Customer Satisfaction: Does Player Perception of Clay Court Quality Affect Court Maintenance Requirements? Evidence from Daily Maintenance and Player Feedback

David Spohn, Tim Plossl


This paper investigates participants’ perception of the quality of clay tennis courts (i.e. satisfaction) and its effect on costly court maintenance requirements. Using unique participant data collected at a tennis facility located in Brandon, Florida from November 1, 2017 to November 30, 2017, the use of structural equation modeling techniques show that participants’ perceptions are influenced by on-court amenities. Conditional regression analysis is used to confirm the findings and reflects that participant perception of the quality of clay courts is influenced by availability of shade (for breaks) and clarity of lines. After adjusting for participant skill level, the analysis finds that more skilled players are less likely to be influenced on the quality of clay courts by on-court amenities. The analyses confirm that by focusing on customer satisfaction, maintenance cost reduction can be realized.

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Business and Management Studies     ISSN 2374-5916 (Print)     ISSN 2374-5924 (Online)

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