A case study on service quality perceptions and member retention towards Taekwondo participants in North America

Abstract

COVID-19 continues to represent the challenge to Taekwondo (TKD) schools. TKD schools have been closed and faced with decreasing participants due to the Pandemic. The purpose of this study is to examine the extent to which service quality factors predict member intention for renewal in TKD schools. The target population evaluated for this study consisted of individuals aged at least 18 years or older who had attended a TKD schools. This study conducted for TKD members in the U.S.. A total of 159 participants were recruited via both in-person and online surveys. This study revealed that TKD members in U.S. of various demographic backgrounds had different perceptions of service quality factors that affected their attendance at TKD schools. The findings of this study will indicate the impact on the satisfaction of various TKD programs and maintenance of membership.