Abstract
Purpose—The purpose of this study is to examine the current state of golfers’ satisfaction and to explore the determinants of golfers’ satisfaction. Design/methodology/approach—Survey instruments were used in this study for data collection. Ten golf facilities participated in the research. Golfer satisfaction data were collected through a series of surveys conducted at each property, where 237 golfers participated in the golfer satisfaction survey. Findings—Five attributes (Appearance, Inside Service, Outside Service, Tee Time, and Conditions) were generated from 21 items and identified as the major contributors to golfers’ satisfaction. In addition, the study shows that female golfers are more satisfied than male golfers; golf communities did the best job managing their golfers’ satisfaction than private golf courses and resort golf courses. Practical implications—It is vital that golf facility managers understand the elements of customer satisfaction. This study not only identifies these items but also provides practitioners with insight as to the significant components of golfer satisfaction to plan, organize, and control better customer service outcomes to grow their business and the industry. Originality/value—The golf industry is in decline, yet only few researchers have studied this industry. By examining the determinants of golfers’ satisfaction, this paper provides significant information to golf management.