Service quality management, coach knowledge through achievement motivation, and pencak silat student satisfaction in Kazakhstan
DOI:
https://doi.org/10.47197/retos.v59.108737Keywords:
Service quality, knowledge, motivation, satisfactionAbstract
This study aimed to (1) analyze the effect of service quality on satisfaction through motivation, (2) analyze the effect of knowledge on satisfaction through motivation, and (3) analyze the direct effect of motivation on satisfaction. A correlational quantitative approach was employed, utilizing Structural Equation Modeling (SEM) with Smart-PLS software. The subjects in the study amounted to 150 pencak silat athletes. The research instrument used a 1-4 Likert scale. Research Results indicated that the Average Variance Extracted (AVE) values were higher than 0.5 and 0.4, and composite reliability values were ≥ 0.7. Hypothesis testing revealed that: (1) service quality did not significantly influence motivation (t-statistic < 1.96, p-value > 0.05); (2) knowledge significantly influenced motivation (t-statistic > 1.96, p-value < 0.05); (3) motivation significantly influenced satisfaction (t-statistic > 1.96, p-value < 0.05); (4) motivation did not significantly mediate the effect of service quality on satisfaction (t-statistic < 1.96, p-value > 0.05); and (5) motivation significantly mediated the effect of knowledge on satisfaction (t-statistic > 1.96, p-value < 0.05). The R-square values indicated that the coefficient of determination for motivation was 0.548, suggesting that other variables in the study explained 54.8% of the variance in motivation. The coefficient of determination for satisfaction was 0.448, indicating that other variables explained 44.8% of the variance in satisfaction. In conclusion, this research provides in-depth insights into coach knowledge, student satisfaction, and motivation in Pencak Silat in Kazakhstan. The findings contribute to understanding the knowledge and qualifications of coaches, how to develop Pencak Silat in the region, and the impact of coach quality on tactics and strategies in Pencak Silat competitions.
Keywords: Service quality, knowledge, motivation, satisfaction
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