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تاثیر کیفیت خدمات ادراک شده بر رفتار شهروندی مشتریان باشگاه های ورزشی شهر اصفهان با نفش میانجی تعهد مشتری | ||
مطالعات مدیریت رفتار سازمانی در ورزش | ||
مقاله 8، دوره 5، شماره 4، اسفند 1397، صفحه 93-100 اصل مقاله (767.72 K) | ||
نوع مقاله: مقاله پژوهشی | ||
شناسه دیجیتال (DOI): 10.30473/fmss.2019.42209.1837 | ||
نویسندگان | ||
مرتضی بابائی دهکردی1؛ نجف آقایی* 2؛ رضا صابونچی3 | ||
1مدیریت ورزشی دانشگاه ازاد اسلامی بروجرد | ||
2مدیریت ورزشی دانشکده تربیت بدنی دانشگاه خوارزمی ،تهران ،ایران | ||
3مدیریت ورزشی دانشگاه بروجرد | ||
چکیده | ||
هدف از این تحقیق تاثیر کیفیت خدمات ادراک شده بر رفتار شهروندی مشتریان باشگاه های ورزشی شهر اصفهان با نفش میانجی تعهد مشتری بود. روش پژوهش حاضر توصیفی پیمایشی از نوع همبستگی و به لحاظ هدف کاربردی بود. جامعه آماری شامل همه مشتریان باشگاه های ورزشی شهر اصفهان می باشد. نمونه اماری 390 نفر بر اساس جدول مورگان براورد شد. ابزار استفاده شده در پژوهش حاضر پرسشنامه سنجش کیفیت ادراک شده خدمات سروکوال که توسط پاراسورامان و همکارانش (1988)و پرسشنامه رفتار شهروندی مشتری گروت ( (2005و پرسشنامه سنجش تعهد مشتری بیتسون و همکاران (2006) برای ارزیابی متغیرهای تحقیق بود که روایی صوری و محتوایی هر یک از پرسشنامه ها به تأیید 15 تن از اساتید مدیریت ورزشی در حوزه ی رفتار سازمانی رسید. برای تجزیه و تحلیل یافته های پژوهش از روش ضریب همبستگی و روش بوت استراپ و معادلات ساختاری و نرم افزارهای pls, Spss استفاده شد. نتایج نقش تعهد مشتریان باشگاههای ورزشی شهر اصفهان به عنوان نقش میانجی جزئی مورد تأیید قرار گرفت. | ||
کلیدواژهها | ||
ادراک شده خدمات؛ رفتار شهروندی مشتری؛ تعهد مشتری؛ ریسک ادراک شده خدمات | ||
عنوان مقاله [English] | ||
The Effect of Perceived Service Quality on Customer Citizenship Behavior with the Concern of Mediator Effects of Customer Commitment | ||
نویسندگان [English] | ||
Morteza Babaei dehkordi1؛ Najaf Aghaei2؛ Reza Saboonchi3 | ||
1sport manegment azad unevershty borojerd | ||
2sport management,physical education faculty,Kharazmi university,Tehran,Iran | ||
3sport management ,boroujerd university | ||
چکیده [English] | ||
The purpose of this study is to investigate the effect of quality of perceived service on the citizenship behavior of clients of sports clubs in Isfahan with the mediator role of customer commitment. The method of this study was correlational descriptive survey and in terms of purpose it was applied. The statistical population included all customers of sports clubs in Isfahan.A sample of 390 people was estimated based on Morgan's table. The instruments used in this study were the Perceptual Quality Measurement Questionnaire (SERVQUAL) by Parasouramon et al. (1988) and Grout Customer Citizenship Behavior Inventory (2005) and Bateson et al (2006) Customer Satisfaction Inventory to evaluate the variables of the research. The formal and content validity of each questionnaire was approved by15sports management professors in the field of organizational behavior. To analyze the research findings, correlation coefficient, bootstrap method and structural equations and SPSS and PLS were utilized. The results of commitment role of the sports clubs in Isfahan were confirmed as a mediator role. | ||
کلیدواژهها [English] | ||
perceived service quality, customer citizenship behavior, customer commitment | ||
مراجع | ||
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