morteza babaei dehkordi; najaf aghaei; reza saboonchi
Abstract
Objective: The purpose of this study was to determine the mediating role of perceived risk on the relationship between the perceived service quality and citizenship behavior of customers in Isfahan sports centersMethodology: The method of the present study was this descriptive correlation with structural ...
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Objective: The purpose of this study was to determine the mediating role of perceived risk on the relationship between the perceived service quality and citizenship behavior of customers in Isfahan sports centersMethodology: The method of the present study was this descriptive correlation with structural equation approach and applied in terms of purpose. The statistical population of the study included all customers of sports centers in Isfahan. cluster random sampling method was used to select the sample. demographicchracteristics form. Parasuraman et al. (1988) perceived service quality assessment questionnaire. (groth,2005) Customer Citizenship Behavior Questionnaire , Carole et al., 2014 Perceived Risk Questionnaire werw use to collect data.the face and content validityof the questionnairewere confirmed by sport management experts in the field of sports marketing the reliability of the questionnaire was obtained through Cronbach's alpha (α)for perceived service quality of (0.821), customer's citizenship behavior of (0.912), and perceived risk of (0/832). The Kolmogorov-Smirnov test was use to check the normality of data distribution, and Spearman correlation coefficient, muitiple linear regression and Bootstrap method and structural equations and PLS and spss software were used to analyze the research data.Results: The results showed that the quality of perceived services has significant effect on citizenship behavior(β = 0.852 ,P <0.01);there is also a significant relationship between the quality of perceived service and perceived risk(β = 0.315,P <0.01); the effect of perceived quality and citizenship behavior significantmodolates (β = -0.027,P <0.01)and have level of modle itadesirableConclusion: perceived risk also has a positive effect on customer citizenship behavior and finally the effect of service quality on customer citizenship behavior due to perceived risk was direct and positive
Mahmoud Fazel Bakhsheshi; Najaf Aghaei; Hussein Akbari Yazdi Akbari Yazdi
Abstract
Objective: The aim of this study was to analyze the quality function deployment in faculty of physical education and sports science of Kharazmi university based on SERVQUAL model. Methodology: The survey was descriptive-applied and the data collection was mixed method (quantitative and qualitative). ...
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Objective: The aim of this study was to analyze the quality function deployment in faculty of physical education and sports science of Kharazmi university based on SERVQUAL model. Methodology: The survey was descriptive-applied and the data collection was mixed method (quantitative and qualitative). The study population included all students (N=850) in the first and second semester of 2013-2014. For interviews, statistical sample was selected by non-probability sampling and continued to reach theoretical saturation (n=32). Stratified random sampling was used to select individuals who would respond survey questionnaire and sample size was determined by Cochran’s Q formula (n=265). After in-depth and semi-structured interviews, the 114 needs were detected as customer voices in faculty of physical education and sports science of Kharazmi university. After classification and summarizing of the needs using SERVQUAL, a 50-items questionnaire was prepared in two dimensions of the expected quality and perceived quality including five components which were human resources quality, training services, research services, welfare services and administrative and management services. Results: The results of descriptive and inferential test (Kolmogorov-Smirnov, Friedman and paired-samples t-test) represented a significant negative gap in all detected needs and components. Moreover, customers’ expectations and percetions were ranked too. Conclusion: In total, with regard to the results, the officials of physical education and sports science faculty are recommended to bridge the gap between expectations and perceptions of students. Through this way, they can develop the service quality in the faculty of physical education and sports science.
