نوع مقاله : مقاله پژوهشی
نویسندگان
1 گروه مدیریت ورزشی و رسانه ، دانشکده تربیت بدنی دانشگاه شهید بهشتی تهران
2 تربیت بدنی دانشگاه ازاد شهرکرد
3 گروه تربیت بدنی واحد بروجرد، دانشگاه آزاد اسلامی، بروجرد، ایران.
چکیده
کلیدواژه‌ها
عنوان مقاله [English]
نویسندگان [English]
the relationship between the quality of perceived service quality and the citizenship behavior of customers in sports center in Isfahan.
The method of this research is descriptive correlation with structural equation approach and has practical purpose. The statistical population of the research includes all customers of sports clubs in Isfahan. A random cluster sampling method was used to select the sample. The instrument used in this study are the demographic characteristics of the participants in research, the SERVQUAL perceptual quality of service quality assessment questionnaire by Parasuraman et al. (1988), Groot Customer Citizenship Behavior Questionnaire (2005) and Perceived Risk Questionnaire (Carole et al., 2014), perceived service quality questionnaire (0.81), customer's citizenship behavior questionnaire (0.912), and perceived risk questionnaire (0/832). The Kolmogorov-Smirnov test was based on the data distribution, and for analyzing the data, Spearman correlation coefficient and Bootstrap method and structural equations and PLS software were used.
The results showed that the quality of perceived services and citizenship behavior (β = 0.852) (T = 15.549) were significant (P <0.01); the indirect effect of perceived service quality and citizenship behavior through the perceived risk was (β = -0.027); and T (T = 1.774) was statistically significant (P <0.066).
the analysis of findings showed that the quality of perceived service has a direct and positive effect an customer citizenship behavior and perceived riskperceived 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
کلیدواژه‌ها [English]
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