نوع مقاله : مقاله پژوهشی

نویسندگان

1 مدیریت ورزشی دانشگاه ازاد اسلامی بروجرد

2 مدیریت ورزشی دانشکده تربیت بدنی دانشگاه خوارزمی ،تهران ،ایران

3 مدیریت 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.

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