طراحی مدل رفتار مشتریان از طریق کیفیت و ویژگی ارتباطی در باشگاه های خصوصی ورزشی شهررشت

نوع مقاله : مقاله پژوهشی

نویسندگان

1 کارشناسی ارشد مدیریت ورزشی، دانشگاه گیلان

2 استاد مدیریت ورزشی، دانشگاه گیلان

3 استادیار مدیریت ورزشی، دانشگاه گیلان

چکیده

این پژوهش باهدف ارائه مدل رفتار مشتریان از طریق کیفیت و ویژگی ارتباطی در باشگاه­ های خصوصی ورزشی شهر رشت انجام گرفت. روش پژوهش توصیفی و از نوع همبستگی بود که به شکل میدانی اجرا شد. جامعه آماری پژوهش، کلیه مشتریان باشگاه­ های خصوصی شهر رشت بودند که از طریق نمونه­ گیری خوشه­ ای از همه مناطق 10 گانه شهر رشت انتخاب شدند. از مناطقی که بیشتر از 10 باشگاه وجود داشت دو باشگاه و از مناطقی که کمتر از 10 باشگاه وجود داشت یک باشگاه به­­ صورت تصادفی ساده انتخاب شدند. با توجه به جامعه آماری که نامحدود بود، از بین مشتریانی که داوطلب به همکاری با محقق بودند 3۸۴ نفر به پرسشنامه کیفیت ارتباط، رفتار مشتریان، ویژگی ارتباطی مشتریان (کیم، 2008) و وفاداری (لیو، 2008) پاسخ دادند. برای تحلیل داده ­ها مدل‌سازی معادلات ساختاری و روش حداقل مربعات جزئی از (اسمارت پی ال اس ۳) استفاده شد. یافته­ ها نشان داد که رابطه بین کیفیت ارتباط با وفاداری و رفتار، کیفیت ارتباط با رفتار با میانجی­گری وفاداری معنی‌دار بود. بین وفاداری و رفتار مشتریان رابطه معنی‌دار مشاهده شد، بین ویژگی ارتباطی با وفاداری و رفتار، ویژگی ارتباطی با رفتار میانجی‌گری وفاداری رابطه معنی‌داری وجود دارد. نتیجه‌گیری می­شود مدیران باشگاه­ها علاوه بر کیفیت ارتباط بامشتریانشان باید به ویژگی ارتباطی آنان نیز توجه کنند.

کلیدواژه‌ها

عنوان مقاله [English]

Designing the costumer's behavior model through quality and property of Relationship by private sports clubs of Rasht

نویسندگان [English]

  • Amin Rahimi Pourmandani 1
  • Rahim Rameza Ninejad 2
  • Shahram Shafiee 3
1 M.A. Sport Management ,University of Guilan
2 Professor of Sport Management, University of Guilan
3 Assistant Professor of Sport Management, University of Guilan
چکیده [English]

This research was conducted to design a consumer behavior model through the quality and ownership   of the relationship in the private sports club of  Rasht. Research method was descriptive, correlative method, which applied in fieldwork. Statistical society of research were among costumers of Rasht's sports clubs in which selected through clustered sampling from all 10 areas of Rasht city. Through simple random sampling, 2 clubs has been selected from those areas with more than 10 clubs and 1 club from those areas with less than 10 clubs. According to statistical society among those customers who were ready to cooperating with researcher, 384 costumers answered to the questionnaire about relationship quality, behavior and property of costumers and questionnaire about loyalty. Structural equation and least squares method was used for data analysis. Findings showed that the relationship between quality of communication with loyalty and behavior, quality of communication with behavior with loyalty mediation was significant. There was a significant relationship between customer loyalty and customer behavior, there was a significant relationship between the relationship between  loyalty and behavior, communication with loyalty mediation. is concluded that, in addition to the quality of Relationship with their Customers, the club managers should pay attention to their relationship characteristics.

کلیدواژه‌ها [English]

  • Customers Behavior
  • Customers Loyalty
  • Customers' Relationship
  • Sport Clubs

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سابقه مقاله

  • تاریخ دریافت: 02 مهر 1396
  • تاریخ بازنگری: 14 آذر 1397
  • تاریخ پذیرش: 21 دی 1396

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