GV41 : Investigate the relationship between service quality and customer satisfaction and loyalty in football schools
Thesis > Central Library of Shahrood University > Physical Education > MSc > 2014
Authors:
Rahman Javanmardi [Author], Reza Andam[Supervisor], Mohammad Hosein Rezvani[Advisor]
Abstarct: Today in sports organizations, meeting customer expectations of service quality, leads to higher satisfaction of customers and causes them loyal to services evan offer it to others. This study aimed to investigate the relationship between service quality and customer satisfaction and loyalty in football schools of Khuzestan province. The study has descxriptive and correlational methodology that was done in a experimental feild. The statistical population was the customers of football schools in Khuzestan province, which had annual membership and uses the school facilities of football. Using cluster-randomized sampling, Khuzestan province was selected among 5 regions and 2 schools were selected from each region. So, finally 10 football schools were selected randomly as study sample. Statistical analysis was performed on 381 questionnaires which were fully answered. To collect data, a questionnaire of PhD thesis of Yi-chin liu (2008) was used and to determine the content validity, it was given to 10 teachers of sport management. Using Cronbach's alpha, the reliability of the service quality, customer satisfaction and loyalty questionnaire were obtained respectively 0.899, 0.891 and 0.79. To analyze the data, for descxriptive statistics, the frequency, percentage, mean, and standard deviation were used and multiple regression were used. The results showed that there was a significant positive correlation between service quality and customer satisfaction and loyalty. According to the research findings, it is necessary to football officials and school administrators have the more obvious role by provide better service to customers to play better relationship with the customer. If achieved, this is likely lead to achieve greater customer satisfaction and profitability football schools
Keywords:
#Sports marketing #Rerurn #Customer Link
Keeping place: Central Library of Shahrood University
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