GV98 : The Releationship of ethical sales behavior with customers' satisfaction and loyalty in private clubs
Thesis > Central Library of Shahrood University > Physical Education > MSc > 2016
Authors:
Mohammad Najafi [Author], Seyed Reza Hosseini Nia[Supervisor], Hadi Bagheri[Advisor]
Abstarct: The aim of this study was to investigate the relation between managers' ethical sales behavior with satisfaction and customer loyalty in private clubs. The population of this research was bodybuilders men in Shahrood city (N= 1100) that among them, 304 people were available selected and studied as a sample. After determining the validity and reliability, the questionnairs of ethical sales behavior (researcher-made), customer satisfaction (Victor, 2002) and customer loyalty (Liu, 2008) were used to collect data.To determine content validity of the questionnaire, 10 experts' and sports management's attitudes were used and confirmatory factor analysis was used to determine validity of the questionnaire. In order to determine the reliability, questionnaires were distributed in a pilot study among 31 bodybuilders and questionnaire of satisfaction, loyalty ethical sales behavior were respectively obtained as 0.85, 0.79, 0.76 by Cronbach's alpha test which indicates good reliability. To test the hypotheses, Pearson correlation and path analysis were used. The results showed that manager's ethical sales behavior has a significant and positive relation with satisfaction and customer loyalty. Satisfaction has also positive and significant relation with customer's attitudinal loyalty and has no relation with behavioral loyalty. Path analysis test showed that managers' ethical sales behavior has a significant impact on customer satisfaction, managers' ethical sales behavior has directly and indirectly significant impact on customers' attitudinal loyalty, managers' ethical sales behavior has directly and indirectly significant impact on behavioral loyalty, So that satisfaction as a mediator variable plays a role in this model, customer satisfaction has a significant impact on customers' attitude loyalty and customer satisfaction has no significant impact on customers' behavioral loyalty. According to results, club managers' bodybuilders with practice ethical sales behavior and invitation customer satisfaction, can be more obvious role in keeping loyal customers and permanent and benefits of the reappearance of play.
Keywords:
#Ethical sales behavior #Customer satisfaction #Customer loyalty Link
Keeping place: Central Library of Shahrood University
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