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Relationship between Environmental and Quantitative Features and Service Quality with Customer Satisfaction at the Sports Venues of the 5th District of Tehran | ||
| New Approaches in Sport Sciences | ||
| مقالات آماده انتشار، پذیرفته شده، انتشار آنلاین از تاریخ 20 دی 1399 | ||
| نوع مقاله: Original Article | ||
| شناسه دیجیتال (DOI): 10.22054/nass.2021.57824.1082 | ||
| نویسنده | ||
shahab bahrami 
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| Assistant Professor, Department of Sport Management, Kermanshah Branch, Islamic Azad University, Kermanshah, Iran. | ||
| چکیده | ||
| . The purpose the study was relationship between environmental and quantitative features and service quality with customer satisfaction at the sports venues of the 5th District of Tehran. The research method is correlational in terms of implementation method. The population of the study was all the people use from sports clubs services of Tehran District 5 which sample size was estimated 395 people were selected using cluster sampling. To collect data was used from three questionnaire Environmental and Quantitative Features (researcher made), ServQual (Parasuraman and Zeithaml, 1988) and Customer Satisfaction (Kooshesh, 2014) that their validity of the questionnaires was approved by 12 people of sport management experts. In pilot study on 40 samples by Cronbach's alpha, questionnaires reliability was 0.86, 0.89 and 0.91 respectively. To analyze the data use was from descriptive statistics and inferential statistics including kolmogorov Smirnov, Pearson correlation and multi-stage regression tests by SPSS software in significance level P≤0.05. The results showed that there is significantly relationship between environmental and quantitative features and service quality with customer satisfaction. Also, there is significantly relationship between customer satisfaction with tangibles, reliability, responsiveness, assurance and empathy subscales. In addition, the variables of environmental and quantitative features and service quality are significant predictor for customer satisfaction. Finally, if the quantitative and environmental characteristics and service quality of sports facilities are at the appropriate level, it can lead to customer satisfaction as well as more customer membership in that sports venues. | ||
| کلیدواژهها | ||
| : Sports Venues؛ Customer Satisfaction؛ Service Quality؛ Quantitative Features؛ Environmental Features | ||
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آمار تعداد مشاهده مقاله: 50 |
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