1 کارشناس ارشد مدیریت ورزشی دانشکده تربیت بدنی دانشگاه تهران، تهران ، ایران
2 دانشیار دانشکده تربیت بدنی دانشگاه تهران،تهران ، ایران
3 استادیار دانشکده تربیت بدنی دانشگاه تهران،تهران ، ایران
عنوان مقاله [English]
The purpose of this research was to evaluate the relationship between service quality, satisfaction and citizenship behavior in spectators of volleyball super league and national championship course of Gonbad. The statistical population was all over 18 years old spectators who watching major sports in Gonbad sport facilities. Statistical samples based on the Morgan table were 384 Spectators. Data collection was done from a stratified random sampling method.The data was collect, from three questionnaires, Ko and Kwon (2006) quality service questionnaire, Cronin (2000) satisfaction questionnaire and Groth (2005) citizenship behavior questionnaire that their validities was approved from 10 sport management Experts. Their reliabilities were test by using Cronbach’s alpha coefficient and they were respectively 0.74, 0.73, and 0.79 for service quality, satisfaction and citizenship behavior questionnaires. Data analysis was done by analytical and descriptive statistical (Pearson correlation coefficient and regression).The results showed that there was a significant positive relationship between the service quality of dimensions, satisfaction and citizenship behavior (p<0.05). Also, program quality (with 0.61 and 0.56 beta coefficient) was a stronger predictor for satisfaction and citizenship behavior than interaction quality (0.44, 0.31), Environment quality (0.57, 0.29) and outcome quality (0.13, 0.07). The results of this study, service quality perceived by the spectators, causing for spectators satisfaction to be Creation citizenship behavior components, which eventually will lead to a reduction in personnel costs for club managers.
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