نوع مقاله : مقاله پژوهشی
نویسندگان
1 استاد مدیریت ورزشی دانشگاه محقق اردبیلی، اردبیل
2 دانشجوی دکتری تخصصی مدیریت ورزشی، دانشگاه تبریز
چکیده
در سال‌های اخیر نیاز به تغییر جهت از نگرش مبادله ای به ارتباطی در مدیریت ارتباط با مشتری بسیار مورد توجه قرار گرفته است. هدف از انجام پژوهش، مدیریت ارتباط با مشتری بر رضایت‌مندی و وفاداری مشتریان مراجعه کننده به اماکن ورزشی استان آذربایجان شرقی میباشد. پژوهش حاضر، از نوع همبستگی و با توجه به هدف از نوع کاربردی میباشد و جمع آوری اطلاعات به شکل میدانی انجام گرفته است. جامعه آماری پژوهش حاضر افراد مراجعه کننده به اماکن و مراکز تفریحی – ورزشی استان آذربایجان شرقی در سال 97 بودند. جهت جمع آوری داده ها از پرسش‌نامه های استاندارد محمودی و همکاران (1395)؛ علویشاد (1387) استفاده شد. نتایج حاصل از آزمون فرضیه ها را با نرم افزار SMART-PLS و با استفاده از آزمون t و ضرایب مسیر (b) نشان داد. یافته های پژوهش نشان داد؛ ارتباط مستقیم و معناداری بین مؤلفه های مدیریت ارتباط با مشتری (درک و تفکیک مشتری، ارتباط متقابل با مشتری، جذب و حفظ مشتری، توسعه روابط) با رضایت‌مندی در سطح معنادار 001/0 وجود دارد (61/0 b = 700/16t=)، همچنین تأثیر مثبت و میانجیگری رضایت‌مندی بر وفاداری مشتریان تأیید شد (78/0 b =). ازاین‌رو تغییر فضای تجاری و تحول بازاریابی از طریق مدیریت ارتباط با مشتری به‌منظور افزایش رضایت‌مندی و وفاداری مشتریان اماکن ورزشی امری ضروری است، بنابراین ارایه خدمات با دقت و توجه به نیازها و علایق مشتری مهم‌ترین عوامل جذب و حفظ مشتری در اماکن میباشد.
کلیدواژه‌ها
عنوان مقاله [English]
The Effect of Customer Relationship Management on Satisfaction and Loyalty of Customers Referring to Sports Places
نویسندگان [English]
- Mehrdad Moharramzadeh 1
- Sajjad Pashaie 2
- Mir Davod Hoseyni 2
1 Professor, Sport Management, University of Mohageg Ardabili, Ardabil
2 Ph.D. Student, Sport Management, University of Tabriz
چکیده [English]
In recent years, the need to change the direction of the exchange approach to communication in customer relationship management has been widely considered. The purpose of this study was to, the Effect of Customer Relationship Management on Satisfaction and Loyalty of Customers Referring to East Azarbaijan province to sport Places. The present research is applied in terms of purpose and in terms of descriptive-survey method. The statistical population of the present study included people referring to places and recreation centers of East Azarbaijan province in the year 2018-2019. The data were collected using standard questionnaires of Mahmoudi et al. (2017), Alawi Shad (2008). The results of the hypothesis test can be illustrated by SMART-PLS software using t-test and path coefficients (b). The findings of the research showed a direct and significant relationship between the components of customer relationship management (customer perception and separation, customer relationship, client acquisition and customer relationship development, relationship development) with satisfaction with a coefficient of 0.61 and a statistic of 16.700 At the significant level, there is a significant correlation between customer satisfaction and customer satisfaction (B = 0.78). Therefore, changing the commercial space and marketing transformation through customer relationship management in order to increase the satisfaction and loyalty of the customers of sports facilities is necessary, so providing services with care and attention to the needs and interests of the customer is the most important factor in attracting and retaining customers in the places.
کلیدواژه‌ها [English]
- Sport Places
- Customer Relationship Management
- Satisfaction
- Loyalty
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