The impact of service quality on improving loyal behaviors (Case study of customers of wrestling sports complexes in Kermanshah province)

Today, competition to improve the quality of services is recognized as a critical strategic issue for sports venues. The purpose of this study is to determine the impact of service quality on improving loyal behaviors. (A case study of customers of wrestling sports complexes in Kermanshah province). The research method was descriptive-correlational and was conducted in the field. The study's statistical population was the customers of wrestling halls in Kermanshah province. In this study, ۴۵۰ people were considered as the statistical sample of the study by random cluster sampling. Bonajsui's (۲۰۱۲) Research Work Questionnaire was used to measure research variables. Univariate and multivariate regression and the Friedman test were used to analyze the data. The regression test results showed that the service quality variable has a predictive power of about ۱۸% of the variance of communication quality. Furthermore, the results showed that the variables of personnel responsiveness, reliability, and trust in personnel could be significant predictors of the communication quality component. Also, the results showed that the variable of communication quality could be a significant predictor for the components of loyal behavior, word of mouth, purchasing desire, and dissatisfaction. The study's results showed that the quality of services affects the quality of communication. According to the results, the responsiveness of the complex staff, reliability, and trust in the personnel have a positive effect on the quality. At the same time, no relationship was found between the tangibles and empathy components with the relationship's quality. According to the results, improving the quality of services in sports complexes and the quality of customer relations are the main factors in the occurrence of loyal customer behaviors and their reappearance in the future.

کلیدواژه ها:

Ship lounges ، customer loyalty ، communication ، word of mouth ، reliability