تعيين ارتباط بين كيفيت خدمات با وفاداري مشتريان

هدف از اين تحقيق، بررسي رابطه ي كيفيت خدمات با وفاداري مشتريان در مراكز تربيت بدني فرماندهي نيروي انتظامي كل كشور است. جامعه ي آماري اين تحقيق شامل كاركنان فرماندهي انتظامي مراكز استان ها در سراسر كشور بود و بنا بر جدول مورگان، حجم نمونه 384 در نظر گرفته شد. براي جمع آوري اطلاعات از دو پرسشنامه، كيفيت خدمات الكساندريس(2004) و وفاداري مشتريان آلبرت(2002) استفاده شد. پايايي از طريق آلفاي كرونباخ در مورد كيفيت خدمات(705/0=α) و وفاداري مشتريان(788/0=α) به دست آمد. براي تحليل داده ها از ضريب هم بستگي پيرسون در سطح p<0/05 استفاده شد.

The present study aims at determining the relation between service quality and the loyalty of the client in physical education centers of police head quarters all over the country. The statistical population includes police headquarters staff in the provinces centers all over the country and based on the Morgan table the sample size was 384 individuals. To collect data, two questionnaires: Alexandris service quality (2004) and Albert clients’ loyalty (2002) were used. Reliability coefficient through Kronbach Alpha for the service quality and the clients’ loyalty was (α=0/705) and )α=0/788( respectively. To analyze the data, Pearson correlation coefficient at the level of p <0/05 was used. The results indicated that there is a significant relation between service quality, quality of the interactions, quality of the facilities, the quality of the results and clients’ loyalty. Therefore, it should be kept in mind that facilities, interactions and the positive results of physical education centers’ programs is the best advertisement for promoting doing sport in the police force staff.