فراتحلیل ارتباط بین کیفیت خدمات با رضایتمندی مشتریان در سازمان های ورزشی

نوع مقاله : مقاله پژوهشی

نویسنده

دانشیار دانشگاه پیام نور

چکیده

یکی از رویکردهای مهم در در تحلیل داده ها، این است که بر اساس یافته های محققین دیگر، به حل مسائل نظری و عملی کمک کرد. فراتحلیل روشی است که نتایج مشابه و مخالف تحقیقات دیگران را بکار می گیرد و بر اساس همگونی یا ناهمگونی یافته های علمی و بر اساس روش های علمی معتبر و منظم، عصاره تحقیقات موجود را در یک موضوع خاص ارایه می کند. در این تحقیق از16 مقاله پژوهشی با موضوعیت ارتباط کیفیت خدمات با رضایتمندی مشتریان استفاده شد و فراتحلیل داده ها در نرم افزار (CMA2) انجام گرفت. با توجه به آزمون کوکران Q (001/0, Sig=683/579Q=) می توان گفت که مطالعات حاضر در فراتحلیل، ناهمگون هستند و بنابراین باید از مدل اثرات تصادفی (نه اثرات ثابت) برای تفسیر اندازه اثر ترکیبی استفاده کرد. اندازه اثر تصادفی(ترکیبی) رابطه کیفیت خدمات با رضایتمندی مشتریان برابر با 71/0 بوده و با 95/0 اطمینان می توان گفت که در بازه 606/0 تا 776/0 قرار دارد. تفسیر اندازه اثر با توجه به معیارهای کوهن، به صورت اندازه اثر زیاد می باشد. همچنین با توجه به (001/0, Sig=264/10Z=) اندازه اثر تصادفی، معنی دار است.

کلیدواژه‌ها


عنوان مقاله [English]

Meta-analysis of the relationship between service quality and customer satisfaction in sports organizations

نویسنده [English]

  • Hosein Poursoltani Zarandi
Associate Professor Payame Noor University
چکیده [English]

One of the important approaches in data analysis is to help solve theoretical and practical problems based on the findings of other researchers. Meta-analysis is a method that uses the same and opposite results of other people's research and presents the extract of existing research on a specific topic based on the homogeneity or heterogeneity of scientific findings and based on valid and systematic scientific methods.
In this research, 16 research articles on the relationship between service quality and customer satisfaction were used and meta-analysis of data in software (CMA2) was performed. According to Cochran Q test (Sig = 0.003, Sig = 683 / 579Q), it can be said that the present studies in meta-analysis are heterogeneous and therefore the random effects model (not fixed effects) should be used to interpret the combined effect size. The size of the random (combined) effect of the relationship between service quality and customer satisfaction is equal to 0.71 and with 0.95 confidence can be said to be in the range of 0.606 to 0.776. Interpretation of effect size According to Cohen's criteria, the effect size is large. Also, according to (Sig = 0.001, Zig = 10.264), the size of the random effect is significant.

کلیدواژه‌ها [English]

  • Service Quality
  • Satisfaction
  • Meta-Analysis
  • sports organization
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