Investigating the Status of Perceived Justice of Customers of Alzahra Sports Clubs in Tehran
Poster Presentation XML
Paper ID : 1771-11THCONF
1Master of Science in Sport Management (Strategic) from Iwanaki Non-Profit University
2associate Professor of K.N.Toosi university of technology
Introduction: The key to success of superior service clubs can be searched in a customer-oriented manner and with regard to the quality of their services. On the other hand, the improvement of the quality of services and the fairness of services has become increasingly important in studies and research due to the important role it plays in increasing the trust and satisfaction of customers and then the profitability of sports clubs. Addressing factors such as perceived justice in clubs such as al-Zahra clubs that are similar in terms of facilities and fees, and in terms of the quality of equipment and facilities in comparison with other clubs on a moderate level, can be effective on the path to loyalty, because customers The sport of these clubs compares to the concept of justice with other clubs in terms of facilities and tuition and, given the quality of services provided, can be committed and loyal to these clubs. Accordingly, the purpose of this study is to investigate the status of perceived justice among customers of Alzahra sports clubs in Tehran.
Methodology: The present research is based on the purpose of the data collection as a descriptive-correlation research, which is conducted in a survey method and is a cross-sectional one. The statistical population of this research is all female clients of Al-Zahra clubs of Tehran Municipal Sports Organization. The data collection tool was Standard Apostles and Associates 2015 questionnaire. Its reliability was confirmed using the Cronbach's alpha coefficient and its validity was confirmed by experts. For data analysis, Kolmogorov-Smirnov tests, one-sample t-test and Friedman test were used in SPSS-24 software with a 5-point error.
Results: The results of the research showed that receiving distributive, procedural and perceived justice was significant, meaning that their perceived justice was more than average. According to Friedman test results, it was also shown that customer First, distributive justice, later interactive justice, and ultimately a better understanding of justice.
Discussion: Customer perceptions of justice are the most important part of their experience of services, which affects their judgments about the quality of services. When customers feel that they are treated unfairly, their commitment and attitude towards the club decreases. Moreover, if the club's factors are better than other clubs, they will have the services offered in the club more favorably than other clubs.