رابطه شهرت سازمانی با وفاداری الکترونیک با میانجیگری رضایت و مدیریت تجربه مشتری از خرید الکترونیک در فروشگاه های اینترنتی لوازم ورزشی

نوع مقاله : مقاله پژوهشی

نویسندگان

1 دانشجوی دکتری تخصصی، گروه تربیت بدنی و علوم ورزشی، واحد کرج، دانشگاه آزاد اسلامی،کرج، ایران.

2 دانشیارگروه مدیریت ورزشی، واحد کرج، دانشگاه آزاد اسلامی، کرج، ایران.

3 استاد گروه مدیریت ورزشی، واحد کرج، دانشگاه آزاد اسلامی، کرج، ایران.

چکیده

این تحقیق با هدف بررسی رابطه علی شهرت سازمانی بر وفاداری الکترونیکی با نقش میانجی رضایت و مدیریت تجربه مشتری از خرید الکترونیکی در فروشگاه های اینترنتی لوازم ورزشی انجام شد. جامعه آماری شامل مشتریانی است که تجربه خرید لوازم یا دریافت خدمات از فروشگاه های ورزشی اینترنتی را داشته اند. اطلاعات مدنظر از تعداد 492 نفر و از طریق ابزارهای گردآوری داد ه ها شامل پرسشنامه شهرت سازمانی از پرسشنامه لوما – آهو (2008) و پرسشنامه رضایت الکترونیک بر اساس مدل لی و تورین (2001) و پرسشنامه مدیریت تجربه مشتری از خرید الکترونیکی به صورت محقق ساخته و پرسشنامه وفاداری الکترونیکی توسط دورموس و همکاران (2013) استخراج گردید. نتایج پژوهش با استفاده از روش مدل یابی معادلات ساختاری نشان داد که همه فرضیه های تحقیق مورد تایید قرار می گیرند و روابط معناداری بین شهرت سازمانی و وفاداری الکترونیک با نقش میانجی رضایت الکترونیک و مدیریت تجربه مشتری از خرید الکترونیک وجود دارد. شهرت سازمانی، رضایت الکترونیک و مدیریت تجربه مشتری از خرید الکترونیک همگی بر وفادار کردن مشتریان موثر است و رابطه مثبت مابین آن ها می تواند راهنمای مسیر جلب و جذب وفاداری مشتریان باشد.

کلیدواژه‌ها

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