Document Type : Research Paper
Authors
Abstract
The purpose of the present research was to investigate the relationship between effective commitment and conflict settlement with customers’ satisfaction of sports goods. The present research is an applied study and falls under descriptive-correlational category. The statistical population consisted of all the people who purchased from sports goods shops. Sample size was 345 people obtained based on estimated precautionary measures. To collect data, relationship commitment and conflict solving questionnaires of Ndubisi and Wah (2005), the reliability coefficient for commitment and conflict solving were 0.76 and 0.84 respectively, and Mandegari’s residual customer satisfaction questionnaire (2011) with reliability coefficient of 0.87 were used. The validity of the questionnaires was confirmed by qualified experts. Data analysis was performed using descriptive statistics and Cronbach's alpha, Kolmogorov-Smironov, one-sample t-test, independent t-test, Pearson correlation coefficient, ANOVA, and LSD test. All analyzes were performed at p < 0.05 and P≤0.01 level, using SPSS software, version 22.
The findings showed that there is a positive and significant relationship between relationship commitment and conflict solving with the customer satisfaction of sports goods, and the status of relationship commitment and conflict solving from the viewpoint of the customers is undesirable. Demographic results also showed that individuals with 47 years of age and above were less satisfied with commitment and conflict solving by sellers than other ages.
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