Presentation service quality model in creation of citizenship behavior

Document Type : Research Paper


The purpose of this study The role of perceived service quality factors in the development of football in the capital derby spectators Citizenship Behavior. All statistical community spectators watching football for over 18 years, the two teams were Persepolis and Esteghlal Azadi Stadium in September 91. Since the volume of the statistical population of more than 75,000 people, according to Morgan statistical sample, 384 subjects were selected to collect data from a stratified random sampling method was used.
The data was collect, from Two questionnaires, Ko (2006) service quality questionnaire, and Groth (2005) citizenship behavior questionnaire that their validities was approved from 8 sport management Experts. Their reliabilities were test by using Cronbach’s alpha coefficient and they were respectively 0.84 and 0.79 for service quality and citizenship behavior questionnaires. The results showed that there was a significant positive relationship between the service quality of dimensions and citizenship behavior (p<0.05). Also, Program quality coefficient beta (0/51) predicts a stronger interaction quality, environmental quality and outcome quality coefficient order beta (0/39, 0/43, 0/13) for Citizenship Behavior.


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