标题：Investigating the Effect of Entrepreneurial Communication Skills of Clubs Managers on Student Costumer’s Satisfaction (Case Study: Sports Clubs in the City of Karaj)
摘要：The purpose of this study was to investigating the effect of entrepreneurial communication skills of clubs Managers on student satisfaction. Target population of this study in qualitative section consists of academic experts and directors of sport clubs in Karaj city and in quantitative Section is all student that used sport clubs in Karaj (n=173). In this study in order to assurance of the reliability of the measurement instruments, three criterions were used. There are factor loadings, Cronbach's alpha and Composite Reliability. And for validation were used from convergent validity. Also In order to evaluate the relationship between variables and their impact on each other the partial least squares method and smart-pls software were used for analyzing the data. The results show that manager's skills including: Verbal skills, listening skills, social skills, empathy skills, supporting skills, get feedback skills and positivism skills have a positive and meaningful effect on student customer satisfaction (T-value> 1.96). Skills of idealized influence, intellectual stimulation, self-discipline and openness was not significant affect to student satisfaction (T-value< 1.96). In this study, the most important entrepreneurial communication skills of sport club manager’s needed to improvement of student satisfaction had standard in the form of a model. This model consisted of three skills of personal (get feedback and positivism) communicational (Verbal skills, listening skills, social skills) and leadership (empathy and Supportive). This model can be utilized as a base model by the sports clubs’ managers.
关键词：Entrepreneurial Communication Skills;Customer Satisfaction;Sport Clubs;Student
