Key Propelling of Customer Lifetime Value in Iranian Sports Clubs

Abstract

Purpose: The current research was conducted to identify the key Propelling of customer lifetime value in sports clubs of Iran.Methodology: This research is practical in terms of purpose and mixed in nature and method. The research was conducted in two parts, qualitative and quantitative. The sample in the qualitative section consisted of 16 sports experts and 413 sports managers of sports clubs in the quantitative section. The sample selection in the qualitative part was targeted with a snowball approach, and the data was collected with semi-structured interviews. In the quantitative section, the sample size was selected from the stratified random cluster sampling method, and a questionnaire output collected the data from the qualitative part. Collecting the data was done by the Delphi method, and structural equation Modelling was used to confirm the model. Statistical analyses were performed with SPSS 25 and Amos 26.Findings: The results show that the key Propelling of customer lifetime value includes hardware, software, financial, strategic, social, motivational, behavioral, process, and executive factors.Originality: Few studies have been conducted on customer lifetime value in sports. This paper is the internal research that identifies critical Propelling that affects customer lifetime value in sports clubs. Also, the results of this research show that the attention of sports managers to the nine identified factors effectively increases the lifetime value of sports customers. In line with the results, it is suggested that managers, by considering the components of motivational, executive, and behavioral factors in customer satisfaction and loyalty, improve their trust and confidence, and by considering strategic and financial factors, the ability to predict. They got the future status of the customers.

Keywords

• customer lifetime value
• confidence
• customer behavior
• customer satisfaction
• loyalty