Development and Psychometrics of “Factors Related to Futsal Customer Relationship Management Scale”

Customer relationship management is a new way to gather information about the customer in order to influence customer behavior according to his knowledge. This requires valid and reliable instruments. Therefore, the present study was conducted with the aim of development and psychometrics of “Factors Related to Futsal Customer Relationship Management Scale".

The current research is of qualitative-quantitative methodology. In the qualitative part, scale items were developed from 59 articles obtained from scientific databases. Then, 10 experts in the field of sports marketing were asked about the adequacy of the items, and with the addition of 29 more items, the final scale was developed with 85 item. In the quantitative part, content validity was confirmed by qualitative method with the opinion of 18 futsal experts. Construct validity was calculated using exploratory factor analysis, convergent validity, and divergent validity on 384 futsal fans from different cities of Sari and members of sports clubs, who were selected by accessible methods. The data was analyzed in SPLS. 23 and SPSS. 18.

In the qualitative part, the “Factors Related to Futsal Customer Relationship Management Scale" was developed with 85 items. In the quantitative part, content validity was confirmed by qualitative method. Exploratory factor analysis showed the construct validity of 10 subscales and 82 items. Convergent validity was 0.70 and divergent validity was 0.78. Reliability was obtained by 3 methods of internal consistency by calculating Cronbach's alpha coefficient between 0.73 and 0.87, combined reliability between 0.74 and 0.90, and shared reliability between 0.74 and 0.91.

"Futsal Customer Relationship Management Scale” with 82 items and 10 subscales is a valid and reliable. It is suggested to use the developed scale in related researches.