Predicting visitors’ satisfaction and behavioral intentions from service quality in the context of a small-scale outdoor sport event

2014 ◽  
Vol 5 (1) ◽  
pp. 4-21 ◽  
Author(s):  
George Tzetzis ◽  
Kostantinos Alexandris ◽  
Sophia Kapsampeli
Keyword(s):  
Service Quality ◽  
Behavioral Intentions ◽  
Small Scale ◽  
Quality Model ◽  
Sport Event ◽  
Content Type ◽  
Confirmatory Factor ◽  
Quality Dimensions ◽  
Sport Events ◽  
The Relationship

Purpose – The purpose of this paper is to test if the service quality model, proposed by Shonk and Chelladurai (2008), can be applied in the context of a small-scale sport event. Design/methodology/approach – This model proposes the following dimensions: access quality, venue quality and contest quality. Furthermore the study aimed to test if satisfaction acts as a mediator of the relationships between service quality and behavioral intentions. Findings – The confirmatory factor analysis (CFA) provided support for the factorial validity of the service quality model. The psychometric properties of all the scales were satisfactory. In terms of the mediation analysis the results provided partially support for the hypotheses. Satisfaction fully mediated the relationship between access, venue quality and intention and partially mediated the relationship between contest quality and intentions. Furthermore, satisfaction partially mediated all the relationships between the quality dimensions and word-of-mouth communications. The theoretical and practical implications of these results are discussed. Originality/value – This paper fulfils a need to develop a service quality model and its influence for visitors’ satisfaction and behavioral intentions at small-scale sport events.

Outcomes of the sport event volunteer experience: examining demonstration effects on first-time and returning volunteers

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Jordan T. Bakhsh ◽  
Erik L. Lachance ◽  
Ashley Thompson ◽  
Milena M. Parent
Keyword(s):  
Behavioral Intentions ◽  
Sport Participation ◽  
Community Members ◽  
Sport Event ◽  
Content Type ◽  
The Future ◽  
Sport Events ◽  
First Time ◽  
Sport Event Volunteers ◽  
The Relationship

PurposeThe purpose of this study is to examine if sport event volunteers were inspired by their event experience to volunteer in the future.Design/methodology/approachA postevent questionnaire was administered to 161 professional golf tournament volunteers, in which 93 respondents were identified as first-time volunteers of the event and 68 as returning volunteers. A moderation analysis was conducted to assess if previous event-specific volunteer experience moderated the relationship between volunteers' inspiration and future volunteer intentions.FindingsFirst-time event-specific volunteers were significantly more inspired to volunteer again than returning event-specific volunteers. Findings indicate volunteers can be inspired from their event experience toward future volunteer intentions.Research limitations/implicationsThis study offers conceptual understandings and new application of inspiration–behavioral intentions by examining sport events' (in)ability to inspire first-time and returning event volunteers to volunteer in the future. Findings are limited to the sport event volunteers' intention discussion.Practical implicationsThis study demonstrates how event stakeholders can create positive future behavioral intentions for community members through hosting sport events. By positioning first-time event-specific volunteers within roles that can elicit inspiration (e.g. interacting with athletes), event managers can foster stronger future volunteer intentions.Originality/valueThis study extends the understanding of demonstration effects by moving beyond the traditional sport event spectators and sport participation intention foci. It demonstrates that sport events can inspire different spectator groups (i.e. event volunteers) toward different future behavioral intentions (i.e. volunteer intentions). Findings address previous sport event volunteer assumptions regarding intention, inspiration and volunteer segments.

Event quality and loyalty among runners with different running involvement levels

2017 ◽  
Vol 8 (3) ◽  
pp. 292-307 ◽  
Author(s):  
Kostantinos Alexandris ◽  
Nicholas Theodorakis ◽  
Kiki Kaplanidou ◽  
Dimitra Papadimitriou
Keyword(s):  
Service Quality ◽  
Environment Interaction ◽  
Sport Event ◽  
Content Type ◽  
Service Environment ◽  
Event Marketing ◽  
Quality Dimensions ◽  
The Relationship ◽  
Moderating Role

Purpose The purpose of this paper is twofold: to investigate if the three service quality dimensions (service environment, interaction and outcome quality), proposed by Brady and Cronin (2001), influence the development of event loyalty, among runners of the “‘Alexander the Great’ International Marathon”, and to test if running loyalty moderates the relationship between event quality and event loyalty. Design/methodology/approach In all, 368 runners participated in the study and filled the Sport Event Quality Questionnaire (Theodorakis et al., 2015) and an adjusted version of the Leisure Involvement Questionnaire (Kyle et al., 2010). Findings The results indicated that only the service environment and outcome dimensions contributed significantly to the prediction of event loyalty, while, and in contrast to other sport services, interaction quality was not shown to be an important determinant for the development of event loyalty. Furthermore, running involvement was shown to play a moderating role in the relationship between event quality and event loyalty. Service quality is more important for the development of event loyalty among low- than high-involved runners. The theoretical and applied implications of these results are discussed. Research limitations/implications The study provided results on how high- and low-involved runners perceive event quality, and for which of these groups the event quality is an important antecedent for the development of event loyalty. Practical implications Investigating the moderating role of involvement on the relationship between service quality and loyalty has also applied value. While committed runners have been traditionally seen as a key target group for event marketing professionals, the majority of runners in city marathons today are more leisure oriented. The increase in the number of leisure runners is actually the reason for the rapid growth of city marathons in the last few years. Meeting the needs of these leisure runners and increasing their loyalty levels is therefore a key task for marathon marketers today. Originality/value This study contributes to the literature, as for the first time it explores the moderating role of involvement on the relationship between service quality and loyalty in the context of a sport event.

Destination Image, Sport Event Quality, and Behavioral Intentions: The Cases of Three World Sambo Championships

2019 ◽  
pp. 109634801988392 ◽  
Author(s):  
Ivana Milovanović ◽  
Radenko Matić ◽  
Kostas Alexandris ◽  
Nebojša Maksimović ◽  
Zoran Milošević ◽  
...  
Keyword(s):  
Behavioral Intentions ◽  
Structural Models ◽  
Destination Image ◽  
Small Scale ◽  
Sport Event ◽  
Destination Loyalty ◽  
The Core ◽  
Sport Events ◽  
Novi Sad ◽  
The Relationship

This research tested the interactions among destination image, destination quality, sport event quality, and behavioral intentions in the context of small-scale sport events. The study included elite sambo athletes (N = 350) who participated in the World Sambo Championships, which were organized in Novi Sad (Serbia) in 2017 and 2018. The destination image was measured with the affective and cognitive dimensions, while the event quality was measured with the core, tangible and supporting dimensions. The results supported the measurement and structural models. They further indicated that the core aspect of the event quality directly influences participants’ behavioral intentions, while the destination quality partially mediates the relationship between destination image and participant behavioral intentions. The event quality was shown to have a direct relationship with the development of destination loyalty. The theoretical and applied value of these results are discussed.

Exploring service quality and its customer consequences in the sports spectating sector

2019 ◽  
Vol 8 (1) ◽  
pp. 187-206 ◽  
Author(s):  
Konstantinos Koronios ◽  
Athanasios Kriemadis ◽  
Andreas Papadopoulos
Keyword(s):  
Service Quality ◽  
Future Research ◽  
Quality Model ◽  
Sport Event ◽  
Content Type ◽  
Sport Consumption ◽  
Five Factors ◽  
Favorable Influence ◽  
Sport Events

Purpose The purpose of this paper is to investigate issues relevant to service quality and propose a conceptual model addressing the convictions held by consumers in relation to the service quality of sport services as regards spectators and their influence on sport consumption. Design/methodology/approach A quantitative method was used for the purpose of this study and 1,643 questionnaires were gathered and analyzed. The current research intended to employ an integrated service quality model within the scope of sport spectating. The model included five fundamental factors and they were examined in association with the behavioral intentions that spectators have. By combining all these factors and aspects, it was attempted to shape consumers’ general perception regarding quality in service. The model of the research considers quality in service to be a hierarchical construct comprising many dimensions and it is observed that service quality can be classified into five factors, all of which can be defined by a variety of corresponding sub-factors. Findings The outcomes showed that four of the suggested factors regarding quality (i.e. game quality, augmented service quality, interaction quality and outcome quality) had an important as well as favorable influence on sport consumption. Research limitations/implications The empirical evidence for this research is derived from one specific professional sport event (European Basketball League) and spectators who took part were from Greece. Future research could use a wider sample of sport events and the participation of spectators from various countries is necessary before such findings are generalized. Originality/value The present research provides a contemporary analysis of factors influencing sport spectators anticipated quality and their influence on sport consumption.

The mediating role of passenger satisfaction on the relationship between service quality and behavioral intentions of low-cost carriers

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Hsiu-Fen Lin
Keyword(s):  
Service Quality ◽  
Behavioral Intentions ◽  
Low Cost ◽  
Group Analysis ◽  
Equation Modeling ◽  
Research Model ◽  
Content Type ◽  
Passenger Satisfaction ◽  
Low Cost Carriers ◽  
The Relationship

PurposeBy extending the existing service quality dimensions and reflecting the low-cost carriers (LCCs) context, the purpose ot this study aims to develop the research model to examine whether passenger satisfaction mediates the relationship between service quality and behavioral intentions of LCCs across low- and high-experience passengers.Design/methodology/approachData collected from 320 passengers (180 for low-experience passengers and 140 for high-experience passengers) to test the research model. The partial least square structural equation modeling approach was used to perform the path modeling and multi-group analysis.FindingsThe results confirm that passenger satisfaction mediates the relationship between four service quality constructs (tangible features, service reliability, quality of personnel and online ticketing service) and behavioral intentions (repurchase and recommendation intentions) for both low- and high-experience passengers. However, convenient flight schedule has a significant influence on passenger satisfaction only for low-experience passengers.Practical implicationsThe results of multi-group analysis indicated that passenger satisfaction exerts stronger effect on recommendation intentions for low-experience passengers. LCCs managers' priority should be placed on providing satisfying service experiences to less experienced passengers. Improved passenger satisfaction through superior service quality motivates low-experience passengers to recommend LCCs, thus increasing the positive word-of-mouth promotion.Originality/valueTheoretically, this study is first considering both low- and high-experience LCCs passenger perceptions to examine how passenger satisfaction mediates the relationship between service quality and post-purchase intentions. From the managerial perspective, the findings can provide useful management insights into developing multi-faceted strategies that allow LCCs firms to restore passenger confidence and retain their repurchase intentions.

Understanding the relationship of self-service technology quality with user adoption using SSTQUAL

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Manimay Ghosh
Keyword(s):  
Service Quality ◽  
Empirical Research ◽  
Behavioral Intentions ◽  
Perceived Value ◽  
Equation Modeling ◽  
Content Type ◽  
Self Service ◽  
Self Service Technology ◽  
Relationship Of ◽  
The Relationship

PurposeThe study aimed to examine the antecedents to self-service technology (SST) adoption behavior and the relationships between the constructs using empirical research.Design/methodology/approachBased on synthesis of the extant literature, a model was hypothesized, hypotheses were framed. Field data collected were analyzed using structural equation modeling.FindingsFew interesting findings were noted in this research. First, SST service quality had a direct positive linkage with perceived value, but no linkage with e-satisfaction. Second, strong positive linkage existed between perceived value and e-satisfaction. Therefore, the connection between SST service quality and satisfaction was completely mediated by perceived value. Third, no relationship existed between perceived value and behavioral intentions, but a direct positive relationship existed between e-satisfaction and behavioral intentions. Thus, the relationship of perceived value with behavioral intentions was fully mediated by e-satisfaction. Fourth, no direct connection was found between SST service quality and behavioral intentions. Rather, the connection was fully mediated by perceived value and e-satisfaction. Fifth, direct positive association was found between behavioral intentions and actual adoption of SST.Research limitations/implicationsThis empirical research was conducted primarily on the young population.Practical implicationsThe study will benefit managers in making better decisions on how to make SST work successfully for their organizations.Originality/valueFirst, this research further refined the SST adoption process of a customer, thus making a meaningful contribution to the literature on SST. Second, the research validated SSTQUAL scale in a different geographical setting.

The mediating impact of stickiness and loyalty on word-of-mouth promotion of retail websites

2014 ◽  
Vol 48 (9/10) ◽  
pp. 1828-1849 ◽  
Author(s):  
Sanjit Kumar Roy ◽  
Walfried M. Lassar ◽  
Gul T. Butaney
Keyword(s):  
Undergraduate Students ◽  
Structural Equation ◽  
Online Survey ◽  
Word Of Mouth ◽  
Website Quality ◽  
Content Type ◽  
Confirmatory Factor ◽  
Quality Dimensions ◽  
The Relationship

Purpose – The purpose of the study is to develop and empirically test a model which examines the relationship between e-servicescape dimensions, website quality dimensions, website stickiness, website loyalty and word-of-mouth (WOM). The role of WOM in influencing consumer behaviour is documented in literature. However, despite its growing importance, research on the antecedents of WOM in the e-retail context is sparse. Design/methodology/approach – Data were collected by circulating the questionnaire using an online survey from the graduate and undergraduate students enrolled in a large university in the northeastern USA. Out of 660 questionnaires distributed, 509 were usable. Data were analysed using confirmatory factor analysis and structural equation modelling. Findings – Results show that website stickiness and website loyalty are two different constructs which form the immediate antecedents of WOM. Results also show the indirect effects of e-servicescape and website quality dimensions on WOM. Practical implications – The findings of the study provides a better understanding of the factors likely to influence the WOM behaviour of e-retail store customers. Findings also provide valuable insights into the factors which managers need to focus on to make their e-retail website increasingly stickier. Originality/value – The contribution of the paper lies in eliciting the differences between stickiness to and loyalty to retail websites and extending the research on e-servicescapes.

scholarly journals The relationship of service quality dimensions of restaurant enterprises with satisfaction, behavioural intention, eWOM, and the moderating effect of atmosphere

2020 ◽  
Vol 16 (4) ◽  
pp. 23-35 ◽  
Author(s):  
Abdullah Uslu ◽  
Keyword(s):  
Factor Analysis ◽  
Confirmatory Factor Analysis ◽  
Service Quality ◽  
Moderating Effect ◽  
Behavioural Intention ◽  
City Centre ◽  
Confirmatory Factor ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
The Relationship

The aim of this research is to test the relationship between the service quality of restaurants and electronic word-of-mouth (eWOM) communication, satisfaction, and behavioural intention and to analyse the moderating effect of the restaurant atmosphere in the relationship between service quality and eWOM. The population of the research consists of local tourists who come to the restaurants located in the city centre of Diyarbakır. Questionnaires were used to obtain the data of the research. The data were analysed using 385 surveys collected from restaurant customers using package programs (SPSS and AMOS). As a result of explanatory factor analysis, 4 service quality dimensions were determined in restaurants (tangibles, assurance, reliability, empathy), and then confirmatory factor analysis, second-order confirmatory factor analysis, a measurement model, and path analyses were carried out. According to the results of the analysis, it was determined that the service quality dimensions of the restaurants have effects on satisfaction and eWOM. In addition, restaurant atmosphere has been found to have a moderating effect on the effect of service quality dimensions on eWOM in restaurants.

Service quality, customer satisfaction, and loyalty in the banking sector

2018 ◽  
Vol 35 (8) ◽  
pp. 1546-1567 ◽  
Author(s):  
Samuel Famiyeh ◽  
Disraeli Asante-Darko ◽  
Amoako Kwarteng
Keyword(s):  
Organizational Culture ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Social Factors ◽  
Positive Relationship ◽  
Banking Sector ◽  
Content Type ◽  
Quality Dimensions ◽  
The Relationship ◽  
Customer Satisfaction And Loyalty

Purpose The purpose of this paper is to understand the moderating role of organizational culture in the relationship between service quality, customer satisfaction and loyalty in the banking sector using data from the Ghanaian banking sector. The idea is to understand the relative importance of the various service dimensions to customers patronizing banking services in Ghana and to ascertain what drives customer satisfaction and whether this satisfaction has implication on their loyalty. Design/methodology/approach The study used a survey and relied on partial least squares structural equation modeling to study the relationship between service quality and its impact on customer satisfaction and customer loyalty. Findings The result indicates that the reliability, ambiance and social factors all have a significant positive relationship with the satisfaction of customers doing business with these banks. However, assurance and responsiveness of the employees seem to have no significant relationship with the satisfaction of customers. It is also important to indicate that organizational culture seems to strengthen the positive relationship between the service quality dimensions and customer satisfaction. The results further indicate that customer satisfaction has a direct positive relationship with customer loyalty. Research limitations/implications Reliability, ambiance and social factors remain the three most important drivers of customer satisfaction in the banking sector in Ghana. It is, therefore, important for bankers to consistently undergo training and education in order to deliver more reliable services to customers. Managers should also make efforts to groom employees, provide attractive promotion materials, provide directions to the banks, make sure the banking halls are neat for customers while waiting and the provision of enough parking spaces for customers. One limitation of this work is that the data focused on only the Ghanaian banking environment. Practical implications The research shows the importance of the service quality constructs such as reliability, ambiance and the social factors on customer satisfaction and loyalty in the banking sector. The organizational culture seems to strengthen the positive relationship between empathy, reliability, tangibles and customer satisfaction. It is therefore important for banks to continue to build cultures that will commit employees to their work, so that they feel the sense of ownership of quality in order to contribute meaningfully. Originality/value The work illustrates and provides some insights and builds on the literature in the area of service quality, customer satisfaction and loyalty from a developing country’s environment using the stimulus-organism-response model. In addition, this work further highlights the importance of the moderating role of organizational culture in the relationship between the service quality dimensions and customer satisfaction.

Classification of service quality attributes using Kano’s model

2015 ◽  
Vol 33 (4) ◽  
pp. 457-470 ◽  
Author(s):  
Nirmalya Bandyopadhyay
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Integrated Approach ◽  
Quality Attributes ◽  
Index Score ◽  
Quality Model ◽  
Content Type ◽  
One Dimensional ◽  
Satisfaction Index ◽  
Quality Dimensions

Purpose – The purpose of this paper is to classify service quality elements using Kano’s two-way quality model in terms of their instrumentality to customer satisfaction. Design/methodology/approach – Service quality attributes as borrowed from the literature are classified into attractive, one dimensional, and must-be quality elements. Combinations of participants’ response to the functional and dysfunctional questions formed around each service quality element in the Kano evaluation table were instrumental in categorizing service quality elements. Customer satisfaction index in the form of satisfaction increment index (SII) and the dissatisfaction decrement index (DDI) is calculated for each of the quality attributes and service quality dimensions. Findings – Out of the 15 service quality elements two are attractive quality, six are one-dimensional quality, and seven are found to be of must-be quality. No attribute can be identified as indifferent quality or reverse quality. The convenience dimension and the operating hours attribute list on top in terms of satisfaction increment index score. The reliability dimension and the courteousness attribute list on top in terms of dissatisfaction decrement index score. Practical implications – The findings help the marketer to prioritize improvement of service quality elements and/or dimensions to satisfy customers. Originality/value – The paper develops an integrated approach to facilitate marketers identify which of the service quality elements and/or dimensions require attention to strategize effectively in order to achieve a competitive advantage in the marketplace.

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