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

Predicting visitors’ satisfaction and behavioral intentions from service quality in the context... 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. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png International Journal of Event and Festival Management Emerald Publishing

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

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Publisher
Emerald Publishing
Copyright
Copyright © 2014 Emerald Group Publishing Limited. All rights reserved.
ISSN
1758-2954
DOI
10.1108/IJEFM-04-2013-0006
Publisher site
See Article on Publisher Site

Abstract

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.

Journal

International Journal of Event and Festival ManagementEmerald Publishing

Published: Mar 11, 2014

Keywords: Satisfaction; Service quality; Behavioral intentions; Small‐scale events

References