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.
International Journal of Event and Festival Management – Emerald Publishing
Published: Mar 11, 2014
Keywords: Satisfaction; Service quality; Behavioral intentions; Small‐scale events
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