Article2013

The role of service quality and ticket pricing on satisfaction and behavioural intention within professional football

Rui Biscaia · Abel Correia · Masayuki Yoshida · Antonio Fernando Boleto Rosado · João Paulo Marôco

71 citations0/0 files storedInternational Journal of Sports Marketing and Sponsorship

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Customer Service Quality and Loyalty Consumer Behavior in Brand Consumption and Identification Sports, Gender, and Society

Abstract

This paper aims to assess service quality in professional football and to examine the effects of service quality and ticket pricing on satisfaction and behavioural intention. Data were collected among football fans and the results of a confirmatory factor analysis (CFA) supported the psychometric properties of the service quality model. A structural equation model (SEM) revealed that the service quality construct impacts both satisfaction and behavioural intention. Also, behavioural intention is influenced by ticket pricing and satisfaction. Managerial implications of these results are discussed and guidelines for future research are suggested.

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References

1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error 1988Structural equation modeling in practice: A review and recommended two-step approach.1998Principles and Practice of Structural Equation Modeling 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 1988Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence 1989Structural Equations with Latent Variables 1996The Behavioral Consequences of Service Quality 1992Measuring Service Quality: A Reexamination and Extension

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