Examining the effects of team identification, e-service quality (e-SQ) and satisfaction on intention to revisit sports websites

Young Ik Suh · Taesoo Ahn · Paul M. Pedersen

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

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Customer Service Quality and Loyalty Technology Adoption and User Behaviour Sports, Gender, and Society

Abstract

The purpose of this study is to propose a conceptual model for identifying the factors of e-service quality (e-SQ) and for investigating the impact of team identification, e-SQ and satisfaction on behavioural intention to revisit sports websites. The proposed conceptual framework includes five service quality factors of sports websites (usability, privacy, reliability, information, appearance). Based on the previous literature in the areas of e-SQ and team identification, this study attempts to develop a model to better understand the relationships between each construct. The Structural Equation Modelling (SEM) results with a convenience sample of 409 college students reveal that team identification has a positive and significant effect on e-SQ, satisfaction and revisitation. In addition, satisfaction is found to be a mediator between e-SQ and revisitation.

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References

1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error 1989Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology 2012Principles and Practice of Structural Equation Modeling 1992Measuring Service Quality: A Reexamination and Extension 2000Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments 2004E-S-QUAL 2000E-satisfaction: an initial examination 2002Key dimensions of business-to-consumer web sites

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