Predicting spectators’ behavioural intentions in professional football: The role of satisfaction and service quality

Kostas Alexandris · Nikolaos Tsigilis · Serafim Karvounis

192 citations0/0 files storedSport Management Review

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Sports, Gender, and Society Customer Service Quality and Loyalty Sport and Mega-Event Impacts

Abstract

Highlights► We examined the relationships among service quality, satisfaction and fans’ behavioural intentions in professional soccer. ► Both process and outcome quality dimensions significantly influenced fans’ satisfaction, with the technical one being the most influential. ► Fans’ satisfaction influenced their behavioural intentions.

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1999Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives 1988Structural equation modeling in practice: A review and recommended two-step approach.1998Principles and Practice of Structural Equation Modeling 1988On the Evaluation of Structural Equation Models 1985A Conceptual Model of Service Quality and Its Implications for Future Research 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 1996The Behavioral Consequences of Service Quality 1992Measuring Service Quality: A Reexamination and Extension

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