The influence of service quality on satisfaction and behavioral intentions of football spectators: a study in Pernambuco football | Zendy

Marcos Antônio Barros Filho | Zendy; Carlos Augusto Mulatinho de Queiroz Pedroso | Zendy; Yves Miranda | Zendy; José Pedro Sarmento | Zendy; Victor Henrique Rodrigues Silva | Zendy; Cláudia Dias | Zendy

Open Access

The influence of service quality on satisfaction and behavioral intentions of football spectators: a study in Pernambuco football

Author(s) -

Marcos Antônio Barros Filho,

Carlos Augusto Mulatinho de Queiroz Pedroso,

Yves Miranda,

José Pedro Sarmento,

Victor Henrique Rodrigues Silva,

Cláudia Dias

Publication year - 2020

Publication title -

journal of physical education

Language(s) - English

Resource type - Journals

SCImago Journal Rank - 0.18

H-Index - 9

ISSN - 2448-2455

DOI - 10.4025/jphyseduc.v32i1.3203

Subject(s) - structural equation modeling , championship , football , psychology , club , service quality , social psychology , applied psychology , sample (material) , quality (philosophy) , perception , service (business) , advertising , mathematics , marketing , statistics , geography , medicine , business , philosophy , chemistry , archaeology , chromatography , epistemology , neuroscience , anatomy

The aim of this study was to examine the influence of service quality perception on spectators’ satisfaction and behavioral intentions in the Pernambuco Professional Football Championship of 2017 - Brazil. Data were collected on match days, using an adapted questionnaire, consisting of four variables. The sample was composed of spectators at the competition, divided into two moments (1st. n = 386 / 2nd. n = 620). The data were analyzed through two-step structural equation modeling in AMOS 24. After the refinement of the model, the results of the structural model [χ² (314) = 762.849 (p <.001) χ² / df = 2.42; GFI = .92; CFI = .95; RMSEA = .05] indicated that the players' performance positively influenced both satisfaction (β = .76, p <.001) and behavioral intentions (β = .33, p <.001). In turn, the crowd experience had a positive influence only on the spectators’ behavioral intentions (β = .38, p <.001). It is concluded that provision of service quality, positively evaluated by the spectators, especially in relation to the aspects of the game/players, is a way for the club to satisfy them and generate positive behavioral intentions.

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