Abstract
Purpose - Purpose - This study aimed to test if the proposed by Shonk and Chelladurai (2008) service quality model can be applied in the context of a small scale sport event. This model proposes the following dimensions: a) Access Quality, b) Venue Quality and c) Contest Quality. Furthermore the study aimed to test if satisfaction acts as a mediator of the relationships between service quality and behavioral intentions. Design/methodology/approach - Design/methodology/approach - Two hundred and twelve (N=212) spectators of a summer outdoor small scale beach volleyball event participated in the study. A confirmatory factor analysis (CFA) was used to test the factorial validity of the service quality model followed by alpha reliability analysis. The test for mediation as discussed in Baron and Kenny (1986) was used to test for the mediation effect of satisfaction on the relationship 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 our 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.
Purpose - Purpose - This study aimed to test if the proposed by Shonk and Chelladurai (2008) service quality model can be applied in the context of a small scale sport event. This model proposes the following dimensions: a) Access Quality, b) Venue Quality and c) Contest Quality. Furthermore the study aimed to test if satisfaction acts as a mediator of the relationships between service quality and behavioral intentions. Design/methodology/approach - Design/methodology/approach - Two hundred and twelve (N=212) spectators of a summer outdoor small scale beach volleyball event participated in the study. A confirmatory factor analysis (CFA) was used to test the factorial validity of the service quality model followed by alpha reliability analysis. The test for mediation as discussed in Baron and Kenny (1986) was used to test for the mediation effect of satisfaction on the relationship 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 our 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.