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

Abstract

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.

O impacto do valor da marca na satisfação dos torcedores de futebol no Brasil

“…Many studies on the quality of football club services have considered the importance of elements of the main service (i.e. the game) as an antecedent of satisfaction (Barros Filho et al, 2021;Theodorakis et al, 2013). From the perspective of the present study, it was observed that the mental associations related to the success of the team in the field, which also involves the performance of the head coach, are very important factors to satisfy the fan.…”