The role of perceived value and emotions in the satisfaction and future intentions of spectators

Abstract

The quality of service offered by sports entities has become a good predictor of user satisfaction and also future intentions. To know the future intentions of customers of any service is a key objective to develop service improvement and retention strategies. This need has also become apparent to professional sports clubs. In this study, the relationship between perceived quality (tangibles, staff, complementary services and outcome quality), perceived value, emotions, satisfaction and future intentions of spectators are analyzed for a sporting event. Consequently, the main objectives proposed in this study were to test a model of causal relationships whereby the perceived value is a function of perceived quality, satisfaction is a consequence of quality, perceived value and emotions, and future intentions are a function of satisfaction and perceived value, and to know the importance of perceived value in predicting future intentions of the spectator. The research was conducted on a basketball club of the Spanish premier league, where 563 spectators were surveyed with a selfadministered questionnaire. The original scale used for the analysis of perceived quality consisted of 9 items with an alternative seven-point response and was called Eventqual-R, that is the short version of Eventqual which is used in the regular leagues of professional basketball. Results indicate that perceived value is the best predictor of the satisfaction and future intentions of spectators, while quality and emotions have limited relevance as predictors of spectator satisfaction.

Overall Quality of Sporting Events and Emotions as Predictors of Future Intentions of Duathlon Participants

“…This lack of relationship suggests that the participants in this event give more importance to quality than to the associated costs of attending. The study also does not support the relationship between value and general satisfaction, in contrast to the study of Murray and Howat (2002), Clemes et al (2011), or that of Calabuig-Moreno et al (2016a). The results also give more importance to the emotional aspects related to satisfaction than to value.…”

The attitude of online fans: perceived value, expectation, and identification on VAR satisfaction

“…The higher the VAR fan perception value, the higher the actual satisfaction of the fan. Perceived value was identified as the most influential variable in all studies, herein, the results of this study are similar to those of previous ones (Greenwell et al, 2002;Moreno et al, 2015;Calabuig-Moreno et al, 2016). Using the analysis path, it was noted that the fan's perceived value of VAR in enhancing the quality and atmosphere of the game exerted a marginal impact on VAR satisfaction.…”

“…In the research on the satisfaction of tennis event spectators, it is observed that the enjoyment and economic perceived value of the spectators exerts a positive impact on satisfaction (Wang et al, 2021). Calabuig- Moreno et al (2016) conducted a study utilized a basketball club in the Spanish League to investigate the satisfaction of 563 spectators to the game, and they noted that the perceived value positively affects the satisfaction of the audience. Similarly, the research on basketball audience satisfaction indicates that perceived value is the most influential factor in sports audience satisfaction (Moreno et al, 2015) and Mostaghimi et al (2016) obtained similar conclusions.…”

Identification of the Opportunities to Improve Customer's Experience in E-Commerce

“…Cox and Dale (2001) mentioned that the main distinction between the physical service environment and the website interface is the ability of customization of the services to needs of individuals that companies have. Range of researchers focuses on the evaluation of the quality of website (Davidavičienė, Sabaitytė, and Davidavičius, 2017;Kirk and Abrahams, 2017;Knezevic, Davidaviciene, and Skrobot, 2017;Moreno et al, 2016), and the customer behavior (Claudy, Garcia, and O'Driscoll, 2015;Laudon and Traver, 2016;Saridakis et al, 2015). The peculiarities of navigation and perception of the quality of e-commerce in Lithuania were analyzed by Davidaviciene, Pabedinskaite, and Davidavicius (2017), Davidavičienė, Sabaitytė, and Davidavičius (2017).…”