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A service quality framework in the context of professional football in Greece

Nicholas D Theodorakis (Assistant Professor in Sport Management, Aristotle University of Thessaloniki, Greece)
Kostas Alexandris (Assistant Professor in Leisure Management, Aristotle University of Thessaloniki, Greece)
Yong Jae Ko (Associate Professor of Sport Management, University of Florida, USA)

International Journal of Sports Marketing and Sponsorship

ISSN: 1464-6668

Article publication date: 1 July 2011

508

Abstract

This study examines the mediating role of Overall Service Quality in the service quality-customer satisfaction relationship in the context of professional football. Quantitative data were collected from a survey of 415 spectators attending a professional football game in Greece. A confirmatory factor analysis (CFA) was employed to examine the validity of the scale. Multiple regression analyses was used to assess the mediation effect of Overall Service Quality. Results of the CFA and alpha test supported the psychometric property of the scale. Overall Service Quality was shown to mediate the relationship between the five dimensions of service quality and fans' satisfaction.

Keywords

Citation

Theodorakis, N.D., Alexandris, K. and Ko, Y.J. (2011), "A service quality framework in the context of professional football in Greece", International Journal of Sports Marketing and Sponsorship, Vol. 12 No. 4, pp. 57-71. https://doi.org/10.1108/IJSMS-12-04-2011-B005

Publisher

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Emerald Group Publishing Limited

Copyright © 2011 by Winthrop Publications Limited

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