Spectators’ perceived service quality of a football event. Analysing differences between groups

Josep Crespo Hervás, Carlos Pérez-Campos, Javier Mundina Gómez

Abstract


The aim of this paper is to analyse the perceived quality and satisfaction of football spectators of an international multisport event. A sample of 203 football spectators was studied through a questionnaire. The results show a high performance of perceived quality and satisfaction of spectators. No statistically significant differences in the assessment of satisfaction, perceived quality and elements of competition among football spectators were found by gender. The age is an important variable of perceived quality due to statistically significant differences between different age groups were observed. Similarly, football spectators are more satisfied than other sports spectators of the Mediterranean Games. These results add to the understanding of sports events and therefore should allow management to implement strategies that improve the quality of services offered in football events


Keywords


Service quality; satisfaction; football; sporting events

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