The Relationships among Service Quality, Value, Satisfaction, and Future Intentions of Customers at an Australian Sports and Leisure Centre

The concept of value and its relationship to service quality, satisfaction and behavioural intentions was studied in a sample of 218 sports and leisure centre customers. Using structural equation modelling, this study focused on the role that value may play as a potentially significant mediating variable in the service quality --> satisfaction --> behavioural intentions chain. Findings indicated that value appears to play an important mediating role in satisfaction judgments of customers. This exploratory study is a step towards developing more comprehensive models to assist managers of sports and leisure centres to better understand the key drivers of satisfaction and customers' future purchase or visitation intentions.

[1]  G. Mcdougall,et al.  Customer satisfaction with services: putting perceived value into the equation , 2000 .

[2]  J. J. Cronin,et al.  Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments , 2000 .

[3]  Steven A. Taylor,et al.  An assessment of the relationship between service quality and customer satisfaction in the formation of consumers' purchase intentions , 1994 .

[4]  A. Parasuraman,et al.  A MULTIPLE-ITEM SCALE FOR MEASURING CUSTOMER PERCEPTIONS OF SERVICE QUALITY , 1988 .

[5]  R. Lancioni,et al.  Measuring service quality: a systems approach , 1995 .

[6]  Michael K. Brady,et al.  Searching for a consensus on the antecedent role of service quality and satisfaction: an exploratory cross-national study , 2001 .

[7]  P. Chelladurai,et al.  Targets and Standards of Quality in Sport Services , 2000 .

[8]  Steven A. Taylor,et al.  Measuring Service Quality: A Reexamination and Extension , 1992 .

[9]  Brad Andrew Hill,et al.  Repeat Attendance as a Function of Involvement, Loyalty, and the Sportscape Across Three Football Contexts , 2000 .

[10]  J. J. Dahlgaard,et al.  A causal model for employee satisfaction , 2000 .

[11]  R. MacCallum,et al.  Applications of structural equation modeling in psychological research. , 2000, Annual review of psychology.

[12]  R. Hurley,et al.  Alternative indexes for monitoring customer perceptions of service quality: A comparative evaluation in a retail context , 1998 .

[13]  George Philip,et al.  The measurement of service quality: a new P‐C‐P attributes model , 1997 .

[14]  J. Carman.  Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions , 1990 .

[15]  Deborah E. Rosen,et al.  Evaluating relationships: are satisfaction and quality enough? , 1998 .

[16]  F. Buttle.  SERVQUAL: review, critique, research agenda , 1996 .

[17]  Sajeev Varki,et al.  The Role of Price Perceptions in an Integrated Model of Behavioral Intentions , 2001 .

[18]  Emin Babakus,et al.  An empirical assessment of the SERVQUAL scale , 1992 .

[19]  A. Parasuraman,et al.  More on improving service quality measurement , 1993 .

[20]  S. J. Backman.  An investigation of the relationship between activity loyalty and perceived constraints. , 1991 .

[21]  V. Zeithaml.  Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence: , 1988 .

[22]  Jaishankar Ganesh,et al.  Understanding the Customer Base of Service Providers: An Examination of the Differences between Switchers and Stayers , 2000, Journal of Marketing.

[23]  B. Wernerfelt,et al.  Defensive Marketing Strategy by Customer Complaint Management: A Theoretical Analysis , 1987 .

[24]  Mary Jo Bitner,et al.  The Service Encounter: Diagnosing Favorable and Unfavorable Incidents: , 1990 .

[25]  Steven A. Taylor,et al.  Servperf versus Servqual: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality , 1994 .

[26]  Ko de Ruyter,et al.  Merging service quality and service satisfaction. An empirical test of an integrative model , 1997 .

[27]  Dennis M. Bline,et al.  Using Structural Equation Modeling to Investigate the Causal Ordering of Job Satisfaction and Organizational Commitment Among Staff Accountants , 1997 .

[28]  D. Murray,et al.  The relationships between service problems and perceptions of service quality, satisfaction, and behavioral intentions of Australian public sports and leisure center customers. , 1999 .

[29]  Sheila J. Backman,et al.  An Investigation of Selected Factors' Impact on Golfer Satisfaction and Perceived Value , 1999 .

[30]  Magnus Söderlund.  Customer satisfaction and its consequences on customer behaviour revisited , 1998 .

[31]  R. Teas,et al.  Expectations as a Comparison Standard in Measuring Service Quality: An Assessment of a Reassessment , 1994 .

[32]  Daniel F. Mahony,et al.  The Impact of Fan Attitudes on Intentions to Watch Professional Basketball Teams on Television , 1999 .

[33]  Kenneth L. Bernhardt,et al.  A Longitudinal Analysis of Satisfaction and Profitability , 2000 .

[34]  John L. Crompton,et al.  Users' perceptions of the relative importance of service quality dimensions in selected public recreation programs. , 1989 .

[35]  James C. Anderson,et al.  Monte Carlo Evaluations of Goodness of Fit Indices for Structural Equation Models , 1992 .

[36]  Michael A. McCollough,et al.  An Empirical Investigation of Customer Satisfaction after Service Failure and Recovery , 2000 .

[37]  Barry J. Babin,et al.  The nature of satisfaction: An updated examination and analysis , 1998 .

[38]  R. Hallowell.  The relationships of customer satisfaction, customer loyalty, and profitability: an empirical study , 1996 .

[39]  A. Parasuraman,et al.  SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. , 1988 .

[40]  A. Parasuraman,et al.  Reassessment of expectations as a comparison standard in measuring service quality: Implications , 1994 .

[41]  J. E. Swan,et al.  SERVQUAL revisited: a critical review of service quality , 1996 .

[42]  Michael A. Jones,et al.  Transaction‐specific satisfaction and overall satisfaction: an empirical analysis , 2000 .

[43]  D. Fesenmaier,et al.  Identifying dimensions of service quality in public recreation. , 1991 .

[44]  Jc Ko de Ruyter,et al.  On the relationship between perceived service quality, service loyalty and switching costs , 1998 .

[45]  Veronica Liljander,et al.  Emotions in service satisfaction , 1997 .

[46]  Kathryn Bishop Gagliano,et al.  Customer Expectations and Perceptions of Service Quality in Retail Apparel Specialty Stores , 1994 .

[47]  Richard A. Spreng,et al.  Modelling the relationship between perceived value, satisfaction and repurchase intentions in a business‐to‐business, services context: an empirical examination , 1997 .