| Name: | Description: | Size: | Format: | |
|---|---|---|---|---|
| 360.24 KB | Adobe PDF |
Advisor(s)
Abstract(s)
Purpose – This study aims to assess service quality in sport child camps among both participants and parents
and its effects on satisfaction and behavioural intentions.
Design/methodology/approach – Data were collected from participants (n5258) and parents (n5226) of a
sport child camp. A confirmatory factor analysis analysed the psychometric properties of the constructs, and a
subsequent structural equation model examined the effects of service quality on satisfaction and behavioural
intentions.
Findings – The results indicate a multi-dimensional construct of service quality that influences satisfaction
and behavioural intentions differently among parents and participants. For participants, Service Failures and
Recovery, Safety and Food influenced satisfaction, while Service Failures and Recovery and Fun influenced
Behavioural Intentions. For parents, Management Commitment to Service Quality, Staff, Food and Contact
with Physical Environmental influenced satisfaction, while Management Commitment to Service Quality and
Staff influenced Behavioural intentions.
Research limitations/implications – Both parents and participants’ perceptions of service quality in sport
child camps were captured and its effects on satisfaction and behavioural intentions. The study provides sport
child camp managers with critical information about service delivery and its outcomes among the two key
consumers (participants and parents).Originality/value – This study offers new ideas to advance knowledge on sport child camps by capturing the
perceptions of two key stakeholders and providing useful insights into how different attributes of service
quality influence the levels of satisfaction and behavioural intentions among parents and participants.
Description
Keywords
Sport child camps Sport consumer Service quality Satisfaction Behavioural intentions
Pedagogical Context
Citation
Sousa, Marisa; Gonçalves, Celina; Biscaia, Rui; Carvalho, Maria José (2023). Service quality, satisfaction and behavioural intentions in sport child camps: participants and parents' perspectives. International Journal of Sports Marketing and Sponsorship. ISSN 1464-6668. 25:1. p. 18-41
Publisher
Emerald