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- W2263224162 abstract "The purpose of this study was to examine the relationships between customer satisfaction, perceptions of the physical facility, the core product, and service personnel. Cross-sectional survey research was used in this study. The sample was selected from the population of spectators at a professional soccer game in Suwon Wolrdcup Stadium in July, 2002, and questionnaires were distributed to every 10th adult entering the facility. Perceptions of the physical facility were measured using Wakefield et al.'s(1996) 26-item sportscaps scale, which included items that addressed stadium access, facility aesthetics, scoreboard quality, seating comfort, and layout accessibility, and perceptions of the core product were measured using Zhang et al.'s (1997) scale, which included items that addressed the team's overall quality, win/loss record, place in standings, team history, and the number of star players on the team. Also, perceptions of service personnel were measured using Howat, Absher, Crilley, and Milne's (1996) 4-item staff quality scale whose items were also measured on a 7-point Likert scale anchored by strongly disagree to strongly agree. Lastly, customer satisfaction was measured by three items defined by Oliver (1980) that have been used in previous sport management research (Madrigal, 1995). Data were analyzed to address the research question using the SPSS version 10.0 software package. The results indicate that all the variables are significantly correlated with one another at the 0.01 significance level for the entire sample and results from this study revealed that all three elements of service experience are correlated with the satisfaction level of the spectators attending chosen professional soccer game. In conclusion, sport managers have to concentrate on providing quality service for their customers in order to retain them." @default.
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- W2263224162 date "2003-06-01" @default.
- W2263224162 modified "2023-09-23" @default.
- W2263224162 title "The relationship study of service experience factors on customer satisfaction and repurchasing intention in professional soccer league" @default.
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