Perceptions of Service Quality and Satisfaction among the Spectators. A Mega-Sport Event: PyeongChang 2018 Olympic Winter Games

      Аннотация: Many sport management scholars have dealt with numerous issues of qualities in various types of sport services. It is essential to identify the determinants of spectators’ satisfaction based on their experience to enhance service quality for future events. The XXIII Olympic Winter Games was hosted by Pyeongchang, South Korea in 2018. The purpose of this research was to examine the relationship between service qualities and spectators’ satisfaction. A questionnaire was developed based on access, transportation, accommodation, venue, game, augmented service, and interaction qualities. The findings of the study were based on the analysis of a sample of 214. The CFA confirmed that the CFA measurement model fit good (CMIN/DF =1.459, RMSEA = 0.046, TLI = 0.958, CFI = 0.963). SEM also was a good fit for the data (CMIN/DF = 2.003, RMSEA = 0.069, TLI = 0.908, CFI = 0.917). Since this was the very first measurement model for winter mega-sport event, it was named “Win-SERVQUAL” model. This study is limited to the sample being restricted to a single mega Winter Games. The recommendations would suggest further needs, ideas, and knowledge to the organizing committees.

Ключевые слова: service quality, Spectator Sports, mega-sport event, PyeongChang 2018, Winter Olympics