A service quality framework in the context of professional football in Greece

Abstract

This study examines the mediating role of Overall Service Quality in the service quality-customer satisfaction relationship in the context of professional football. Quantitative data were collected from a survey of 415 spectators attending a professional football game in Greece. A confirmatory factor analysis (CFA) was employed to examine the validity of the scale. Multiple regression analyses was used to assess the mediation effect of Overall Service Quality. Results of the CFA and alpha test supported the psychometric property of the scale. Overall Service Quality was shown to mediate the relationship between the five dimensions of service quality and fans' satisfaction.