Service Quality, satisfaction and behavioural intentions in sport child camps: Participants and parents’ perspectives

Marisa Sousa, Celina Gonçalves, Rui Biscaia, Maria José Carvalho

Research output: Contribution to journalArticlepeer-review

Abstract

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 (n = 258) and parents (n = 226) 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.

Original languageEnglish
Pages (from-to)18-41
Number of pages24
JournalInternational Journal of Sports Marketing and Sponsorship
Volume25
Issue number1
Early online date21 Apr 2023
DOIs
Publication statusPublished - 19 Jan 2024

Keywords

  • Behavioural intentions
  • Satisfaction
  • Service quality
  • Sport child camps
  • Sport consumer

ASJC Scopus subject areas

  • Marketing
  • Business and International Management
  • Finance

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