ABSTRACT

The majority of sport service quality research uses a performance-only measurement technique, a major departure from the foundational theories upon which those studies are grounded. In this study we examined the utility of importance-performance analyses (IPA) to the measurement of sport service quality. Importance-performance analysis has been scantly used in sport literature, and the research that has employed it has ignored advancements: Gap 1 analysis, Gap 2 analysis, and three-factor theory. Data were collected via a partnership with a professional soccer club in the United States. A total of 680 respondents completed the online questionnaire, and responses were used to conduct the four analyses. Results demonstrate the utility of IPA and benefits of measuring both importance and performance to understand consumer attitudes when making service attribute decisions.

摘要

大多数体育服务质量研究使用仅表现的测量技术，这与这些研究所依据的基础理论有很大的不同。在这项研究中，我们检查了重要性绩效分析 (IPA) 对体育服务质量测量的效用。重要性-表现分析在体育文献中很少使用，采用它的研究忽略了进步：差距 1 分析、差距 2 分析和三因素理论。数据是通过与美国一家职业足球俱乐部的合作伙伴关系收集的。共有 680 名受访者完成了在线问卷调查，并根据回答进行了四项分析。