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Outcome quality in participant sport and recreation service quality models: Empirical results from public aquatic centres in Australia

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  • Gary Howat
  • Guy Assaker

Abstract

•The present study assumes a hierarchical, multidimensional scheme for process quality and outcome quality.•Using partial least squares structural equation modelling (PLS-SEM).•Overall satisfaction fully mediates the impact of value, outcome quality and process quality on loyalty.The role of service quality outcomes has often been understated in service quality models for participant sport and recreation. The aims of this study were to validate a range of outcome quality dimensions and to compare the relative influence on loyalty of outcome quality compared to process quality and value. Using data from 2109 customers of eight public aquatic centres in Australia the results validated four first-order outcome quality dimensions which in turn determined a higher-order outcome quality construct. Moreover, the results demonstrated that a process quality construct had the most significant impact on loyalty mediated by overall satisfaction, followed by outcome quality and value. These results provide both theoretical and practical insights in terms of managing service quality in the context of community sport and recreation in general and public aquatic centres in Australia, in particular.

Suggested Citation

  • Gary Howat & Guy Assaker, 2016. "Outcome quality in participant sport and recreation service quality models: Empirical results from public aquatic centres in Australia," Sport Management Review, Taylor & Francis Journals, vol. 19(5), pages 520-535, December.
    • Handle: RePEc:taf:rsmrxx:v:19:y:2016:i:5:p:520-535
    DOI: 10.1016/j.smr.2016.04.002
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    Citations

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    Cited by:

    1. Chin-Yi Fred Fang, 2020. "Perspective of Local Government on the Performance Assessment of District Sports and Leisure Centers," Sustainability, MDPI, vol. 12(21), pages 1-21, October.
    2. Kim, Kyungyeol (Anthony) & Byon, Kevin K., 2018. "A mechanism of mutually beneficial relationships between employees and consumers: A dyadic analysis of employee–consumer interaction," Sport Management Review, Elsevier, vol. 21(5), pages 582-595.
    3. Antoine Barbier & Barbara Evrard & Nadine Dermit-Richard, 2023. "Predictive Modelling of Sports Facility Use: A Model of Aquatic Centre Attendance," Sustainability, MDPI, vol. 15(5), pages 1-17, February.
    4. Hyunseok Song & Kevin K. Byon, 2021. "Moderating Effect of the Power–Distance Belief on the Relationship between Employees’ Service Failures and Customers’ Behavioral Outcomes in the Sport Service Industry," IJERPH, MDPI, vol. 18(5), pages 1-16, March.
    5. Yoshida, Masayuki, 2017. "Consumer experience quality: A review and extension of the sport management literature," Sport Management Review, Elsevier, vol. 20(5), pages 427-442.

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