IDEAS home Printed from https://ideas.repec.org/h/zbw/entr21/262250.html
   My bibliography  Save this book chapter

Functional Quality of Service During Events: An Empirical Analysis

In: Proceedings of the ENTRENOVA - ENTerprise REsearch InNOVAtion Conference, Hybrid Conference, Zagreb, Croatia, 9-10 September 2021

Author

Listed:
  • Lamberz, Julia
  • Litfin, Thorsten

Abstract

Visitors to events attach great importance to the range of artists and their performances and the quality of their stay and services. To create a staging and, consequently, an emotionalization of the visitor, many action areas simultaneously take effect at an event. In this context, the customer satisfaction of visitors plays a major role for event organizers, which aims to generate a competitive advantage over other providers and be attractive for artists simultaneously. This article aims to analyse the perceived functional quality of service (QoS) during various events in a multi-purpose event venue. The analysis was based on 563 primary data samples. On the off chance, selected visitors were during the events recruited and interviewed using a standardized questionnaire. The data were collected during the break of five events. These events took place in the period from mid-November to mid-December 2019. This was supplemented by an online survey of enthusiastic fan club visitors who regularly watch handball matches within the event venue. The online survey was conducted in parallel with the surveys during November 2019. Overall, the results showed a high level of satisfaction among visitors regarding the QoS. In addition to services, exploratory factor analysis identified cleanliness as a satisfaction factor that significantly accounted for overall service satisfaction. Differences in the perception of both factors could be detected between the fan club visitors on the one hand and all other visitors of various events (comedy, music, sports) on the other. Based upon the results of this analysis, the event managers of this venue are enabled to employ target group-oriented improvements of individual services to consolidate and increase customer satisfaction.

Suggested Citation

  • Lamberz, Julia & Litfin, Thorsten, 2021. "Functional Quality of Service During Events: An Empirical Analysis," Proceedings of the ENTRENOVA - ENTerprise REsearch InNOVAtion Conference (2021), Hybrid Conference, Zagreb, Croatia, in: Proceedings of the ENTRENOVA - ENTerprise REsearch InNOVAtion Conference, Hybrid Conference, Zagreb, Croatia, 9-10 September 2021, pages 233-243, IRENET - Society for Advancing Innovation and Research in Economy, Zagreb.
  • Handle: RePEc:zbw:entr21:262250
    DOI: 10.54820/YJTC7325
    as

    Download full text from publisher

    File URL: https://www.econstor.eu/bitstream/10419/262250/1/22-ENT-2021.pdf
    Download Restriction: no

    File URL: https://libkey.io/10.54820/YJTC7325?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    References listed on IDEAS

    as
    1. Kelley, Scott W. & Turley, L. W., 2001. "Consumer perceptions of service quality attributes at sporting events," Journal of Business Research, Elsevier, vol. 54(2), pages 161-166, November.
    2. Henry Kaiser, 1958. "The varimax criterion for analytic rotation in factor analysis," Psychometrika, Springer;The Psychometric Society, vol. 23(3), pages 187-200, September.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Bonhomme, Stphane & Robin, Jean-Marc, 2009. "Consistent noisy independent component analysis," Journal of Econometrics, Elsevier, vol. 149(1), pages 12-25, April.
    2. Fernando Castelló-Sirvent & Pablo Pinazo-Dallenbach, 2021. "Corruption Shock in Mexico: fsQCA Analysis of Entrepreneurial Intention in University Students," Mathematics, MDPI, vol. 9(14), pages 1-31, July.
    3. Matkovskyy, Roman, 2013. "To the Problem of Financial Safety Estimation: the Index of Financial Safety of Turkey," MPRA Paper 47673, University Library of Munich, Germany.
    4. Jha, Raghbendra & Murthy, K. V. Bhanu, 2003. "An inverse global environmental Kuznets curve," Journal of Comparative Economics, Elsevier, vol. 31(2), pages 352-368, June.
    5. Rodríguez-Fuentes, Carlos Javier & Hernández-López, Montserrat, 1997. "Análisis de diferencias estructurales interregionales determinantes en el impacto de la política monetaria," Estudios de Economia Aplicada, Estudios de Economia Aplicada, vol. 7, pages 141-157, Junio.
    6. Ivaldi, Enrico, 2013. "Proposal of a country risk index based on a factorial analysis - Una proposta di indice di rischio paese basato sull’analisi fattoriale: una applicazione ai paesi del sud del Mediterraneo e ai paesi d," Economia Internazionale / International Economics, Camera di Commercio Industria Artigianato Agricoltura di Genova, vol. 66(2), pages 231-249.
    7. Vesselina Dimitrova & Georgi Marinov & Lino Manosperta, 2019. "Developing Low-Carbon Tourism In Puglia: Case Study Of I. Archeo.S Project," Economic Archive, D. A. Tsenov Academy of Economics, Svishtov, Bulgaria, issue 2 Year 20, pages 16-32.
    8. Noor Nahar Begum & Sarabia Rahman, 2016. "An Analytical Study on Investors¡¯ Preference towards Mutual Fund Investment: A Study in Dhaka City, Bangladesh," International Journal of Economics and Finance, Canadian Center of Science and Education, vol. 8(10), pages 184-191, October.
    9. Coppola, A. & Ianuario, S. & Chinnici, G. & Di Vita, G. & Pappalardo, G. & D'Amico, D., 2018. "Endogenous and Exogenous Determinants of Agricultural Productivity: What Is the Most Relevant for the Competitiveness of the Italian Agricultural Systems?," AGRIS on-line Papers in Economics and Informatics, Czech University of Life Sciences Prague, Faculty of Economics and Management, vol. 10(2).
    10. De Nicola, Arianna & Gitto, Simone & Mancuso, Paolo, 2013. "Airport quality and productivity changes: A Malmquist index decomposition assessment," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 58(C), pages 67-75.
    11. Henk Kiers, 1994. "Simplimax: Oblique rotation to an optimal target with simple structure," Psychometrika, Springer;The Psychometric Society, vol. 59(4), pages 567-579, December.
    12. Dolores Gallardo-Vázquez, 2023. "Attributes influencing responsible tourism consumer choices: Sustainable local food and drink, health-related services, and entertainment," Oeconomia Copernicana, Institute of Economic Research, vol. 14(2), pages 645-686, June.
    13. Thomas Despois & Catherine Doz, 2022. "Identifying and interpreting the factors in factor models via sparsity : Different approaches," Working Papers halshs-03626503, HAL.
    14. Edyta Puskarczyk, 2020. "Application of Multivariate Statistical Methods and Artificial Neural Network for Facies Analysis from Well Logs Data: an Example of Miocene Deposits," Energies, MDPI, vol. 13(7), pages 1-18, March.
    15. Iversen, Sara V. & Naomi, van der Velden & Convery, Ian & Mansfield, Lois & Holt, Claire D.S., 2022. "Why understanding stakeholder perspectives and emotions is important in upland woodland creation – A case study from Cumbria, UK," Land Use Policy, Elsevier, vol. 114(C).
    16. Ponzoa, José M. & Gómez, Andrés & Mas, José M., 2023. "EU27 and USA institutions in the digital ecosystem: Proposal for a digital presence measurement index," Journal of Business Research, Elsevier, vol. 154(C).
    17. Anastasia Stathopoulou & Tommy Kweku Quansah & George Balabanis, 2022. "The Blinding Effects of Team Identification on Sports Corruption: Cross-Cultural Evidence from Sub-Saharan African Countries," Journal of Business Ethics, Springer, vol. 179(2), pages 511-529, August.
    18. Thomas Despois & Catherine Doz, 2023. "Identifying and interpreting the factors in factor models via sparsity: Different approaches," Journal of Applied Econometrics, John Wiley & Sons, Ltd., vol. 38(4), pages 533-555, June.
    19. Silva, J.F. & Santos, J.L. & Ribeiro, P.F. & Marta-Pedroso, C. & Magalhães, M.R. & Moreira, F., 2024. "A farming systems approach to assess synergies and trade-offs among ecosystem services," Ecosystem Services, Elsevier, vol. 65(C).
    20. Xia Vivian Zhou & Kimberly L. Jensen & James A. Larson & Burton C. English, 2021. "Farmer Interest in and Willingness to Grow Pennycress as an Energy Feedstock," Energies, MDPI, vol. 14(8), pages 1-16, April.

    More about this item

    Keywords

    customer satisfaction; event management; quality of service (QoS); factor analysis;
    All these keywords.

    JEL classification:

    • M30 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - General
    • M39 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Other

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:zbw:entr21:262250. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: ZBW - Leibniz Information Centre for Economics (email available below). General contact details of provider: https://www.entrenova.org/ .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.