ISSN 2736-1721
Global Journal of Business Management ISSN 6731-4538 Vol. 10 (7), pp. 001-011, July, 2016. © International Scholars Journals
Full Length Research Paper
The relationship between team identification and service quality perceptions in professional football
Ramazan Timucin Gencer
Department of Sport Management, School of Physical Education and Sports, Ege University, Bornova, Izmir, Turkey. E-mail: [email protected]. Tel: 90.232.3425714. Fax: 90.232.3399000.
Accepted 02 June, 2016
Abstract
In this study the relationship between team identification and service quality perceptions of football spectators is examined. 608 football spectators from 3 different teams who played their games at the same stadium participated in the study. Spectators completed a questionnaire packet containing a demographic form, the Sport Spectator Identification Scale (SSIS) and Scale of Perceived Service Quality in Professional Sport (S_PSQPS). Examining correlation between service quality perceptions and team identification it was interesting to see that there was negatively inclined low degree of correlation between team identification and quality perceptions on physical environment. The difference determined in physical environment quality between the spectators of the 3 different teams playing their games at the same stadium is extremely striking. Core service quality perceptions presented a downward trend amongst spectators attending games for long periods of time and this stands out as a significant finding demanding the attention of professional football managers.
Key words: Service, quality, identification, sport, football, spectators.