The Impact of Service Quality of Public Sports Facilities on Citizens’ Satisfaction, Image, and Word-of-mouth Intention

 

Abstract

The purpose of this study was to find the impact of the service quality of public sports facilities on citizen’s satisfaction, image, and word-of-mouth intention. To accomplish the purpose of this study, 354 citizens using a public skating rink were surveyed by means of the revised questionnaires from the prior studies (Hur, 1997; Jang & Bae, 2003; Kang et al., 2002; Lee & Shin, 2004). The content validity and reliability of the questionnaire were determined by conducting a pilot study. The reliability coefficient for the questionnaire was found to be α=.670-.786. The questionnaire utilizing a five-point Likert scale was employed to measure the degree of satisfaction, image, and word-of-mouth intention. The statistical methods in this study included frequency analysis, factors analysis, t-test, one-way ANOVA, and multiple regression analysis. For all the analyses, statistical significance was set at an alpha level of .05. The major findings obtained from this study were as follows: First, it was found that there was a significant difference in the perception of service quality of public sports facilities according to demographic characteristics, such as gender, marital status, educational level, age, occupation, and household income. Second, the operating service, event and program service and safety service had significant effects on citizen satisfaction. Third, the operating service, event and program service, safety service and use service had significant effects on their image. Finally, the results of this study also indicated that the operating service and safety service had significant effects on their word-of-mouth intention.

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