Publication:
A Confirmative Study of Customer Satisfaction and Behavior Intensions on Sporting Events

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dc.contributor.advisor林文郎
dc.contributor.advisorLin, Wen-Lang
dc.creator范民娜
dc.creatorPhan, Danh-Na
dc.date2014
dc.date.accessioned2017-02-27T13:30:50Z
dc.date.accessioned2025-07-30T15:38:24Z
dc.date.available2017-02-27T13:30:50Z
dc.date.issued2017-02-27T13:30:50Z
dc.description學位類別：碩士
dc.description校院名稱：國立臺灣體育運動大學
dc.description系所名稱：運動管理學系碩士班
dc.description學號：10105012
dc.description畢業學年度：102年
dc.description論文頁數：87頁
dc.description.abstract無中文摘要
dc.description.abstractPurpose: The purpose of this study was to investigate the relationships among service quality, game quality, customer satisfaction and behavior intensions in 2014 Vietnam University Games. Methods: The study was conducted to survey in the final round of the games. Data were collected from the spectator’s (n = 536) who were attending the games in Tan Binh arena, Vietnam. Then, Confirm Factor Analysis (CFA) and Structure Equation Model (SEM) were adopted to test relationship among the hypothesis models. Results: Confirmatory factor analysis a measurement model among 7 latent variables including service employees, environment experiences, opponent characteristics, player performance, game atmosphere, customer satisfaction and behavior intensions showed that the model was a good fit (CFI = .952, GFI = .902, RMSEA = .060, χ^2/df=2.906). The second-order-factor model was revealed an inadequate fit to data of service quality model (CFI = .981, GFI = .981, RMSEA = .075, χ^2/df=4.026) and game quality model (CFI = .964, GFI = .946, RMSEA = .076, χ^2/df=4.077). The Structural equation model was also good of fit (CFI = .908, GFI = .877, RMSEA = .082, χ^2/df=4.575). The results indicated that game quality was more important factor than service quality to predict on customer behavior and behavior intensions. On the other hand, customer satisfaction was a partially mediated dimension to behavior intensions of the both service quality and game quality. Conclusion: The results suggest that to organize sporting events successfully in Vietnam, service quality and game quality effects are important factors on customer satisfaction and behavior intensions.
dc.description.tableofcontents目　次 CHAPTER 1 INTRODUCTION…………………………………………………………………1 　1.1 Statement of the Problems…………………………………………3 　1.2 Research Sub-problems………………………………………………3 　1.3 Scope of the Study……………………………………………………3 　1.4 Assumptions……………………………………………………………4 　1.5 Limitations………………………………………………………………4 　1.6 Definition of Terms……………………………………………………4 　　1. Service quality:…………………………………………………………4 　　2. Games quality:…………………………………………………………5 　　3. Customer satisfaction:………………………………………………5 　　4. Behavior intension:……………………………………………………5 　1.7 Summary…………………………………………………………………5 CHAPTER 2 LITERATURE REVIEW……………………………………………7 　2.1 Service Quality…………………………………………………………7 　2.1.1 Service Employees…………………………………………………8 　2.1.2 Sensory Experiences………………………………………………9 　2.2 Game Quality…………………………………………………………10 　2.2.1 Core Product………………………………………………………10 　2.3 Customer Satisfaction and Behavior Intensions…………………13 　2.4 Summary………………………………………………………………16 CHAPTER 3 METHODOLOGY………………………………………………17 　3.1 Research Procedure…………………………………………………17 　3.2 Subjects………………………………………………………………19 　3.3 Developing Procedure of Instrumentation………………………19 　3.3.1 Develop of Instrument……………………………………………20 　3.3.2 Validation of Instrument…………………………………………21 　3.3 Research Framework…………………………………………………23 　3.4 Data Collection………………………………………………………24 　3.5 Data Analysis…………………………………………………………24 CHAPTER 4 RESULTS…………………………………………………………26 　4.1 Demographic Characteristics………………………………………26 　4.2 Frequency of Variable………………………………………………27 　4.3 Descriptive Statistics………………………………………………32 　4.3.1 Reliability test………………………………………………………32 　4.3.2 Factor loading analysis……………………………………………33 　4.3.3. Correlation among Variables……………………………………38 　4.3.4 CFA Model Parameter………………………………………………38 　4.3.5. Confirmatory Factor Analysis……………………………………41 　4.3.6 Estimated Correlations of Latent Variables for CFA…………43 　4.3.7 The Second-order-factor Model…………………………………44 　4.3.8. Structure Equation Model………………………………………46 　4.3.9 Individual Hypothesis Testing……………………………………47 CHAPTER 5 CONCLUSION……………………………………………………49 　5.1 Overview of the Study………………………………………………49 　5.1.1 Service Quality………………………………………………………50 　5.1.2 Game quality…………………………………………………………51 　5.1.3 Customer Satisfaction and Behavior Intensions………………51 　5.2 Implication of Findings………………………………………………52 　5.3 Limitations and Future Research……………………………………54 　5.4 Managerial Implication…………………………………………………55 REFERENCES……………………………………………………………………56 APPENDIX………………………………………………………………………65
dc.format.extent1834502 bytes
dc.format.mimetypeapplication/pdf
dc.identifier.urihttps://ir.ntus.edu.tw/handle/987654321/71343
dc.languageen
dc.publisher運動管理學系碩士班
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dc.subjectservice quality;game quality;customer satisfaction;behavior intensions;sporting events
dc.titleA Confirmative Study of Customer Satisfaction and Behavior Intensions on Sporting Events
dc.typethesis
dspace.entity.typePublication

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學位論文(103學年度之前)