풋살구장 이용자들이 인지하는 서비스 품질이 몰입경험, 만족도, 재구매의도 및 구전의도에 미치는 영향

Abstract

Purpose: This study aims to examine the effects of service quality on flow experience, customer satisfaction, repurchasing intention, and word-of-mouth for users of futsal facilities.BR Methods: The study utilized convenience sampling (n=331), which were analyzed using confirmatory factor analysis descriptive statistics, correlational analysis ,regression analyses, and one-way ANOVA with SPSSWIN Ver. 27.0 and AMOS 27.0.BR Results: Findings are as follows: First, in the subdimensional factors of service quality, only the tangibility subdimension had a positive impact on flow experience. Second, the empathy and tangibility subdimensions had a positive impact on customer satisfaction. Third, flow experience was found to have a positive impact on customer satisfaction, repurchasing intention, and word-of-mouth intention. Fourth, customer satisfaction was found to have positive impact upon repurchasing intention and word-of-mouth intention. Fifth, tangibility, reliability, responsiveness, and empathy subdimensions showed significant differences depending on the levels of futsal skills. In addition, customer satisfaction showed significant difference according to the futsal skill levels.BR Conclusions: The findings suggest that futsal facility management should consider service quality, customer satisfaction, repurchasing intention, and word-of-mouth when developing and implementing marketing strategies. The study provides implications for practice and future research.