Abstract
The purpose of the study was to explore the perspectives of athletes who participated in the National University Sport Games in Taiwan regarding to the service quality with 308 valid subjects. Importance-performance analysis was used to discover the service quality; the questionnaire was formed to understand the needs and feelings of participants, in order to help managers to provide better service quality. The result of the study was indicated that thirteen items, those were both high in importance and performance, in which must keep; in the meanwhile, there were four questions in high importance and low in performance, in which must be in the first priority to improve to enhance service quality and increase participants' satisfaction. According to the result, managerial recommendations were discussed and suggestion for further researches also mentioned.
Highlights
To achieve a good outcome for sport competitions, event manages always plan how to understand the needs of sport event participants, in order to offer good programs to reach participants’ expectation as well as increases service quality
The purpose of the study was to understand the expectations of participants in service quality for National University Sport Games in Taiwan, the biggest sport event for collegiate athletes which is held every year with different host university or college, and provide the information to event managers of the organization to improve service quality to increase participants’ satisfaction
Many sport organization or association would try to utilize with service quality to understand the demands or expectations to satisfied customers, and assist the organizations to reach the element of success (Tsitskari, Tsiotras & Tsiotras, [28]; Ko & Pastore, [29]); for examples, there were studies had been done in service quality for sport events resulted in service quality would positively increase participants’ consumer satisfaction (Tsuji, Bennett & Zhang, [30]), perceived value, and future intention (Moon, Ko, Connaughton & Lee, [31])
Summary
To achieve a good outcome for sport competitions, event manages always plan how to understand the needs of sport event participants, in order to offer good programs to reach participants’ expectation as well as increases service quality. Many sport organization or association would try to utilize with service quality to understand the demands or expectations to satisfied customers, and assist the organizations to reach the element of success (Tsitskari, Tsiotras & Tsiotras, [28]; Ko & Pastore, [29]); for examples, there were studies had been done in service quality for sport events resulted in service quality would positively increase participants’ consumer satisfaction (Tsuji, Bennett & Zhang, [30]), perceived value, and future intention (Moon, Ko, Connaughton & Lee, [31])
Sign-in/Register to view highlights & summary Sign-in/Register to access full text options 
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a call
