Exploring the Structural Relationships between Service Quality, Perceived Value, Satisfaction, and Loyalty in Nonprofit Sport Clubs: Empirical Evidence from Germany

Abstract

Abstract: Nonprofit sport clubs encounter various challenges, including limited resources and a competitive environment. It is therefore vital to implement strategic management in order to ensure that the services provided to members are of top quality. This study explores the importance of service quality in determining perceived value, satisfaction, and loyalty, specifically for nonprofit sport clubs in Germany, collecting data from 24 sport clubs ( N = 427). The findings of the study indicated that (1) service quality has a major impact on perceived value, satisfaction, and loyalty, which demonstrates the significance of service quality as a determinant of perceived value, satisfaction, and loyalty; (2) perceived value is found to be a significant factor affecting satisfaction and loyalty as well as a mediator between service quality and satisfaction; and (3) satisfaction has a positive influence on loyalty and mediates the relationship between service quality and loyalty. The empirical results highlight the importance of understanding how the elements of service quality play a crucial role in the retention of sport club members.