The influence of perceived service quality on satisfaction and behavioral intention: Empirical evidence from migrants of German sport clubs

Abstract

Purpose This study aimed to investigate the impact of perceived service quality on satisfaction, and behavioral intention in migrant members of German sport clubs. Methods The questionnaire was structured in four sections: perceived service quality (four dimensions and 12 items), satisfaction (two items), and behavioral intention (two items). With data from 438 members of 33 sport clubs in western Germany, SPSS 23.0 and AMOS 23.0 were utilized to conduct factor analysis, reliability, validity, and structural equation modeling analysis. Results The results of this study indicated that (1) staff, sport program, interaction, and physical environment in perceived service quality had a significantly influence on satisfaction, (2) staff, sport program, and interaction significantly affected behavioral intention, and (3) satisfaction was found to have significantly impact on behavioral intention. Conclusions The delivery of high-quality services can promote satisfaction, which in turn lead to behavioral intention. The empirical results suggest that the practitioners and sport club mangers should understand the importance of perceived service quality for the retention of members in sport clubs.