Resumo

ALVAREZ CANO, Ana Milena  e  OSPINA GALINDEZ, Johann Alexis. Evaluation of the perceived quality of the service in a sporting event: case study a football game. Pensam. gest. [online]. 2019, n.47, pp.86-110. ISSN 1657-6276.  https://doi.org/10.14482/pege.47.5332.

The purpose of this research is to identify the determinant factors and their effects on the satisfaction level of football match fans. Based on the review of the academic framework and the empirical knowledge, a measurement scale was created with twenty-seven items, twenty-four of them oriented to measure out the perceived quality and other three items valued the satisfaction level. All items were validated with KMO test, and the result was 0,72, meaning a middling result, and then, through the exploratory factor analysis, all variables were grouped in four factors of quality service: infrastructure, exhibiting, central service and customer service. Finally, through confirmatory factor analysis and the application of the multiple linear regression model it is identified that infrastructure and customer service are the most determining satisfaction factors.

JEL classification: M31.

Palavras-chave : quality of service; factors; satisfaction..

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