SERVICE QUALITY AND SATISFACTION OF SPORTS EVENTS: A SYSTEMATIC REVIEW

Authors

  • Marcos Antonio Barros Filho Universidade do Porto, Porto, Portugal
  • Carlos Augusto Mulatinho de Queiroz Pedroso Universidade de Pernambuco, Recife, PE, Brasil
  • Yves de Holanda Batista de Miranda Universidade do Porto, Porto, Portugal
  • José Pedro Sarmento Universidade do Porto, Porto, Portugal
  • Victor Henrique Rodrigues Silva Universidade do Porto, Porto, Portugal
  • Nuno Corte-Real Universidade do Porto, Porto, Portugal
  • António Manuel Fonseca Universidade do Porto, Porto, Portugal
  • Cláudia Dias Universidade do Porto, Porto, Portugal

DOI:

https://doi.org/10.22456/1982-8918.83195

Keywords:

Marketing, Consumer Behavior, Satisfaction, Quality management

Abstract

The aim of this article was to analyze the models of evaluation of the service quality and their role on satisfaction of spectators of sporting events. The study is characterized as a systematic review. The search for originals articles published from January 2000 to June 2017 was carried out in the SPORTDiscus, SCOPUS, WEB OF SCIENCE and SCIELO Citation Index databases. Nineteen articles were included. The results pointed out the existence of numerous models of evaluation that are related to the service quality on sport. Core service attributes such as: game quality and performance of athletes, in addition to peripheral services such as installation, employee empathy and safety, have significantly influenced the satisfaction of sports spectators. Therefore, it's possible to suggest that the service quality perception is a satisfaction antecedent.

Downloads

Download data is not yet available.

Author Biographies

Marcos Antonio Barros Filho, Universidade do Porto, Porto, Portugal

Master Student in Sport Management at Faculty of Sports, University of Porto and member of  the GEquip Research Group.

Carlos Augusto Mulatinho de Queiroz Pedroso, Universidade de Pernambuco, Recife, PE, Brasil

Assistant Professor at Superior School of Physical Education, University of Pernambuco and coordinates the GEquip Research Group.

Yves de Holanda Batista de Miranda, Universidade do Porto, Porto, Portugal

Master Student in Sport Management at Faculty of Sports, University of Porto and member of  the GEquip Research Group.

José Pedro Sarmento, Universidade do Porto, Porto, Portugal

Associate Professor at Faculty of Sports, University of Porto, coordinates the Sport Management Departament at FADEUP and member of CIFI2D, Faculty of Sports, University of Porto.

Victor Henrique Rodrigues Silva, Universidade do Porto, Porto, Portugal

Master Student in Sport Management at Faculty of Sports, University of Porto and member of  the GEquip Research Group.

Nuno Corte-Real, Universidade do Porto, Porto, Portugal

Assistant Professor at Faculty of Sports, University of Porto and member of CIFI2D, Faculty of Sports, University of Porto.

António Manuel Fonseca, Universidade do Porto, Porto, Portugal

Full Professor at Faculty of Sports, University of Porto and coordinator the Sport Psychology Department and director of CIFI2D, Faculty of Sports, University of Porto.

Cláudia Dias, Universidade do Porto, Porto, Portugal

Assistant Professor at Faculty of Sports, University of Porto and member of CIFI2D, Faculty of Sports, University of Porto.

Downloads

Published

2019-01-06

How to Cite

BARROS FILHO, M. A.; PEDROSO, C. A. M. de Q.; MIRANDA, Y. de H. B. de; SARMENTO, J. P.; RODRIGUES SILVA, V. H.; CORTE-REAL, N.; FONSECA, A. M.; DIAS, C. SERVICE QUALITY AND SATISFACTION OF SPORTS EVENTS: A SYSTEMATIC REVIEW. Movimento, [S. l.], v. 24, n. 4, p. 1381–1394, 2019. DOI: 10.22456/1982-8918.83195. Disponível em: https://seer.ufrgs.br/index.php/Movimento/article/view/83195. Acesso em: 27 apr. 2025.

Issue

v. 24, n. 4, out./dez. 2018

Section

Essays

License

Movimento adopts the Creative Commons Attribution 4.0 International (CC BY 4.0) for approved and published works. This means that authors:

- keep their copyrights and grant right of first publication to the journal; and

- as long as the authors’ names and Movimento’s initial publication rights are acknowledged, the authors may share (copy and redistribute the material in any medium or format) and adapt (remix, transform, and build upon the material for any purpose, even commercially).

Licença Creative Commons More information at: https://creativecommons.org/licenses/by/4.0/