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

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1 The influence of perceived service quality on satisfaction and behavioral intention: Empirical evidence from migrants of German sport clubs Doo-Sik Min 1 & Yang-Rea Kim 2 * 1 Korea Sports Promotion Foundation & 2 Korea Institute of Sport Science [Purpose] [Methods] [Results] [Conclusions] Key words:

4 Table 1. Demographic characteristics (N=438) Gender Age Variables N Frequency(%) Male Female < 18 years years years years years > 55 years Country of Birth Europe Asia Africa America Period in Germany < 3 years -5 years -10 years > 10 years Type Team Individual Fig. 1. The proposed hypothetical model Period in a sport club < 6 mon. -12 mon. -18 mon. -24 mon. > 24 mon Frequency Duration per visit Intensity per visit 1-2 per mon. 1 per week 2-3 per week 4-5 per week 6-7 per week < 1h -2h -3h > 3h very light light moderate strong very strong

5 α α χ χ χ

6 Table 2. Summary results of the exploratory factor analysis Dimension Items FL V CV α Staff Staff are knowledgeable Staff are reliable Staff are willing to help me ST2 ST3 ST Sport program The contents of sport program are interesting The schedule of sport program is convenient The level of sport program is adequate SP2 SP3 SP Interaction Interacting with members is enjoyable The opportunities to interact among members are provided I can have a nice conversation with members IT1 IT2 IT Physical environment The facility and equipment are well-maintained It is convenient to use the facility and equipment It is easy to access to the facility PE2 PE3 PE α Table 3. Correlations of variables and validity AVE CR *** ***.518 *** ***.497 ***.587 *** ***.680 ***.580 ***.599 *** ***.750 ***.630 ***.550 ***.866 ***

7 Tale 4. The results of hypotheses testing Path Coefficient t p Result Perceived service quality Satisfaction Staff Satisfaction Support Sport program Satisfaction Support Interaction Satisfaction Support Physical environment Satisfaction Support Perceived service quality Behavioral intention Staff Behavioral intention Support Sport program Behavioral intention Support Interaction Loyalty Behavioral intention Support Physical environment Behavioral intention Not support Satisfaction Behavioral intention Support Fig 2. The results of structural equation modeling analysis

10 Alexandris, K., Zahariadis, P., Tsorbatzoudis, C., & Grouios, G. (2004). An empirical investigation of the relationships

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