Do perceived value and satisfaction affect customers’ behavioural intentions? A case study of Polish squash clubs

The aim of the paper is to analyze relations between perceived quality, service convenience and satisfaction of squash customers to present implications for managers who address parents enrolling their children for extracurricular activities with their services. Applying the research framework of Ga...

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Main Author: Monika Piątkowska
Format: Article
Language:English
Published: University of Warsaw 2023-01-01
Series:Journal of Marketing and Consumer Behaviour in Emerging Markets
Subjects:
Online Access:https://press.wz.uw.edu.pl/jmcbem/vol2023/iss2/2/
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author Monika Piątkowska
author_facet Monika Piątkowska
author_sort Monika Piątkowska
collection DOAJ
description The aim of the paper is to analyze relations between perceived quality, service convenience and satisfaction of squash customers to present implications for managers who address parents enrolling their children for extracurricular activities with their services. Applying the research framework of García-Fernández et al. (2018), a sample of 120 parents from Legia Warszawa Squash Academy completed an online survey in 2021. The SEM model revealed that perceived quality as well as service convenience had a positive and significant effect on perceived value, which turned out to be a strong predictor of customer satisfaction. Finally, satisfaction showed a very strong positive and significant influence on behavioral intentions of squash customers. The present study makes both a theoretical and a practical contribution to the field of sports management, highlighting the importance of perceived quality and service convenience to deliver expected value to the customer.
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institution Kabale University
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publisher University of Warsaw
record_format Article
series Journal of Marketing and Consumer Behaviour in Emerging Markets
spelling doaj-art-d8b45300d9a343c4af40becf1bd376e72025-02-04T11:58:09ZengUniversity of WarsawJournal of Marketing and Consumer Behaviour in Emerging Markets2449-66342023-01-0120232173110.7172/2449-6634.jmcbem.2023.2.2Do perceived value and satisfaction affect customers’ behavioural intentions? A case study of Polish squash clubsMonika Piątkowska0https://orcid.org/0000-0003-3844-550XJózef Piłsudski University of Physical Education in Warsaw, PolandThe aim of the paper is to analyze relations between perceived quality, service convenience and satisfaction of squash customers to present implications for managers who address parents enrolling their children for extracurricular activities with their services. Applying the research framework of García-Fernández et al. (2018), a sample of 120 parents from Legia Warszawa Squash Academy completed an online survey in 2021. The SEM model revealed that perceived quality as well as service convenience had a positive and significant effect on perceived value, which turned out to be a strong predictor of customer satisfaction. Finally, satisfaction showed a very strong positive and significant influence on behavioral intentions of squash customers. The present study makes both a theoretical and a practical contribution to the field of sports management, highlighting the importance of perceived quality and service convenience to deliver expected value to the customer. https://press.wz.uw.edu.pl/jmcbem/vol2023/iss2/2/perceived qualityservice convenienceloyaltysports clubssquash
spellingShingle Monika Piątkowska
Do perceived value and satisfaction affect customers’ behavioural intentions? A case study of Polish squash clubs
Journal of Marketing and Consumer Behaviour in Emerging Markets
perceived quality
service convenience
loyalty
sports clubs
squash
title Do perceived value and satisfaction affect customers’ behavioural intentions? A case study of Polish squash clubs
title_full Do perceived value and satisfaction affect customers’ behavioural intentions? A case study of Polish squash clubs
title_fullStr Do perceived value and satisfaction affect customers’ behavioural intentions? A case study of Polish squash clubs
title_full_unstemmed Do perceived value and satisfaction affect customers’ behavioural intentions? A case study of Polish squash clubs
title_short Do perceived value and satisfaction affect customers’ behavioural intentions? A case study of Polish squash clubs
title_sort do perceived value and satisfaction affect customers behavioural intentions a case study of polish squash clubs
topic perceived quality
service convenience
loyalty
sports clubs
squash
url https://press.wz.uw.edu.pl/jmcbem/vol2023/iss2/2/
work_keys_str_mv AT monikapiatkowska doperceivedvalueandsatisfactionaffectcustomersbehaviouralintentionsacasestudyofpolishsquashclubs