The relationship between team identification and service quality perceptions in professional football

Abstract

In this study the relationship between team identification and service quality perceptions of football
spectators is examined. 608 football spectators from 3 different teams who played their games at the
same stadium participated in the study. Spectators completed a questionnaire packet containing a
demographic form, the Sport Spectator Identification Scale (SSIS) and Scale of Perceived Service Quality
in Professional Sport (S_PSQPS). Examining correlation between service quality perceptions and team
identification it was interesting to see that there was negatively inclined low degree of correlation
between team identification and quality perceptions on physical environment. The difference determined
in physical environment quality between the spectators of the 3 different teams playing their games at the
same stadium is extremely striking. Core service quality perceptions presented a downward trend
amongst spectators attending games for long periods of time and this stands out as a significant finding
demanding the attention of professional football managers.