Abstract:
This particular study titled "The Relationship between Qualities of Sport Event and
Customer Satisfaction” was accomplished with special reference to President’s Gold
Cup Volleyball Tournament- 2017. This study was undertaken by focusing on the
matter that was recognized from the National Volleyball Convention -2017 and
through records of Sri Lanka Volleyball Federation. There were four objectives
constructed and achieved by this study which included the key objective namely
which was to identify the relationship between quality of sport event and customer
satisfaction and three specific objectives which were to determine relationship
between service quality and service satisfaction, to determine the relationship
between core product quality and game satisfaction and to provide strategies to
eliminate or minimize the impact of the given challenges to improve the quality of
services and core product. In-depth literature assessment was accomplished to
offer a conceptual model to formulate hypotheses for the study. A quantitative
research design was applied to examine customer satisfaction. The questionnaire
survey was the main data collection method and 100 volleyball players and 50
spectators were selected as the sample by using random sampling method. The
questionnaire consisted of 33 items with two subsections as service and core
product quality. One dependent variable, particularly customer satisfaction and two
independent variables, service quality and core product quality were selected to the
study. The study provided conclusions after wearing out detailed scientific analyses
of data using suitable statistical tools. The conclusions are indicated separately in
players’ and spectators’ perspective, as well as all the main stakeholders’. The
course setting resulted in service quality being weak positively correlated with
service satisfaction and the core product quality being strong positively correlate
with game satisfaction. Moreover the results indicated a significant strong positive
relationship between quality of sport event and customer satisfaction. The results
of this study will be able to be used to tailor advertising messages as well as it will
be important to different affiliated parties in the sports sector.
