Resumen

BARROS FILHO, MA et al. Football spectator satisfaction with games and services in Brazil. CPD [online]. 2022, vol.22, n.1, pp.190-204.  Epub 19-Sep-2022. ISSN 1989-5879.  https://dx.doi.org/10.6018/cpd.432241.

The objective of this research was to compare the satisfaction with the games and services of soccer club fans in the State of Pernambuco in relation to the Brazilian Championship in the years 2016 to 2019. The sample consisted of 937 fans, collected between the years 2016 to 2019. The collection procedure adopted was the E-survey, where individuals answered the online questionnaire available on the Google Forms platform. The instrument used was a questionnaire composed of three dimensions: 1. Satisfaction with the game; 2. Satisfaction with services; 3. Sociodemographic characterization. For the data analysis, a confirmatory factor analysis was performed to confirm the adjustment of the proposed model, conducted in AMOS software, followed by an ANOVA two-way and a Pearson correlation, performed in the SPSS Statistics software version 24. The refined model presented a good fit to the data [χ² (8) = 24.75 (p < .001), χ²/gl = 3.09, TLI = .99, CFI = .99, GFI = .99, RMSEA = .05, MECVI = .05]. In the satisfaction with the game, it was evident that there are differences in the interaction between club and year, as well as in satisfaction with the service. Evidenced significant correlations between satisfaction with the game and with the service, with emphasis on club 3 (r=.860) and club 2 (r=.718) in 2018. Therefore, it is essential that soccer clubs start to qualify the management of their services, not only the elements linked to the sports result.

Palabras clave : Consumer Behavior; Marketing; Sports.

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