THE DYNAMICS OF DELIGHT: A STUDY ON INTERACTION QUALITY AND SEASON TICKET HOLDERS' SATISFACTION FACTORS

Authors

  • Prof. Victoria M. Chan Sports center Hong Kong

Keywords:

Customer satisfaction, Service quality, Season ticket holders, Ticket account representatives, Reliability, Assurance

Abstract

Customer satisfaction is essential for organizations to retain customers. In the sport industry, where the quality of the game is not always controllable, customer service becomes an important factor in influencing customer satisfaction. This study examines the importance of various dimensions of service quality (reliability, assurance, empathy, and responsiveness) on season ticket holders' overall satisfaction with the customer service provided by ticket account representatives.

Published

2023-12-07

Issue

Vol. 11 No. 3 (2023)

Section

Articles
Copyright & Licensing