The influence of perceived quality, perceived value, and customer satisfaction on future intention of Indonesian basketball spectators in Surabaya

摘要

This study examines the relationship of perceived quality, perceived value, and customer satisfaction on the future intention of a basketball event. Quantitative and causal type research was adopted for this study. The questionnaire used was adopted from Moreno et al. (2014). The purposive sampling method was used in this study. The sample consisted of 168 respondents, whose age is 17 to 60 years old and have watched DBL Indonesia in Surabaya for at least once in the past year. Further data analysis was analyzed by SPSS 22.0 and AMOS 22.0. After confirming reliability and validity of the data collection measures, an application of structural equation modeling to empirical data tests the model. Results show a positive relationship of perceived quality, perceived value, and customer satisfaction on future intention. Perceived quality had a positive influence on perceived value. Customer satisfaction had a positive influence on spectator's future intention. Moreover, customer perceived value had a positive influence on customer satisfaction, and there is a positive relationship of customer perceived value on future intention. However, this study finds perceived quality has no impact on customer satisfaction.