The Dependency between the Overall Sports Event Customers' Satisfaction and Their Expectations Fulfilling
Abstract
This paper deals with the relationship between the overall sport event customers' satisfaction and their expectations fulfilling. Sport event is one of the sports services and is generally known that customer satisfaction in services, as well as in sports services, is very important and to its measurement should be given appropriate attention by management.
Customers' satisfaction in services is defined differently by many authors. One of these definitions is an approach, where customers' satisfaction is defined as the level of fulfilling their expectations.
In this paper were compared the total customers' satisfaction and just their expectations fulfilling. The research method was written questioning.
Satisfaction was rated on a scale from "1 - extremely satisfied" to "5 - completely dissatisfied" and expectations fulfilling was rated on a scale from 0 to 10, where 0 meant that the sports event completely failed customer expectations and 10 meant that sports event greatly exceeded expectations of the customer. The mean value, which meant the exactly fulfilled customer expectations, was the value 5.
The research found that with decreasing expectations fulfilling also declined the overall customers' satisfaction. However, there were certain exceptions in some subgroups, where failing to meet expectations did not lead to customer dissatisfaction, but the customer was still to certain level satisfied with the sports event.