Enhancing Loyalty: Improving the Experience Quality of Indonesian Football Club Fans

Abstract

The high income generated by the sports industry, making this industry one of the industries that had a high level of competition. The sports industryuniqueness is the high participation of supporters in creating value services that are thought to satisfy and increase the loyalty of supporters. This research was conducted with the aim to analyze how the influence of the quality of the experience of the results of the participation of supporters in sports activities, especially football on the loyalty of these supporters. Two hundred fifty samples were collected using purposive sampling technique. The data obtained is then processed using the SmartPLS 3.0 application. The results showed that to increase the loyalty of sports club supporters,need to pay attention to the club's image and supporter satisfaction because both of these variables have a mediating role to the relationship between the quality of the supporter's experience and supporter loyalty. Based on the results of the study, in addition to improving the quality of sports team management experience, it is also necessary to maintain the club's image and supporter satisfaction to increase supporter loyalty.

The effect of event experience quality on the satisfaction and behavioral intentions of motocross World Championship spectators

“…Another important result of the study is that satisfaction has a mediating effect between EXQ and BI. This result is similar to those of Rahayu, Yulianto andKusumawati (2019), andRohman (2019). Previous studies have shown that EXQ affects satisfaction, which has an impact on BI (Wu and Ai, 2016;Wu and Cheng, 2018).…”

“…In addition, satisfaction has also been supported to play a mediating role between a sports event experience and BI (Yazıcı et al, 2017). However, the mediating effect of satisfaction between EXQ and BI has been studied in limited research in the context of spectator sports (Rohman, 2019). Therefore, the results of this research contribute significantly to the literature about sports consumers with regard to the mediating role played by satisfaction.…”

The Relationship Between Service Quality, Corporate Image, and Customer Loyalty of Generation Y: An Application of S-O-R Paradigm in the Context of Superstores in Bangladesh

“…As perceived image has both functional and emotional aspects (Lee et al, 2010) and we conceptualized image of the store from consumer behavioral (psychological/emotional) perspective, considering image as an organism (emotional state) is justifiable. Moreover, several previous studies also confirmed the role of image as an organism in the S-O-R paradigm along with different set of stimuli and responses (such as Faryabi et al, 2012;Huang et al, 2015;Kim et al, 2009;Nunthiphatprueksa, 2017;Park & Lennon, 2009;Rohman, 2019;Sherman & Smith, 1987). For instance, Huang et al (2015) verified the role of CI as an organism in the relationship between consumer attitudes toward green marketing and purchase intention.…”

Pengaruh Loyalitas dan Fanatisme Supporter pada Klub terhadap Keputusan Pembelian Merchandise Orisinal: Studi pada Supporter Persela Lamongan

“…Komitmen mereka terhadap tim olahraga dapat dikatakan tidak tertandingi dibandingkan sektor bisnis atau rekreasi lainnya (Tapp & Clowes, 2002). Seseorang yang menganggap dirinya sebagai pendukung klub olahraga tertentu akan menunjukkan perilaku sebagai berikut: keinginan untuk menghadiri setiap pertandingan klub favorit mereka di stadion, keinginan untuk terus memperbarui berita tentang klub favorit mereka, dan keinginan untuk membeli produk dan atribut klub favorit mereka (Rohman, 2019). Sementara itu, dimensi loyalitas supporter klub sepak bola meliputi: (1) membeli tiket pertandingan tim favorit;…”