城市社区公共体育服务公众感知质量对公众信任的影响:基于公众满意度的中介作用

doi:10.15942/j.jcsu.2021.01.013

Abstract

Abstract: Based on urban community residents' subjective evaluation on community sports services, this paper discusses the direct impact of perceived quality on public trust, and the mediating effect of public satisfaction on it. The empirical results show that (1) Perceived quality has a significant positive impact on public trust; (2) Public satisfaction shows marked positive correlation with perceived quality and public trust respectively; (3) Public satisfaction plays a part in mediating perceived quality and public trust. By constructing an intermediary hypothesis model, this paper reveals the internal function mechanism of the public, which begins with subjective cognition(perceived quality), and then emotional experience(public satisfaction), and ends with behavioral intention(public trust). This mechanism not only provides a new perspective for future research, and also provides a useful reference for organizational decision-makers.

Key words: urban community, public sports service, perceived quality, public satisfaction, public trust

CLC Number:

:G80-053

ZHENG Junyi,CHEN Zhixia,GUO Jinyuan. The Effect of Public Perceived Quality of Urban Community Public Sports Service on Public Trust: Based on the Mediating Effect of Public Satisfaction[J]. Journal of Chengdu Sport University, 2021, 47(1): 94-100.

References

[1] 姚绩伟, 何潮, 许文鑫,等. 论城市社区体育公共服务的三维结构要素及其关系[J]. 成都体育学院学报, 2014, 40(2): 14-20.
[2] 佟贵锋, 李美玲, 宁淑芬. 基于城市社区体育公共服务供给模式的研究[J]. 当代体育科技, 2016, 6(3): 110-111.
[3] 陈金鳌, 徐勤儿. 社区体育多元治理主体的运行机制与模型构建[J]. 体育文化导刊, 2016(6): 23-26.
[4] 刘艳. 社区公共服务中政府职能转变的动因分析——以北京市社区体育服务发展为例[J]. 陕西行政学院学报, 2014, 28(2): 18-21.
[5] 郭玲玲. 社区治理视阈下城市社区公共体育服务多元供给主体的研究[J]. 武汉体育学院学报, 2015, 49(1): 10-14.
[6] 魏婉怡. 困境与破解: 现阶段我国社区体育发展的多元审视[J]. 北京体育大学学报, 2017, 40(12): 14-19.
[7] WALKER R M, BREWER G A, BOYNE G A, et al. Market orientation and public service performance: new public management gone mad? [J]. Public Administration Review, 2011, 71(5): 707-717.
[8] VERHOEF P C, REINARTZ W J, KRAFFT M. Customer engagement as a new perspective in customer management [J]. Journal of Service Research, 2010, 13(3): 247-252.
[9] WEMMER F, EMRICH E, KOENIGSTORFER J. The impact ofcoopetition based open innovation on performance in nonprofit sports clubs [J]. European Sport Management Quarterly, 2016, 16(3): 341-363.
[10] JURAN J M. Quality control handbook [M]. New York: McGraw-Hill, 1974.
[11] YARIMOGLU K. A review on dimensions of service quality models [J]. Journal of Marketing Management, 2014, 2(2): 79-93.
[12] RUST R T, ZAHORIK A J. Customer satisfaction, customer retention, and market share [J]. Journal of Retailing, 1993, 69(2): 193-215.
[13] HIRSCHMAN A O. Exit, Voice, and loyalty: responses to decline in firms, organizations, and states[J]. Social Forces, 1970, 25(1): 47-56.
[14] ZINS A H. Relative attitudes and commitment in customer loyalty models [J]. International Journal of Service Industry Management, 2013, 12(12): 269-294.
[15] CLEMES M D, BRUSH G J, COLLINS M J.Analysing the professional sport experience: a hierarchical approach [J]. Sport Management Review, 2011, 14(4): 370-388.
[16] ZEITHAML V A, BERRY LL, PARASURAMAN A. The nature and determinants of customer expectations of service [J]. Journal of the Academy of Marketing Science, 1993, 21(1): 1-12.
[17] MCDONALD M A, MILNE G R, HONG J. Motivational factors for evaluating sport spectator and participant markets [J]. Sport Marketing Quarterly, 2002, 11(2): 100-113.
[18] DREW B J H. Mitigating the effect of service encounters [J]. Marketing Letters, 1992, 3(1): 57-70.
[19] OLIVER R L. Satisfaction: A behavioral perspective on the consumer [J]. Asia Pacific Journal of Management, 2010, 2(2): 285-286.
[20] LI X, PETRICK J F. Towards an integrative model of loyalty formation: the role of quality and value [J]. Leisure Sciences, 2010, 32(3): 201-221.
[21] KUMAR V, POZZA I D, GANESH J. Revisiting the satisfaction loyalty relationship: empirical generalizations and directions for future research [J]. Journal of Retailing, 2013, 89(3): 246-262.
[22] ZEITHAML V A, PARASURAMAN LL B. The behavioral consequences of service quality [J]. Journal of Marketing, 1996, 60(2): 31-46.
[23] CRONIN J J, BRADY M K, HULT G T M. Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments [J]. Journal of Retailing, 2000, 76(2): 193-218.
[24] UDO G J, BAGCHI KK, KIRS P J. An assessment of customers service quality perception, satisfaction and intention [J]. International Journal of Information Management, 2010, 30(6): 481-492.
[25] BRADY M K, CRONIN JJ. Some new thought perceived service quality [J]. Journal of Marketing, 2010, 65(7): 34-49.
[26] AKBAR MM, PARVEZ N. Impact of service quality, trust, and customer satisfaction on customers loyalty [J]. ABAC Journal, 2009, 29(1): 24-38.
[27] DE KEYSER A, LARIVIERE B. How technical and functional service quality drive consumer happiness [J]. Journal of Service Management, 2014, 25(1): 30-48.
[28] JEON H, CHOI B. The carryover effect of customer satisfaction on service quality focused on moderating effect of customer trust and cooperative orientation [J]. Services Marketing Quarterly, 2017, 38(4): 239-252.
[29] PARASURAMAN A, ZEITHAML V A, BERRY LL. SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality [J]. Journal of Retailing, 1988, 64(1): 12-40.
[30] 范影影, 满明辉, 陈开梅,等. 城市社区公共体育服务绩效评价体系的构建——以江苏省镇江市为例[J]. 哈尔滨体育学院学报, 2015, 33(6): 48-53.
[31] FORNELL C, JOHNSON M D, ANDERSON E W, et al. The american customer satisfaction index: nature, purpose, and findings [J]. Journal of Marketing, 1996, 60(4): 7-18.
[32] ECSI TECHNICAL COMMITTEE. European customer satisfaction index: foundation andstructure for harmonised national pilot projects [R]. Report Prepared for the ECSI Steering Committee, 1998.
[33] HANSEMARK O C, ALBINSON M. Customer satisfaction and retention: the experiences of individual with employees [J]. Managing Service Quality, 2004, 14(1): 40-57.
[34] 陈旸. 基于PLS的湖南省社区体育服务公众满意度测评[J]. 上海体育学院学报, 2010, 34(6): 18-21.
[35] 周浩, 龙立荣. 共同方法偏差的统计检验与控制方法[J]. 心理科学进展, 2004, 12(6): 942-950.
[36] PODSAKOFF P M, MACKENZIE S B, LEE J Y, et al. Common method biases in behavioral research: a critical review of the literature and recommended remedies [J]. Journal of Applied Psychology, 2003, 88(5): 879-903.
[37] 方杰, 张敏强, 李晓鹏. 中介效应的三类区间估计方法[J]. 心理科学进展, 2011, 19(5): 765-774.
[38] 方杰, 张敏强, 邱皓政. 中介效应的检验方法和效果量测量: 回顾与展望[J].心理发展与教育, 2012, 28(1): 105-111.
[39] HOLBERT R L, STEPHENSON M T. The importance of indirect effects in media effects research: testing for mediation in structural equation modeling [J]. Journal of Broadcasting and Electronic Media, 2003, 47(4): 556-572.
[40] LOCK D, FILO K. The downside of being irrelevant and aloof: exploring why individuals do not attend sport [J]. Sport Management Review, 2012, 15(2): 187-199.
[41] ROBERT M. Cognitive and affective determinants of fan satisfaction with sporting event attendance [J]. Journal of Leisure Research, 1995, 27(3): 205-227.
[42] NICHOLS G, WICKER P, CUSKELLY G, et al. Measuring the formalization of community sports clubs: findings from the uk, germany and australia [J]. International Journal of Sport Policy and Politics, 2015, 7(2): 283-300.

The Effect of Public Perceived Quality of Urban Community Public Sports Service on Public Trust: Based on the Mediating Effect of Public Satisfaction

PDF (PC)

Knowledge

Abstract

Cite this article

share this article

References

Related Articles 15

Recommended Articles

Metrics

Comments

[1]	ZHANG Dachao, DENG Feng. Standardization of Basic Public Sports Services in The Process of Chinese-style Modernization: Intrinsic Logic, Realistic Dilemmas, and Practical Strategies [J]. Journal of Chengdu Sport University, 2023, 49(6): 21-29.
[2]	NIU Ruixin, LI Yanling. Development of Public Sports Service PPP Projects in China: Based on CPPPC Database [J]. Journal of Chengdu Sport University, 2023, 49(2): 59-65.
[3]	ZHANG Wenge. Sports foundation property ownership and legislative choice ——Based on the concept of public trust legal person [J]. Journal of Chengdu Sport University, 2022, 48(1): 73-78.
[4]	ZHOU Mingyang, XIE Zhengyang, ZHANG Ying, MIAO Lv. Research on the Improvement of Rural Public Sports Service Effectiveness under the Strategy of Rural Revitalization [J]. Journal of Chengdu Sport University, 2022, 48(1): 79-84.
[5]	HE Lifu. Risks in Government Procurement of Public Sports Services in Developed Countries and the Enlightenment for China [J]. Journal of Chengdu Sport University, 2021, 47(3): 28-35.
[6]	LIU Hongjian, GAO Kuiting, GUO Xiujin. Research on the Precise Governance Path of Rural Public Sports Services in the New Era [J]. Journal of Chengdu Sport University, 2021, 47(2): 90-95.
[7]	ZHANG Xiancheng, XU Xiufen, WANG Zhankun. The Compilation and Revision of Social Expectation Scale of Government-supplied Public Sports Service [J]. Journal of Chengdu Sport University, 2021, 47(1): 87-93.
[8]	YUAN Xinfeng, ZHANG Ruilin, WANG Fei. Design and Empirical Study of IPA-based Evaluation Model of Public Sports Service Quality [J]. Journal of Chengdu Sport University, 2020, 46(1): 60-66.
[9]	XIONG Luquan, ZHANG Lingyan, LU Yuanzhao, KONG Qingbo. Research on Policy Tool Evaluation Systemof Rural Public Sports Services [J]. Journal of Chengdu Sport University, 2019, 45(5): 35-41.
[10]	YUAN Xinfeng,ZHANG Ruilin,WANG Fei. Analysis and Reference of UK Quality Scheme for Sport and Leisure (QUEST) [J]. Journal of Chengdu Sport University, 2019, 45(1): 57-64.
[11]	LI Xin, LIUYu. DEA-Tobit Model-Based Public Sports Service Input-output EfficiencyEvaluation in Chengdu Plain Urban Agglomeratio [J]. Journal of Chengdu Sport University, 2017, 43(5): 27-32.
[12]	SHU Gangmin. Research on the Governance Path of Rural Public Sports Service in China [J]. Journal of Chengdu Sport University, 2017, 43(5): 33-39.
[13]	FENG Weisheng^1,2, CAO Keqiang². Government Purchase of Public Sports Services: Assessment Plight, Reason and Solution [J]. Journal of Chengdu Sport University, 2017, 43(3): 30-35.
[14]	SHEN Keyin, LV Wangang. Research on the System Construction of Chinese Government Purchase of Public Sports Services ──Base on the Analysis Perspective of Sociological Institutionalism [J]. Journal of Chengdu Sport University, 2017, 43(1): 37-42.
[15]	ZHAO Yuanji. Dilemma and Breakthrough of the Institutionalization of Public Sports Services in China [J]. 成都体育学院学报, 2015, 41(6): 49-54.