Abstract
Research has established the importance of gender difference regarding perceived service quality (Lee, Kim, Ko, & Sagas, 2011; Snipes, Thomson, & Oswald, 2004), but few studies have been conducted to investigate the relationship between perceived service quality and satisfaction by gender. Accordingly, the current study was designed to examine the influence of service quality on satisfaction by concentrating on gender differences in the context of spectator sports. Using a convenience sample of 352 game spectators, this case study analyzed data using multiple regression techniques. The results showed that there were different levels of perceived service quality between males and females (i.e., player performance, facility space, and game atmosphere). Interestingly, female spectators rated most service quality elements, including dimensions of service quality and core service quality (except for player performance), marginally higher than male spectators. This finding in the current case study implies that female spectators are more likely to highly rate overall service quality. However, these findings were not consistent with previous research that males tend to rate perceived service quality higher than female counterparts (Lee et al., 2011). The overall results generally suggest that perceptions of service quality depend on the context. KCI Citation Count: 0