| Satisfied customers are the backbone of any profitable organization. Customers who are highly satisfied have been shown to be loyal, repeat purchasers who are more likely to spread positive word-of-mouth (Tomas, Scott, & Crompton, 2002; Murray & Howat, 2002; McDougall & Levesque, 2000). For this reason, it is imperative for an organization to provide quality services and value in order to increase the likelihood of satisfaction.;A statistical analysis using both parametric and non-parametric statistics was performed to see if there were any significant differences between the perceptions of spectators with various types/prices of tickets. The results of the survey indicated that there were no significant differences present at the Wednesday game. The Sunday game showed significant differences between the club seats and private suites in relation to ticket seller's knowledge, the skill level of the game, the quality for the price paid and the importance of ushers. Significant differences were also found between the club seats and general population when comparing the ticket sellers' knowledge. There were no significant differences between the general population and the private suites. Results also showed significant differences existing between the results obtained at the two different games.;The information obtained through this research supports the idea that there are significant differences between the populations of spectators at each game, as well as from game to game. The information is pertinent to managers when trying to successfully market their product. Future research needs to be performed to help confirm why this variability exists. Some possible areas for research could be the time in which games are played, or how the level of competition influences a spectator's perceptions of the event.;The following study focuses on the differences in the perceptions of the experience, quality of service, perceptions of value, overall satisfaction, intent to repurchase, and likelihood to recommend future games between spectators with different types/prices of tickets at a sporting event. A team within the Quebec Major Junior Hockey League was selected and 550 surveys were distributed over two games. Respondents sitting in the general population, club seats, and private suites were asked to complete a survey about the quality of their experience, as well as the quality of the services provided. |
