Research On Service Quality,Participant Satisfaction And Behavior Intention Of Chinese Triathlon

High-quality development is the theme of China’s "14th Five-Year Plan" and even longer-term economic and social development.At the same time,sports events are a sunrise industry and an important social service.Therefore,promoting the high-quality development of sporting events will play an irreplaceable role in meeting the people’s growing needs for a better life.In order to achieve sustainable high-quality development,the event organization strives to improve service quality and participant satisfaction,and establish long-term partnerships with participants.However,as an emerging event event,triathlon still has problems such as low service quality and insufficient subdivision of service content in the actual event organization,and there is also a lack of in-depth research on different competitors in related research.Based on the above background,through qualitative research,the composition and interrelationship of service quality,satisfaction and behavioral intentions were analyzed.Combined with the theory of Expectation Disconfirmation and the hierarchical multi-dimensional model of service quality,the participants’ perception of the service quality was analyzed,and the service quality scale was improved.Models and hypotheses about the relationship between service quality,participants’ satisfaction and behavioral intentions in triathlon events were proposed.Through quantitative research,using Chinese triathlon participants as samples,the model was validated.Relationships between variables and the moderating role of residence were discussed.Research conclusions:(1)The measurement properties of the model were identified.Service quality includes interaction quality(personnel),environmental quality(ambience,course),and outcome quality(achievement,escape,and tangibles).Satisfaction and behavioral intentions were composed of a single dimension.(2)Ambience,course,achievement,escape and tangibles were found to be predictive of participants’ satisfaction.Satisfaction was found to be predictive of behavior intention.(3)Non-local participants rated the ambience of the event higher.(4)Residence played a part moderating role in the relationship between service quality and satisfaction.Residence played a moderating role in the relationship between satisfaction and behavioral intention.The research recommended that:(1)Improve the outcome quality and establish a core competitiveness.Focus on the allocation of management resources to enhance the achievement,promote escape,provide tangible products.(2)Improve environmental quality and create a first-class service environment.Concentrate on "hard" elements,and strive to design up-to-standard and excellent course;make an active ambience.(3)Develop differentiated service strategies.Strengthen attention to diverse groups,develop pertinent service according to the disparate expectations of local and non-local participants,"elite" groups,beginner groups.