Festperf: A service quality measurement scale for festivals

Tkaczynski, Aaron and Stokes, Robyn (2010) Festperf: A service quality measurement scale for festivals. Event Management, 14 1: 69-82. doi:10.3727/152599510X12724735767679

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Author Tkaczynski, Aaron
Stokes, Robyn
Title Festperf: A service quality measurement scale for festivals
Journal name Event Management   Check publisher's open access policy
ISSN 1525-9951
Publication date 2010
Sub-type Article (original research)
DOI 10.3727/152599510X12724735767679
Volume 14
Issue 1
Start page 69
End page 82
Total pages 14
Place of publication Putnam Valley, NY, U.S.A.
Publisher Cognizant Communication
Collection year 2011
Language eng
Formatted abstract
As a service quality measurement tool, SERVPERF has gained an increasing level of prominence among marketing theorists. However, despite the apparent usefulness of this "performance-only"measure of quality in various settings, research is yet to confirm or discount which, if any, of the SERVPERF dimensions are salient in a festival setting. Consequently, it is unknown which specific factors, if any, are predictors of visitor satisfaction and repurchase intent. Results of this study at an Australian Jazz and Blues Festival led to the creation of FESTPERF, a three-factor solution that differed from the generic SERVPERF instrument and did not replicate the SERVQUAL factors. Two of these factors, Professionalism and Environment, predicted visitor satisfaction that may, in turn, lead to repurchase. The third factor, Core Service, did not predict intent by festival goers to revisit. A practical implication of this research is the availability of an event-specific model of service quality for further testing at other types of music festivals (e.g., rock, gospel, or pop, or at other special events.).
Keyword Festival
Service quality
Q-Index Code C1
Q-Index Status Confirmed Code
Institutional Status UQ

Document type: Journal Article
Sub-type: Article (original research)
Collections: Official 2011 Collection
UQ Business School Publications
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Citation counts: Scopus Citation Count Cited 20 times in Scopus Article | Citations
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Created: Tue, 29 Mar 2011, 22:39:14 EST by Dr Aaron Tkaczynski on behalf of School of Tourism