Article: Value, satisfaction and loyalty in padel consumption: analysis of the relational component of the service in expectations and perceived quality Journal: International Journal of Sport Management and Marketing (IJSMM) 2025 Vol.25 No.1 pp.50 - 70 Abstract: The development of research on the quality of customer-staff interaction, as a determinant of the perceived quality of sport services, is important for understanding its impact on consumer satisfaction and loyalty. This study used the American Customer Service Index to analyse the perceived value, satisfaction and loyalty of padel club customers based on their expectations and perceived quality of interaction with staff. The study took place in six padel clubs in Lisbon, in which 254 customers answered questionnaires that were analysed using structural equation modelling. The results confirm the model's relevance for studying customer loyalty in sport clubs, supporting the direct influence of expectations and perceived quality on loyalty. The findings highlight the importance of managing customers' expectations, which should account for the psychological aspects of customers-staff interactions, such as empathy and kindness. The findings stress the need for investing in human resources and their relational skills with sport consumers. Inderscience Publishers - linking academia, business and industry through research

Title: Value, satisfaction and loyalty in padel consumption: analysis of the relational component of the service in expectations and perceived quality

Authors: Margarida Mascarenhas; Pedro Simões; Rute Martins

Addresses: Faculty of Human Kinetics, Universidade de Lisboa, Portugal; Research Centre for Tourism, Sustainability and Well-being (CinTurs), Universidade do Algarve, Portugal ' Faculty of Human Kinetics, Universidade de Lisboa, Portugal ' Research Centre for Tourism, Sustainability and Well-being (CinTurs), Universidade do Algarve, Campus de Gambelas, 8005-139 Faro, Portugal

Abstract: The development of research on the quality of customer-staff interaction, as a determinant of the perceived quality of sport services, is important for understanding its impact on consumer satisfaction and loyalty. This study used the American Customer Service Index to analyse the perceived value, satisfaction and loyalty of padel club customers based on their expectations and perceived quality of interaction with staff. The study took place in six padel clubs in Lisbon, in which 254 customers answered questionnaires that were analysed using structural equation modelling. The results confirm the model's relevance for studying customer loyalty in sport clubs, supporting the direct influence of expectations and perceived quality on loyalty. The findings highlight the importance of managing customers' expectations, which should account for the psychological aspects of customers-staff interactions, such as empathy and kindness. The findings stress the need for investing in human resources and their relational skills with sport consumers.

Keywords: ACSI; customer-staff interaction; expectations; loyalty; padel; perceived quality; perceived value; satisfaction; sport club; sport consumer.

DOI: 10.1504/IJSMM.2025.148994

International Journal of Sport Management and Marketing, 2025 Vol.25 No.1, pp.50 - 70

Received: 11 Sep 2024
Accepted: 30 May 2025
Published online: 07 Oct 2025 *

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Title: Value, satisfaction and loyalty in padel consumption: analysis of the relational component of the service in expectations and perceived quality

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