Effects of service quality attributes of public sports facilities on virtual reality experience among wheelchair users

Abstract

This study explores the impact of service quality attributes in public sports facilities on the virtual reality (VR) experiences of wheelchair users, focusing on how these attributes influence user satisfaction and the intention to revisit. As VR technology becomes increasingly integrated into sports facilities, it is essential to understand the specific needs and preferences of wheelchair users, a demographic often underserved in sports environments. A survey was administered to 250 wheelchair users who had experienced VR in public sports facilities. The survey examined their perceptions of tangible elements, such as facility accessibility and equipment, as well as service quality attributes, including reliability, responsiveness, and staff competence. The data were analyzed to assess the relationship between these factors and their effect on overall satisfaction and the likelihood of revisiting the facility.The results reveal that tangible aspects, particularly the accessibility and quality of the physical environment, are significant predictors of revisit intention among wheelchair users. Interestingly, while reliability and responsiveness were not directly associated with revisit intention, they played a crucial role in shaping overall satisfaction. Satisfaction, in turn, was found to be a strong mediator, significantly influencing the intention to return to the facility. These findings underscore the importance of prioritizing tangible service quality attributes, such as well-maintained and accessible facilities, to enhance the VR experience for wheelchair users. Moreover, this study suggests that while intangible service elements like reliability and responsiveness are important, their influence on revisit intention is largely indirect, mediated through user satisfaction. Thus, public sports facilities should focus on improving both the tangible and intangible aspects of service quality to better serve wheelchair users, thereby enhancing their VR experience and encouraging repeat visits.