Summary results for confirmatory factor analysis
| Items | M | SD | λ | AVE | CR | α |
|---|---|---|---|---|---|---|
| Relationship bonding tactics | ||||||
| Financial bonding tactics | 0.51 | 0.80 | 0.80 | |||
| (The club) offers free gifts (e.g. tickets, club goods, stadium giveaways) to club members/fans | 4.80 | 1.27 | 0.70 | |||
| (The club) provides club members/fans with cumulative points programs (e.g. membership, loyalty) | 4.82 | 1.27 | 0.74 | |||
| (The club) offers rebates for club members/fans | 4.62 | 1.26 | 0.73 | |||
| (The club) offers faster services or transactions to club members/fans than most customers | 4.78 | 1.10 | 0.69 | |||
| Social bonding tactics | 0.50 | 0.80 | 0.76 | |||
| (The club) keeps in touch with me through multiple means (e.g. phone calls, personal visits, emails, SNS, etc.) | 4.70 | 1.35 | 0.61 | |||
| (The club) concerns me and asks my opinions about matchday experience, service, merchandise through multiple means (e.g. customer service, customer surveys, SNS, etc.) | 4.47 | 1.34 | 0.74 | |||
| (The club) offers more special treatment to members/fans than most customers | 4.86 | 1.22 | 0.69 | |||
| (The club) offers opportunities for club members/fans to interact with the club on the club’s SNS | 4.74 | 1.23 | 0.80 | |||
| Structural bonding tactics | 0.50 | 0.83 | 0.81 | |||
| (The club) offers different types of customized products (e.g. tickets, memberships, events, etc.), or working methods (e.g. tickets purchase, merchandise purchase, etc.) according to my need | 5.14 | 1.25 | 0.70 | |||
| (The club) provides innovative products (seat options, stadium events, merchandise, etc.) or fan services to club members/fans | 4.97 | 1.11 | 0.67 | |||
| (The club) provides long-term customer service (e.g. follow-up calls during the season or season-end greetings) to club members/fans | 4.65 | 1.33 | 0.70 | |||
| (The club) deals with club members’/fans’ complaints toward services or products quickly | 4.79 | 1.23 | 0.75 | |||
| (The club) efficiently provides updated and detailed information that I need (e.g. relevant tickets, services, events, merchandise) through multiple means (e.g. SNS, club’s website, newsletters, DMs, etc.) | 4.82 | 1.23 | 0.71 | |||
| Relationship quality | ||||||
| Trust | 0.62 | 0.83 | 0.83 | |||
| I trust this club | 5.38 | 1.13 | 0.79 | |||
| This club is reliable | 5.29 | 1.15 | 0.80 | |||
| I can count on this club | 5.04 | 1.21 | 0.79 | |||
| Commitment | 0.69 | 0.87 | 0.87 | |||
| I am committed to this club | 5.31 | 1.15 | 0.83 | |||
| I am devoted to this club | 5.08 | 1.29 | 0.81 | |||
| I am dedicated to this club | 5.14 | 1.29 | 0.85 | |||
| Intimacy | 0.63 | 0.84 | 0.84 | |||
| I am very familiar with this club | 5.19 | 1.25 | 0.76 | |||
| I know a lot about this club | 4.99 | 1.27 | 0.76 | |||
| I feel as though I really understand this club | 4.99 | 1.21 | 0.86 | |||
| Identification | 0.66 | 0.86 | 0.85 | |||
| This club reminds me of who I am | 4.75 | 1.29 | 0.78 | |||
| This club’s image and my self-image are similar in a lot of ways | 4.60 | 1.35 | 0.81 | |||
| This club and I have a lot in common | 4.75 | 1.31 | 0.86 | |||
| Reciprocity | 0.61 | 0.83 | 0.83 | |||
| This club unfailingly pays me back when I do something | 4.33 | 1.31 | 0.76 | |||
| This club gives me back equivalently when I have given them | 4.50 | 1.39 | 0.82 | |||
| This club constantly returns the favor when I do something good for it | 4.59 | 1.34 | 0.77 | |||
| Items | M | SD | λ | AVE | CR | α |
|---|---|---|---|---|---|---|
| Financial bonding tactics | 0.51 | 0.80 | 0.80 | |||
| (The club) offers free gifts (e.g. tickets, club goods, stadium giveaways) to club members/fans | 4.80 | 1.27 | 0.70 | |||
| (The club) provides club members/fans with cumulative points programs (e.g. membership, loyalty) | 4.82 | 1.27 | 0.74 | |||
| (The club) offers rebates for club members/fans | 4.62 | 1.26 | 0.73 | |||
| (The club) offers faster services or transactions to club members/fans than most customers | 4.78 | 1.10 | 0.69 | |||
| Social bonding tactics | 0.50 | 0.80 | 0.76 | |||
| (The club) keeps in touch with me through multiple means (e.g. phone calls, personal visits, emails, SNS, etc.) | 4.70 | 1.35 | 0.61 | |||
| (The club) concerns me and asks my opinions about matchday experience, service, merchandise through multiple means (e.g. customer service, customer surveys, SNS, etc.) | 4.47 | 1.34 | 0.74 | |||
| (The club) offers more special treatment to members/fans than most customers | 4.86 | 1.22 | 0.69 | |||
| (The club) offers opportunities for club members/fans to interact with the club on the club’s SNS | 4.74 | 1.23 | 0.80 | |||
| Structural bonding tactics | 0.50 | 0.83 | 0.81 | |||
| (The club) offers different types of customized products (e.g. tickets, memberships, events, etc.), or working methods (e.g. tickets purchase, merchandise purchase, etc.) according to my need | 5.14 | 1.25 | 0.70 | |||
| (The club) provides innovative products (seat options, stadium events, merchandise, etc.) or fan services to club members/fans | 4.97 | 1.11 | 0.67 | |||
| (The club) provides long-term customer service (e.g. follow-up calls during the season or season-end greetings) to club members/fans | 4.65 | 1.33 | 0.70 | |||
| (The club) deals with club members’/fans’ complaints toward services or products quickly | 4.79 | 1.23 | 0.75 | |||
| (The club) efficiently provides updated and detailed information that I need (e.g. relevant tickets, services, events, merchandise) through multiple means (e.g. SNS, club’s website, newsletters, DMs, etc.) | 4.82 | 1.23 | 0.71 | |||
| Trust | 0.62 | 0.83 | 0.83 | |||
| I trust this club | 5.38 | 1.13 | 0.79 | |||
| This club is reliable | 5.29 | 1.15 | 0.80 | |||
| I can count on this club | 5.04 | 1.21 | 0.79 | |||
| Commitment | 0.69 | 0.87 | 0.87 | |||
| I am committed to this club | 5.31 | 1.15 | 0.83 | |||
| I am devoted to this club | 5.08 | 1.29 | 0.81 | |||
| I am dedicated to this club | 5.14 | 1.29 | 0.85 | |||
| Intimacy | 0.63 | 0.84 | 0.84 | |||
| I am very familiar with this club | 5.19 | 1.25 | 0.76 | |||
| I know a lot about this club | 4.99 | 1.27 | 0.76 | |||
| I feel as though I really understand this club | 4.99 | 1.21 | 0.86 | |||
| Identification | 0.66 | 0.86 | 0.85 | |||
| This club reminds me of who I am | 4.75 | 1.29 | 0.78 | |||
| This club’s image and my self-image are similar in a lot of ways | 4.60 | 1.35 | 0.81 | |||
| This club and I have a lot in common | 4.75 | 1.31 | 0.86 | |||
| Reciprocity | 0.61 | 0.83 | 0.83 | |||
| This club unfailingly pays me back when I do something | 4.33 | 1.31 | 0.76 | |||
| This club gives me back equivalently when I have given them | 4.50 | 1.39 | 0.82 | |||
| This club constantly returns the favor when I do something good for it | 4.59 | 1.34 | 0.77 | |||
Note(s): χ2/df = 2.17; CFI = 0.940; TLI = 0.928; RMSEA = 0.059; SRMR = 0.038
Source(s): Authors’ own creation