Festival Performance (FESTPERF) Revisited: Service Quality and Special Events

An extant scale concerning festival performance (FESTPERF) was developed to measure service quality perceptions of attendees to an Australian jazz and blues festival. Despite its noted applicability to music festivals, the study by Tkaczynski and Stokes (2010) focused on one festival of a particular type, and the generalizability of its findings to multiple special events and nonmusic events remains untested. To address these research limitations, this study applied FESTPERF to a theater performance and a film festival. One-hundred and sixty valid responses were collected and analyzed using exploratory factor analysis. It was identified that three factors, human service , venue , and performance , represented attendees’ perception of service quality at these special events. The performance factor was also significantly related to satisfaction and repurchase intent. Results from this study provided justification for the usage of the items proposed in the FESTPERF instrument to be applied to different special event settings with some minor modifications. Opportunities for future research are outlined and the limitations of this study are also provided.