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Sport Management Review
Pakistan Journal of Medical and Health Sciences
Investigation of Service Quality Perceived by Fitness Center Consumers2021 •
Aim: This research aims to examine the service quality perceived by fitness center consumers. Methods: This research, which has a descriptive nature, was carried out according to the survey model. The sample of study consists of 332 people who go to fitness centers in Trabzon. The "Personal Information Form" created by the researchers and the "Sports-Fitness Centers Service Quality Scale" developed by Uçan (2007) were used as data collection tools in the research. The dependent variable of the research is the perceived service quality, and the independent variables are gender, education level and income level. The findings obtained as a result of the data collection process were transferred to the computer environment, and descriptive statistics (frequency, arithmetic mean, standard deviation), t-test and single-factor analysis of variance (One-Way ANOVA) test were used in the analysis and interpretation of the data. Results: As a result of the analyses made, it ...
In this research, it is aimed to determine the determinants of service quality perceived by fitness center members. Scanning model from quantitative research methods was used in the research. The study group consisted of 301 women and 390 men in total 691 members who participated the research voluntarily and were selected through an easily accessible sample. The "Sport-Fitness Centers Perceived Service Quality Scale (SFC-PSQS)" developed by Uçan (2007) was used in the study. In the analysis of the data, independent t-test, correlation analysis and logistic regression tests were applied. According to obtained findings, significant and moderate relationships were determined between service quality sub-dimensions in positive direction whereas Independent T test results showed that service quality perceptions of participants who evaluated the program as expensive were found to be significantly lower in all sub-dimensions. Considering the logistic regression results, it was determined that variable of "physical environment quality" from perceived service quality sub-dimensions had an effect on the level of program fees of the members. It seems that 1 unit increase in physical environment quality variable caused 6.1% decrease in "program fee prediction" related to odds value. It can be stated that 11% of the total variance of program fee levels predicts perceived service quality. As a result, it is considered that only one factor cannot be effective in ensuring the continuity of sport-fitness center customers and the sustainability of the business. This is because factors such as customer expectations, equipment, experience of fitness center, customer loyalty, physical appearance that may affect individual consumer satisfaction are important factors.
International Journal of Human Movement and Sports Sciences
Effect of Service Quality and Rates on Satisfaction and Loyalty of Customer Behavior at FitnessPurpose: Regular quality of service and tariffs are generally recommended to be important factors for maintaining customers. The purpose of this study was to determine the effect of service quality on service satisfaction and fitness customer behavior, to determine the effect of tariff on fitness customer behavior loyalty, to determine the effect of satisfaction on customer behavior loyalty at fitness. Design/methodology/approach: Type This study was a descriptive research with mixed methods (qualitative and quantitative). The subjects of this research were 85 Customers from two groups: UNY Family and outside the UNY taken by random sampling. Data analysis techniques using correlation and linear regression among indicators-variables, and between variables themselves with Software SPSS.21 and PLS-SEM. Findings: The results showed that there was a significant effect of service quality on satisfaction, the effect of service quality on behavior loyalty was largely indirect. The ticket prices have a negative effect on satisfaction and behavioral loyalty. Research limitations/implications: Although this study lacks generalizability, thus, service quality and tariffs are strong management instruments to help sports management. Practical implications-Thus, service quality and tariffs are strong management instruments to help sports management to decide the allocation of resources to increase customer satisfaction and loyalty. Originality/value: This study is the first to apply to explain career to the current situation in that fitness.
2019 •
This study adopted the service quality model proposed by Chang, which specifies a three-stage systems view of the fitness services as inputs, throughputs and outputs, to analyze the relationships between service quality (inputs), customer satisfaction (throughputs) and renewal intention (outputs). Two-hundred and sixty three subjects completed the Portuguese versions of the Scale of Quality in Fitness Services, the Clients Satisfaction Scale, and the Renewal Intention Scale. The results showed that personal involvement satisfaction was predicted by a combination of task interaction, perceived service quality and contact with other clients; service satisfaction was predicted by perceived service quality, management commitment to service quality and interpersonal interactions, and renewal intention was predicted by service satisfaction. Accordingly, these results can make an important contribution to the retention of costumers in fitness clubs, suggesting that, to increase customers’ ...
Physical Culture and Sport. Studies and Research
Examining the Relationships Among Perceived Quality, Perceived Value, Customer Satisfaction, and Behavioral Intention in Turkish Fitness Centers2022 •
The purpose of this study is to analyze the relationships among perceived quality, perceived value, customer satisfaction, and behavioral intention in Turkish fitness centers. The data were collected from 305 fitness customers (149 women and 156 men) using the quantitative method of a questionnaire. The main procedure of this study was to conceptualize fitness clubs' perceived value as a multidimensional construct of four dimensions. Through a comprehensive review of the literature, a questionnaire was developed to measure perceived quality, perceived value, customer satisfaction, and behavioural intention, which took into consideration the unique characteristics of Turkish fitness centers. After examining the measurement properties by conducting confirmatory factor analysis and structural equation model analysis, the results revealed positive relationships among perceived quality, perceived value, customer satisfaction, and behavioral intention. The findings showed that perceived quality was positively related to social value, functional value, emotional value, and economic value. Likewise, functional value and economic value were positively related to customer satisfaction, and social value and emotional value were not positively related to customer satisfaction. Finally, customer satisfaction was related to behavioral intentions. The implication for management is significant as it shows that quality management is important for the different dimensions of value. Therefore, sports managers must work on quality processes to achieve positive perceived quality and its consequences, such as perceived value or behavioral intentions. This chain of positive perceptions improves consumer loyalty.
Sport Management Review
The development of loyalty among novice and experienced customers of sport and fitness centresManaging Service Quality
Customers’ expectations of service in Greek fitness centers: Gender, age, type of sport center, and motivation differences2005 •
Awareness of healthy lifestyle in society is increasing day by day. Therefore, the fitness centers more motivated to focus on these business opportunities. Hence, it is important for companies to understand how to satisfy consumers to obtain consumer loyalty. Main variables were applied to predict customer loyalties areswitching cost, customer value, physical environment, and customer satisfaction. Data was collected through questionnaires distribution to students at private university in Tangerang. Data then was analyzed to by applying multipleregressionswith SPSS software. The results showed that there are three hypotheses are supported. The hypothesis is the relationship between switching cost and customer value, the relationship between customer value and customer satisfaction, and the relationship between customer satisfaction and customer loyalty. There is a hypothesis that is not supported, namely the relationship between the physical environment and customer satisfaction. This study also provides a discussion and offers direction for further research. Abstrak Kesadaran akan hidup sehat dalam masyarakat semakin meningkat. Oleh karenaitu, perusahaan-perusahaan pusat kebugaran termotivasi untuk focus pada peluang bisnis ini. Dengan demikian, pemahaman akan kepuasan konsumen yang dapat menjadikan kon-sumen semakin loyal adalah penting bagi perusahaan. Penelitian ini focus pada variable biaya perpindahan, nilai yang diterima konsumen, lingkungan fisik, dan kepuasan kon-sumen dalam memprediksi loyalitas konsumen. Data dikumpulkan melalui penyebaran kuesioner pada mahasiswa di sebuah universitas swasta. Data kemudian dianalisis den-gan menggunakan regresi berganda. Hasil penelitian menunjukkan bahwa terdapat tiga hipotesis yang didukung. Hipotesis tersebut adalah hubungan antara biaya perpindahan dan nilai yang diterima konsumen, hubungan antara nilai yang diterima konsumen dan kepuasan konsumen, dan hubungan antara kepuasan konsumen dan loyalitas konsumen. Terdapat satu hipotesis yang tidak didukung, yaitu hubungan antara lingkungan fisik dan kepuasan konsumen. Penelitian ini menyampaikan pembahasan dan arah atas penelitian selanjutnya.
International Journal of Sport Management and Marketing
Expectations, satisfaction and loyalty in health and fitness clubs2009 •
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Professor Dr. Brenda G. Pitts