Future Intentions in Fitness Center into account aspects that seem unimportant when observing linear models (such as emotions or age). However, both methodologies should be considered complementary and used simultaneously since, by focusing on different aspects, enriched results are obtained. The results obtained will enable managers to make more efficient use of available resources to increase user satisfaction.
The service experience in fitness centres is important for understanding how users perceive and value the quality of the service. The service experience in fitness centres is constructed from the expectations and needs of the users and the capacity of the centre to satisfy them. This paper aims to adapt and validate the consumer experience quality (EXQ) scale (Klaus and Maklan, 2012) that analyses consumer experience in the context of fitness centres. This research was carried out in a sports centre in Spain with a sample of 413 users (52% male, 48% female) and an average age of 36.5 years. A CFA was carried out to check the fit of the model and then to check the reliability and validity of the scale, as well as the correlations with other factors. It can be seen that after different steps, the model shows good fitting as well as good reliability and validity values. The research also shows that this scale significantly predicts the satisfaction and future intentions of the service users. Therefore, managers of sports centres should consider the perceptions and positive experiences of their users in order to improve the viability of their service.
The COVID-19 pandemic has generated an uncertain and changing context that has greatly affected the development and sustainability of all sports organizations. In this hostile context, adaptation of the business model (BMA) can be a strategic alternative for sports clubs. A change in value proposition, change in target market, and change in value delivery are some of the aspects considered in this study in relation to the social performance variable. It is well-known that sports clubs have a marked social function, therefore analyzing their social cause performance is of great importance in modern society. However, there are still few studies that have analyzed BMA in relation to this type of variable in sports clubs. Therefore, the objectives of this study were to find out what perceptions of the environment can influence the BMA, and to investigate what influence the BMA has on the social performance of this type of entity. To this end, 145 Spanish sports clubs were analyzed during a period of limitations and restrictions arising from COVID-19. The results show that there are differences in BMA according to the perceived impact of the crisis and the perception of risk. In addition, BMA predicts the social performance of sports clubs, and this study provides new information for academics and professionals. Practical implications and management proposals were developed based on the results, and conclusions drawn.
Knowing the perceptions of users of sports services has always been an object of analysis within sports management. This paper attempts to analyse what influences the satisfaction and future intentions of fitness centre customers, beyond management variables, by using two different methodologies. A sample of 389 users of a private sports centre was used. Both linear relationships between variables and the combination of sets were analysed using fuzzy set Qualitative Comparative Analysis fsQCA. It is concluded that management variables (service quality, satisfaction and perceived value) are very important for the prediction of management models, but that, according to the interaction methodology between variables, both frequency and sociodemographic variables play an important role in achieving satisfied and loyal users of the sports service. For the prediction of customers’ future intentions, within the analysed sets, it is observed that satisfaction and perceived value are the most predictive variables (raw coverage 0.66). Therefore, and as a consequence, a high number of satisfied and loyal users of the service will allow the economic viability of this service to be achieved.
Sports services have become an important enclave for our society. Due to its complete sports offer, customers can perform physical activity that helps them to improve their health and well-being. In fitness centers, managers try to know what their customers are looking for in order to create more personalized experiences, as well as to improve their health. This study seeks to understand the influence that sports frequency has on the future behavior of users of a sports center, using two complementary methodologies. A sample of 383 users of a private sports center was used. The two complementary methodologies used were linear models and comparative qualitative analysis, based on the combination of sets. The results show how sports frequency influences the process of creating users’ future behaviors. Considering that none of the variables are necessary, it is observed that perceived value has a significant influence on users’ future behaviors. The use of two complementary methodologies provides a more complete understanding, which helps sports managers to plan and manage effectively to ensure user satisfaction and loyalty. In addition, facilities can incentivize customers through loyalty programs and promotions to maintain their engagement, as well as healthy styles to encourage service recommendations.
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