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.
This study aims to identify the common and distinct factors affecting the dis/satisfaction of employees in two different industries, namely tourism and sports, and develop a model in the end. The study was carried out by using the qualitative method. A total of 118 employees working both in five-star hotels and sports centers participated in the study. Common factors affecting the employee satisfaction were thematized as the fellow employees, nature of job, relationship with superiors, salary, working hours, career opportunities, and job security. The factors affecting the dissatisfaction were thematized as the low salary, ineffective management, job insecurity, and inconsiderate mates. In the context of satisfaction in tourism, the theme of “extra opportunities” differs from sports. In the context of dissatisfaction with sports, the theme of “lack of career opportunities” differs from tourism. Study findings present valuable implications for the two industries in a desire to increase the performance and productivity of their businesses. The study conveys its originality by identifying the employee dis/satisfaction factors both in tourism and sports industries.
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