Consumer behaviour and sport services: an examination of fitness centre loyalty

Fernández, Jerónimo García; García, Ainara Bernal; Colón, Luisa Vélez; Pitts, Brenda G.; Ruíz, Pablo Gálvez

doi:10.1504/ijsmm.2017.10012384

Cited by 11 publications

(26 citation statements)

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“…As already stated at the beginning of the paper, customer satisfaction is a recurring issue in the marketing literature (Gil & Gallarza, 2008), even within the sport services literature (Bodet & Bernache-Assollant, 2011;García-Fernández et al, 2018;García-Pascual, Silla, Mundina, & Escamilla, 2016;Tsitskari, Tsiotras, & Tsiotras, 2006) largely due to the implications of these variables for sports management and the viability of the company as a whole (Anderson, Fornell, &Lehman, 1994;Martín-Consuegra et al, 2007). The relationship among satisfaction, perceived value, and future intentions is a recurring theme and has been extensively tested (Cronin, Brady, & Hult, 2000;Kwon, Trail & Anderson, 2005;Tsitskari, Tsiotras, & Tsiotras, 2006).…”

Section: Discussionmentioning

confidence: 91%

“…In this context, the relationship among satisfaction, perceived value, and future intentions is a recurring issue in the service literature in general (Cronin, Brady & Hult, 2000) and in the sports management literature in particular (Kwon, Trail & Anderson, 2005). More recently, interest in this subject has shifted to the study of service quality and user satisfaction in sport facilities (Baena, Gálvez, Sánchez-Oliver, & Bernal, 2016;García-Fernández, Gálvez-Ruíz, Pitts, Vélez-Colon, & Bernal, 2018;Tsitskari, Tsiotras, & Tsiotras, 2006). Such interest arises from the influence of consumer satisfaction on the benefits associated with speaking well about the company, cross buying or customer loyalty (Anderson, Fornell and Lehman, 1994).…”

Section: Introductionmentioning

confidence: 99%

“…According to the literature, satisfaction has a direct effect on consumer loyalty (Chang, Wang, & Yang, 2009), which involves several dimensions, such as positive WOM, reduced price sensitivity and repurchases (Anderson et al, 1994). In this sense, numerous studies have observed how satisfaction has a direct effect on intention (Cronin & Taylor, 1992;Price & Arnould, 1999;Wangenheim & Bayón, 2007), and some of these studies have been focused specifically on sport management (Calabuig, Burillo, Crespo, Mundina, & Gallardo, 2010;Cronin et al, 2000;García-Fernández et al, 2018;Prado-Gascó, & Calabuig, 2016;Trail, Anderson, & Fink, 2005).…”

Section: Introductionmentioning

confidence: 99%

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2018

JPES

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The relationship among satisfaction, perceived value, and future intentions is a recurring theme in the service literature. Traditional models in sports management have not studied the indirect effect (moderation) of instructors on activities in the aquatic environment or the effect of satisfaction with instructors. For this reason, the objective of this study is twofold: on the one hand, it aims to analyze the moderating effect that aquatic activities with an instructor has on management variables, and on the other hand, it seeks to observe the moderating effect of the satisfaction with this instructor on the rest of the variables. The study sample consisted of 424 users, aged 18 to 84 years, (M=48.57, SD=14.21; 58.3% female (247)), obtained by an intentional sampling among the users of the public aquatic facilities from a town in the Valencian region (Spain), Paterna, during the 2016-2017 season by trained personnel. Data were obtained through a self-compliant instrument composed of an ad hoc question regarding type of activity ("free swimming" or "guided water activities") and other scales that measure service perception of user. Based on the results obtained, there only seem to be significant differences in perceived value depending on the type of activity (free swimming vs guided aquatic activities). Taking into account the moderating effect of the type of activity, it is only observed in the effect of general user satisfaction on future intentions, with a greater effect in the case of free swimming than in the case of guided aquatic activities. Along the same lines, the results suggest that there is no moderating effect of satisfaction with the instructors on any of the relationships established.

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Section: Discussionmentioning

confidence: 91%

Section: Introductionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

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2018

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“…Instruments such as SPORTSERV ( Theodorakis et al, 2001 ), EVENQUAL ( Calabuig-Moreno and Crespo-Hervás, 2009 ), SEQSS ( Ko et al, 2011 ), EPOD, and EPOD2 ( Nuviala et al, 2008 , 2013 ) are commonly used. The structure of these models is affected by the characteristics of each sporting event or service, adding specific dimensions to the particular context ( Theodorakis et al, 2015 ; Calabuig-Moreno et al, 2016b ; Choi et al, 2018 ; García-Fernández et al, 2018 ). But at a sporting event, participants may perceive quality differently than spectators ( Shonk and Chelladurai, 2008 ).…”

Section: Conceptual Framework and Hypothesismentioning

confidence: 99%

“…Thus, consumers perceive value when the organization personally satisfies them in relation to their tastes, preferences, or needs and in comparison, with what they have invested in time, money, effort, and sacrifice ( Calabuig-Moreno et al, 2010 ; Boksberger and Melsen, 2011 ). Quality is identified by several authors as a predictor of perceived value and as an antecedent of future intentions ( Cronin et al, 2000 ; Hightower et al, 2002 ; Murray and Howat, 2002 ; Nuviala et al, 2015 ; García-Fernández et al, 2018 ).…”

Section: Conceptual Framework and Hypothesismentioning

confidence: 99%

Overall Quality of Sporting Events and Emotions as Predictors of Future Intentions of Duathlon Participants

et al. 2020

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The present study is intended to analyze the effect of global quality, perceived value, general satisfaction, and emotions on future behavior patterns among participants in the European Duathlon Championship. In this sense, a questionnaire was administered (n = 210), composed of four sections: essential demographic and profiling variables, perceived quality, overall quality, and emotions. Consequently, a relational model was designed to be examined by means of structural equation modeling (SEM) and fuzzy set qualitative comparative analysis (fsQCA). Results reveal that global quality and general satisfaction are key dimensions for determining future behaviors of participants, but not so the perceived value. Moreover, up to three combinations of these dimensions together with emotions-pleasure and arousal-emerged as enough for depicting future intentions to a great extent. In this line, a remarkably sufficient combination consists of global quality, general satisfaction, pleasure, and arousal. These findings will guide organizers to design strategies that provide exciting experiences, as well as quality and satisfaction to the participants of sports events.

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The effect of perceived quality and customer engagement on the loyalty of users of Spanish fitness centres

Gálvez-Ruiz,

Calabuig,

Grimaldi-Puyana

et al. 2023

ARLA

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PurposeThe purpose of this paper is to analyse the influence of perceived quality and customer engagement on perceived value and satisfaction in a model to evaluate loyalty in users of fitness centres.Design/methodology/approachThrough an online questionnaire, the study uses a large sample of 6,584 users from 44 low-cost fitness centres from different cities in Spain. After validating the measurement model, the hypotheses were tested through structural equation (SEM) modelling technique, noting the existence of significant relationships.FindingsThe results showed that two dimensions of perceived quality have a positive influence on perceived value (employees) and satisfaction (facilities). However, the enthused participation dimension of customer engagement also indicated an important impact on perceived value and satisfaction, thus confirming the influence of this dimension in the context of sports services for users' loyalty.Originality/valueWith a large sample, the importance of this study lies in the use of strategies to achieve a greater influence on perceived value and satisfaction, with the aim of increasing customer loyalty in fitness centres. This is why, in addition to the service quality, the influence of the customer engagement dimensions is included, which have not been previously analysed in this emerging business model.

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Consumer behaviour and sport services: an examination of fitness centre loyalty

Cited by 11 publications

References 0 publications

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Overall Quality of Sporting Events and Emotions as Predictors of Future Intentions of Duathlon Participants

The effect of perceived quality and customer engagement on the loyalty of users of Spanish fitness centres

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