How servicescape and service experience affect loyalty: evidence from attendees at the Taipei International Travel Fair

Importance-Performance Matrix Analysis (IPMA) to Evaluate Servicescape Fitness Consumer by Gender and Age

“…These results will add value to those responsible for fitness centers in making decisions to improve customer loyalty [ 13 ]. Therefore, our findings confirm previous studies from different sectors that showed that servicescape has a positive relationship with consumer loyalty [ 29 , 30 , 32 ]. In fact, this research aligns Ong and Yap´s (2017) study in which it was indicated that servicescape had a positive influence on consumers behavioral intentions in fitness centers [ 8 ].…”

“…Regarding men, the findings showed margins of improvement in performance indices for men younger than 40 and those between 51 and 60 years old. These results differ from those achieved in fitness centers by Lee et al (2019) and Ong and Yap (2017) [ 8 , 30 ], who concluded their high need for greater fidelity, as evidenced in other sectors [ 86 ].…”

“…This fact shows that performance indices, and hence the loyalty of the sports consumer, can be improved. Thus, the results have shown its importance as already indicated by Kim et al (2016) and Lee et al (2019) [ 9 , 30 ], in this way influencing the good conditions of the sports facility [ 8 ].…”

“…These results corroborate previous studies where women’s perceptions have been more positive in sports services [ 40 , 41 ], although there are also works that indicate the opposite [ 12 ]. In fact, in relation to ambient conditions, such as the use of music that is pleasant and adapted to physical activity or the noise level being tolerable, this is a relevant factor for women and men of all the age groups, as concluded by Lee et al (2019) [ 30 ]. Nonetheless, performance indices indicated that there is room for improvement for women aged 51 to 60, and men aged 41 to 60.…”

“…Others, such as Madzharov, Block and Morrin (2015), also examined how ambient scents affect consumers’ perceptions and feelings and, subsequently, their purchase intention [ 28 ]. Recently, the study of Tran, Dang and Tournois (2020) has revealed the positive relationship between servicescape and consumer loyalty in coffee stores [ 29 ], as also indicated by the studies of Lee, Fu and Tsai (2019) and, Rai and Anirvinna (2019) [ 30 , 31 ]. Regarding studies that have analyzed both variables in the sports sector, Hightower, Brady, and Baker (2002) showed that there was a positive relationship in sporting event customers [ 32 ].…”