Service Quality, Perceived Value, Customer Satisfaction, and Behavioral Intention Among Fitness Center Members Aged 60 Years and Over

Abstract

Our aim in this study was to examine the structural relationships among service quality, perceived value, customer satisfaction, and behavioral intention. Participants, who were all aged 60 years or older and who were members of a sport and fitness center, completed surveys to assess these relationships. Scanning electron microscopy results showed that provision of high-quality services for older adult consumers in a sport and fitness center elevated perceived value, enhanced customer satisfaction, reduced complaint behavior, and ultimately increased the likelihood of renewed membership and continued use of the center facilities.

An investigation of virtual golf in the Republic of Korea from a marketing perspective.

“…Furthermore, from a marketing perspective, efforts to examine significant factors (i.e., service quality, perceived value, and consumer satisfaction) affecting consumers' behavioral intentions are necessary for successful sport-related business (Yu et al, 2014).…”

“…Specifically, consumer satisfaction (Murray & Howat, 2002;Howat, Murray, & Crilley, 1999;McDougall & Levesque, 2000;Yu, et al, 2014) and service quality Bitner & Hubbert, 1994;Howat et al, 1993;Ko & Pastore, 2004;Yiannakis, 1989) have been considered significant elements. Also, the influence of perceived value on consumer behaviors gained attention in the sports industry as a mediator between service quality and consumer satisfaction (Cronin et al, 2000;McDougall & Levesque, 2000;Murray & Howat, 2002;Petrick et al, 1999;Shukla, 2010;Yu et al, 2014;Zeithaml, 1988).…”

“…Also, the influence of perceived value on consumer behaviors gained attention in the sports industry as a mediator between service quality and consumer satisfaction (Cronin et al, 2000;McDougall & Levesque, 2000;Murray & Howat, 2002;Petrick et al, 1999;Shukla, 2010;Yu et al, 2014;Zeithaml, 1988). In this sense, an investigation of relationships among the significant factors could be essential for research on virtual golf.…”

“…Based on theoretical development, previous research (Murray & Howat, 2002;Yu et al, 2014) found that various leisure constraints limited individuals' leisure participation. However, this investigation of virtual golf from a marketing perspective is significant because of the uniqueness of consumer behaviors, which might vary in numerous instances.…”

“…Specifically, given that virtual golf offers technology-based services for golfers , it could be considered a business operating in the service industry. Investigating significant factors (service quality, perceived value, consumer satisfaction, and behavioral intentions) is vital for successful businesses in a service industry (Yu, Zhang, Kim, Chen, Henderson, Min, & Huang, 2014). Previous literature found that service quality, perceived value, and consumer satisfaction were important factors Bitner & Hubbert, 1994;Cronin, Brady, & Hult, 2000;Fornell, 1992;Howat, Crilley, Milne, & Absher, 1993;McDougall & Levesque, 2000;Murray & Howat, 2002;Ko & Pastore, 2004;Yiannakis, 1989).…”