The use of fitness centre apps and its relation to customer satisfaction: a UTAUT2 perspective

Barbosa, Helena Ferreira; Fernández, Jerónimo García; Pedragosa, Vera; Cepeda‐Carrión, Gabriel

doi:10.1108/ijsms-01-2021-0010

Cited by 39 publications

(38 citation statements)

References 65 publications

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“…Currently, in the context of fitness centers, there is a clear problem for managers in attracting, satisfying, and retaining members (Ferreira- Barbosa et al, 2021).…”

Section: Introductionmentioning

confidence: 99%

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Determinants of service quality influencing customer satisfaction in fitness centers: A systematic review

Ferreira

2023

EJHM

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The aim of the present systematic review was to investigate the determinants of fitness center service quality that most influence customer satisfaction. Studies were identified from searches in PubMed, Scopus, Web of Science and EBSCO databases from 2017 through 2022. The search process was carried out by four independent researchers. Titles and abstracts were reviewed to determine whether the studies met the inclusion criteria. The quality of the reporting of the measures was assessed using a tailored list. The electronic search strategy produced 378 studies. A total of 17 articles met the inclusion criteria. Results of the review support the importance of service quality to improve customer satisfaction, leading to customers future intentions with the brand, increasing loyalty and customer retention. Therefore, positive perceptions of service quality influence customer satisfaction, in turn customer loyalty and retention, and are indispensable for the sustainability of these companies. Through the studies included in this systematic review it was possible to identify nine dimensions of service quality as predictors of customer satisfaction: facility quality, instructors and reception staff quality, price, supporting services, service recovery, service assurance, online marketing, and customer relations. This article provides useful and global information on the most current service quality factors. Given the fitness market's competitiveness, understanding the factors that influence service quality allows managers to better choose their strategies for increasing customer satisfaction.

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“…Currently, in the context of fitness centers, there is a clear problem for managers in attracting, satisfying, and retaining members (Ferreira- Barbosa et al, 2021).…”

Section: Introductionmentioning

confidence: 99%

“…Ferreira- Barbosa et al (2021) (2021). Articles published between 2017 and 2022 were considered for the search.…”

Section: Introductionmentioning

confidence: 99%

Determinants of service quality influencing customer satisfaction in fitness centers: A systematic review

Ferreira

2023

EJHM

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“…Our study contributes to the literature on the adoption and continued use of sports technologies that build on existing research (e.g. Barbosa et al. , 2021; Cheng et al , 2022; Damberg, 2021).…”

Section: Theoretical Implicationsmentioning

confidence: 81%

“…(2015) used hedonic motivation, price and habit from the UTAUT2 model to explain intention to use health and fitness apps. In a similar theoretical approach, Barbosa et al. (2021) utilized UTAUT2 to predict the intention to use fitness center apps.…”

Section: Literature Reviewmentioning

confidence: 99%

An acceptance model for sports technologies: the effects of sports motivation, sports type and context-aware characteristics

Toker

2022

IJSMS

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Purpose This study explores the drivers behind sports technology use and identifies the need for a new conceptualization of sports technology adoption. To address this issue, the authors create a new construct, “context-awareness,” with four dimensions: tracking, coaching, sharing and gamification.Design/methodology/approach The paper uses a mixed-method approach, including in-depth interviews and partial least squares structural equation modeling. The proposed model combines technology acceptance frameworks with the Sports Motivation Scale and a novel context-awareness scale. It is empirically tested with a diverse sample of 600 respondents to identify use-intention differences according to sports motivation and sport types.Findings The paper reveals group differences in sports type (dynamic vs nondynamic) and sports motivation (intrinsic vs extrinsic) regarding sports technology use. It also suggests that perceived technology characteristics mediate the relationship between context-aware features and intention to use.Originality/value This research introduces a new construct of “context-awareness” into the literature on new technology acceptance. The proposed model combines insights from information systems, sports science, sports marketing and sports medicine to explain the adoption of complex technology.

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“…, 2019a), peripheral services (Foroughi et al. , 2019b) and technological application (Ferreira Barbosa et al. , 2021).…”

Section: Introductionmentioning

confidence: 99%

Competence inference from muscle: how and when trainers' muscle mass impacts service purchase of personal fitness training

Park

Lee

2022

IJSMS

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PurposeThis study aims to examine how and when trainers' muscle mass impacts service purchase of personal fitness training, drawing upon signaling theory. Specifically, the authors investigated (1) the mediating role of perceived competence in the relationship between trainers' muscle mass (highly vs moderately muscular) and customers' service registration intention and (2) the moderating role of customer expertise in this mediating mechanism.Design/methodology/approachThe authors conceptualized trainers' muscle mass, developed its experimental stimuli and validated them through the two pretests (total n = 387). Using the validated stimuli, the authors conducted the two experiments (total n = 802). In both experiments, the authors recruited participants via MTurk using the convenience sampling method and employed a single-factor between-subject design based on random assignment.FindingsFindings supported the authors’ proporsed model. Consumers perceived highly (vs moderately) muscular trainers as more competent, which in turn engendered greater service registration intention. This effect emerged for expert consumers but not for novice consumers.Originality/valueThis study is one of the first attempts to empirically test the influence of trainers' muscle mass on consumer acquisition in the context of personal fitness training. It also expands the sport marketing literature to the consumer psychology and behavior fields addressing the characteristics of sport-service providers. The findings also provide fitness organizations with managerial insights into how to effectively leverage trainers' physical appearance as a marketing tool.

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The use of fitness centre apps and its relation to customer satisfaction: a UTAUT2 perspective

Cited by 39 publications

References 65 publications

Determinants of service quality influencing customer satisfaction in fitness centers: A systematic review

Determinants of service quality influencing customer satisfaction in fitness centers: A systematic review

An acceptance model for sports technologies: the effects of sports motivation, sports type and context-aware characteristics

Competence inference from muscle: how and when trainers' muscle mass impacts service purchase of personal fitness training

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