How Does Service Environment Enhance Consumer Loyalty in the Sport Fitness Industry? The Role of Servicescape, Cosumption Motivation, Emotional and Flow Experiences (original) (raw)
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Movement, Health & Exercise
This research examined how customers’ perceptions of service quality influence the degree of their involvement and psychological connection to a sport activity at a fitness center by applying the Psychological Continuum Model (PCM). Research instruments consisted of the PCM and SERVQUAL and administered to customers at a fitness centre in Malaysia (n = 248). In terms of sport involvement, the results showed most subjects are in the level of attachment. Results showed all dimensions of service quality have negative mean scores which mean customers are dissatisfied will all aspects of service quality at the fitness centre. A one-way ANOVA showed differences in satisfaction with service quality based on the PCM level of involvement for tangible, reliability, responsiveness and empathy dimensions of service quality. Customers at the higher level of involvement (allegiance) reported less dissatisfaction with the tangible, responsiveness, empathy and reliability dimensions of service qua...
Enhancing Service Loyalty: The Roles of Delight, Satisfaction, and Service Quality
Focusing on sporting events as an important segment within the tourism and travel industry, this study establishes that the service quality–delight–loyalty system complements a service quality–satisfaction–loyalty one. The findings highlight that prior consumption experience with a service coincides with lowered service evaluations while it amplifies the impact of customer delight on customer loyalty. In turn, this study provides practical insights into service quality dimensions for managing customer loyalty.
The role of emotions on consumers’ satisfaction within the fitness context
Motriz, 2015
Previous studies have suggested that consumption-related emotions are important to understand post-purchase reactions. This study examines the relationship between fitness consumers' emotions and overall satisfaction. After an initial step of free-thought listing and content validity, followed by a pre-test, a survey was conducted among consumers of five different fitness centers (n=786). The questionnaire included measures to assess positive and negative emotions, as well as overall satisfaction with the fitness center. The results gathered through a structural equation model provide evidence that negative emotion experienced by consumers impacts negatively overall satisfaction, while positive emotion have a positive effect on overall satisfaction. These findings suggest managerial implications, such as the need to collect consumers' perceptions of both tangible and intangible aspects of the services, listen costumers' opinions in a regular basis, and provide regular training to staff members, in order to identify the triggers of positive emotions and contribute to increased levels of overall satisfaction. Guidelines for future research within the fitness context are also suggested.
Creating a Loyal Clientele: The Role of Service Environment in Health and Fitness Facilities
Management Dynamics, 2024
India's fitness service market in the year 2020 was worth US $ 2.6 billion while the fitness product market was worth US $ 3.7 billion and was anticipated to increase by 8.9% CAGR by 2026. Many people now actively participate in sports and attend fitness facilities due to the increased attention being paid to personal health. The factors affecting customer demand for fitness centres have not received much attention. To do so is the purpose of this paper. This study utilized the quantitative survey method of quantitative design to collect responses from fitness centre customers. Online and offline survey questionnaires were used to collect data from respondents who had fitness centre membership in various Indian cities. 267 responses were collected from the exiting members of 9 fitness centre chains located in three Tier I and five Tier II cities in India. The questionnaire items measured the fitness centre environment, competency of fitness professionals, customer satisfaction, and customer loyalty, and were adopted from the scales used in prior studies with minor modifications. Our results indicate that both the fitness centre professionals and the fitness centre environment significantly influence customer satisfaction and customer loyalty. Our findings will help fitness providers attract and maintain customers by providing a value-added environment and employing competent fitness professionals.
International Journal of Economic Research and Financial Accounting (IJERFA)
The purpose of this study is to carry out an influence analysis variable Servicescape (X1), Lifestyle (X2), satisfaction (Y1), and consumer loyalty (Y2).as the dependent variable, simultaneously or partially in the contexts of business in the culinary field. In this study, the data was developed using a Likert scale. The respondent population of 100 people. The number of respondents was taken from 30 people for validation and reliability tests. This study uses quantitative methods using path analysis. SPSS 20 is used for data analysis with two substructures in measurement. Substructure 1 The Effect of Servicescape and Lifestyle on Consumer Satisfaction. Substructure 2, The Influence of Servicescape, Lifestyle, and Consumer Satisfaction on Loyalty. The results of this research state that Servicescape has a significant effect on customer satisfaction, Lifestyle does not affect customer satisfaction, Servicescape has no significant effect on customer satisfaction, Lifestyle has no sign...
Effect of Service Quality and Rates on Satisfaction and Loyalty of Customer Behavior at Fitness
International Journal of Human Movement and Sports Sciences, 2019
Purpose: Regular quality of service and tariffs are generally recommended to be important factors for maintaining customers. The purpose of this study was to determine the effect of service quality on service satisfaction and fitness customer behavior, to determine the effect of tariff on fitness customer behavior loyalty, to determine the effect of satisfaction on customer behavior loyalty at fitness. Design/methodology/approach: Type This study was a descriptive research with mixed methods (qualitative and quantitative). The subjects of this research were 85 Customers from two groups: UNY Family and outside the UNY taken by random sampling. Data analysis techniques using correlation and linear regression among indicators-variables, and between variables themselves with Software SPSS.21 and PLS-SEM. Findings: The results showed that there was a significant effect of service quality on satisfaction, the effect of service quality on behavior loyalty was largely indirect. The ticket prices have a negative effect on satisfaction and behavioral loyalty. Research limitations/implications: Although this study lacks generalizability, thus, service quality and tariffs are strong management instruments to help sports management. Practical implications-Thus, service quality and tariffs are strong management instruments to help sports management to decide the allocation of resources to increase customer satisfaction and loyalty. Originality/value: This study is the first to apply to explain career to the current situation in that fitness.
2021
The aims of this research were to determine the effect of the environment on consumer satisfaction and consumer loyalty, to determine the effect of customer satisfaction on loyalty, and to determine the role of consumer satisfaction in mediating the influence of the service environment on consumer loyalty. This research was conducted on restaurants consumers in Purwokerto. The sample size was 150 respondents. Data analysis techniques were carried out by path analysis in Structural Equation Modeling (SEM) with AMOS software version 22. Mediation analysis between research variables was carried out by sobel t test with the help of online Sobel calc. The service environment was measured by environmental indicators, interior and exterior design and social dimensions of each with two questionnaire items. Variable customer satisfaction was measured by indicators of overall satisfaction with the company that the company always meets consumer expectations, interesting experiences and never f...
The purpose of this study is to investigate sport center members' perceived service quality levels with a view to Kano customer expectations and requirements model. To that end, a descriptive approach and a correlational research design featuring survey method is adopted. Research group consists of 680 (300 women, 380 men) sport center members who are chosed through multistage sampling (Cluster). " Sport Fitness Centers Perceived Service Quality Scale and Expectation Scale are used as data collection tools. Independent samples t-test, Pearson Correlation analysis and Multiple Linear Regression tests are used to analyzed the data. In the light of the findings, it is seen that all the subdimensions have medium or high level positive significant relationships with the expectation when the subdimensions of the expectation scale and the SFC-PSQS are compared. According to the results of the Independent Samples T-test, the expectation levels of the customers stating that the programme fee is expensive are significantly lower. In conclusion, as the customers' perception of service quality in the sport center increases, their expectation levels also generally increase significantly. The customers expect that the quality of service they receive to be high and to meet their expectations exceedingly. However, it is also predicted that physical and psychosocial factors affecting the expectation can also affect the perception of service quality at a significant level. Since the service quality and meeting the expectations of the customers is an important indicator to maintain the businesses' existence, studying with multiple factors attempting to understand the nature of service quality and the customer expectations should be conducted.
Sport Management Review
The fitness sector is a growing industry worldwide. Its continued implementation of business models makes it an attractive market to study. Precisely, the low-cost model has become popular in countries such as Spain for which the study of variables that could influence one of the biggest problems in this industry, customer loyalty is of interest to investigators. Therefore, this work has as its objective to analyze possible differences between service convenience, perceived value, and satisfaction with the characteristics of clients of low-cost fitness center, and to determine if there is a relationship with client loyalty. The sample consisted of 763 clients (381 women and 382 men). A questionnaire to measures the service convenience, perceived value, satisfaction, and future behavior intentions or loyalty was adopted. Scales from similar studies were implemented these being valid and reliable instruments. The study offers a descriptives results, exploratory and confirmatory factor analysis, t-Student, ANOVA, and multiple linear regression. Results demonstrate significant differences with service convenience for gender, age, and length of time it takes to commute to the fitness center. Furthermore, there was a positive relationship among all variables, with loyalty resulting as the strongest relationship followed by satisfaction then service convenience. The findings of this study brings an understanding regarding the reality of the low-cost fitness center consumer which could possibly be extrapolated to other countries with an emerging fitness industry.