Expectations, satisfaction and loyalty in health and fitness clubs

Vera Pedragosa · Abel Correia

60 citations0/0 files storedInternational Journal of Sport Management and Marketing

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Customer Service Quality and Loyalty Consumer Behavior and Marketing Influence Service and Product Innovation

Abstract

The study of satisfaction has been the focus of much research in the area of marketing, in particular, on the nature of the relationships fostered by satisfaction between the service and the consumer. In the present study, global satisfaction, measured in the long term, is evaluated with respect to three constructs: expectations, facilities and loyalty. Expectations are considered as an innovative construct in their relationship with the consumer satisfaction in the Health and Fitness Clubs (HFC). Facilities are measured in the short term in order to evaluate the satisfaction by attributes, that is, all of the aspects encountered in using the various services provided by the HFCs. Loyalty is analysed by means of repeat purchases, recommendations to third parties and the frequency of use. The sample from a questionnaire comprises 463 respondents who are clients of two HFCs in the Greater Lisbon suburb of Oeiras, Portugal. The results suggest that satisfaction is an intermediate variable that is positively related to various other constructs and of crucial importance in determining the loyalty in HFCs.

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References

1985A Conceptual Model of Service Quality and Its Implications for Future Research 2000Structural equation modeling with AMOS: basic concepts, applications, and programming 1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents 1994Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research 1994SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality 1996Services Marketing: Integrating Customer Focus Across the Firm 1994An assessment of the relationship between service quality and customer satisfaction in the formation of consumers' purchase intentions

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