Drivers of customer satisfaction and loyalty in swimming pools
Autor(a) principal: | |
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Data de Publicação: | 2019 |
Outros Autores: | |
Tipo de documento: | Artigo |
Idioma: | eng |
Título da fonte: | Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
Texto Completo: | https://hdl.handle.net/1822/83465 |
Resumo: | Purpose It is widely accepted that doing exercise regularly is essential to promote physical, psychological and social well-being. Yet, often dropout rates tend to be high. The purpose of this paper is to propose a model to understand the potential drivers of satisfaction and loyalty in the sports and fitness context looking in particular at four main dimensions of service quality: infrastructures/physical environment, relationship with instructors/staff, outcomes achieved and customer-to-customer interaction. Design/methodology/approach An extensive literature review was conducted to identify potential drivers of customer satisfaction and loyalty in sports. The proposed model was estimated using data collected from a sample of 384 users of four Portuguese swimming pools facilities by means of a survey questionnaire. Findings The majority of the hypotheses tested found support in the data. In particular, the quality of the interaction with instructors and the results obtained from exercising have a strong impact on satisfaction, which, in turn, is highly correlated with psychological commitment and positive word-of-mouth communication. Research limitations/implications Based on the findings some managerial implications can be derived. Such recommendations can enhance users’ perceptions of service quality and indirectly contribute to a more regular and effective sports practice. Originality/value The importance of enhancing loyalty has been emphasised in sports management literature. Yet, few studies have empirically investigated the simultaneous relationships among service quality dimensions, customer satisfaction and loyalty. This research partially addresses this gap. |
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Drivers of customer satisfaction and loyalty in swimming poolsService qualityLoyaltyCustomer satisfactionCustomer loyaltySports and fitnessSwimming poolsCiências Sociais::Economia e GestãoPurpose It is widely accepted that doing exercise regularly is essential to promote physical, psychological and social well-being. Yet, often dropout rates tend to be high. The purpose of this paper is to propose a model to understand the potential drivers of satisfaction and loyalty in the sports and fitness context looking in particular at four main dimensions of service quality: infrastructures/physical environment, relationship with instructors/staff, outcomes achieved and customer-to-customer interaction. Design/methodology/approach An extensive literature review was conducted to identify potential drivers of customer satisfaction and loyalty in sports. The proposed model was estimated using data collected from a sample of 384 users of four Portuguese swimming pools facilities by means of a survey questionnaire. Findings The majority of the hypotheses tested found support in the data. In particular, the quality of the interaction with instructors and the results obtained from exercising have a strong impact on satisfaction, which, in turn, is highly correlated with psychological commitment and positive word-of-mouth communication. Research limitations/implications Based on the findings some managerial implications can be derived. Such recommendations can enhance users’ perceptions of service quality and indirectly contribute to a more regular and effective sports practice. Originality/value The importance of enhancing loyalty has been emphasised in sports management literature. Yet, few studies have empirically investigated the simultaneous relationships among service quality dimensions, customer satisfaction and loyalty. This research partially addresses this gap.Patrícia Moura e Sá acknowledges support for this research by Fundação para a Ciência e Tecnologia through national funds to the Research Centre in Political Science (UID/CPO/00758/2019), University of Minho.Emerald Group Publishing LimitedUniversidade do MinhoSá, Patrícia Moura eCunha, Patrícia20192019-01-01T00:00:00Zinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/articleapplication/pdfhttps://hdl.handle.net/1822/83465engMoura e Sá, P., & Cunha, P. (2019, May 8). Drivers of customer satisfaction and loyalty in swimming pools. The TQM Journal. Emerald. http://doi.org/10.1108/tqm-09-2018-01271754-273110.1108/TQM-09-2018-0127https://www.emerald.com/insight/content/doi/10.1108/TQM-09-2018-0127/full/htmlinfo:eu-repo/semantics/openAccessreponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãoinstacron:RCAAP2023-07-21T12:25:18Zoai:repositorium.sdum.uminho.pt:1822/83465Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-19T19:19:31.585818Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãofalse |
dc.title.none.fl_str_mv |
Drivers of customer satisfaction and loyalty in swimming pools |
title |
Drivers of customer satisfaction and loyalty in swimming pools |
spellingShingle |
Drivers of customer satisfaction and loyalty in swimming pools Sá, Patrícia Moura e Service quality Loyalty Customer satisfaction Customer loyalty Sports and fitness Swimming pools Ciências Sociais::Economia e Gestão |
title_short |
Drivers of customer satisfaction and loyalty in swimming pools |
title_full |
Drivers of customer satisfaction and loyalty in swimming pools |
title_fullStr |
Drivers of customer satisfaction and loyalty in swimming pools |
title_full_unstemmed |
Drivers of customer satisfaction and loyalty in swimming pools |
title_sort |
Drivers of customer satisfaction and loyalty in swimming pools |
author |
Sá, Patrícia Moura e |
author_facet |
Sá, Patrícia Moura e Cunha, Patrícia |
author_role |
author |
author2 |
Cunha, Patrícia |
author2_role |
author |
dc.contributor.none.fl_str_mv |
Universidade do Minho |
dc.contributor.author.fl_str_mv |
Sá, Patrícia Moura e Cunha, Patrícia |
dc.subject.por.fl_str_mv |
Service quality Loyalty Customer satisfaction Customer loyalty Sports and fitness Swimming pools Ciências Sociais::Economia e Gestão |
topic |
Service quality Loyalty Customer satisfaction Customer loyalty Sports and fitness Swimming pools Ciências Sociais::Economia e Gestão |
description |
Purpose It is widely accepted that doing exercise regularly is essential to promote physical, psychological and social well-being. Yet, often dropout rates tend to be high. The purpose of this paper is to propose a model to understand the potential drivers of satisfaction and loyalty in the sports and fitness context looking in particular at four main dimensions of service quality: infrastructures/physical environment, relationship with instructors/staff, outcomes achieved and customer-to-customer interaction. Design/methodology/approach An extensive literature review was conducted to identify potential drivers of customer satisfaction and loyalty in sports. The proposed model was estimated using data collected from a sample of 384 users of four Portuguese swimming pools facilities by means of a survey questionnaire. Findings The majority of the hypotheses tested found support in the data. In particular, the quality of the interaction with instructors and the results obtained from exercising have a strong impact on satisfaction, which, in turn, is highly correlated with psychological commitment and positive word-of-mouth communication. Research limitations/implications Based on the findings some managerial implications can be derived. Such recommendations can enhance users’ perceptions of service quality and indirectly contribute to a more regular and effective sports practice. Originality/value The importance of enhancing loyalty has been emphasised in sports management literature. Yet, few studies have empirically investigated the simultaneous relationships among service quality dimensions, customer satisfaction and loyalty. This research partially addresses this gap. |
publishDate |
2019 |
dc.date.none.fl_str_mv |
2019 2019-01-01T00:00:00Z |
dc.type.status.fl_str_mv |
info:eu-repo/semantics/publishedVersion |
dc.type.driver.fl_str_mv |
info:eu-repo/semantics/article |
format |
article |
status_str |
publishedVersion |
dc.identifier.uri.fl_str_mv |
https://hdl.handle.net/1822/83465 |
url |
https://hdl.handle.net/1822/83465 |
dc.language.iso.fl_str_mv |
eng |
language |
eng |
dc.relation.none.fl_str_mv |
Moura e Sá, P., & Cunha, P. (2019, May 8). Drivers of customer satisfaction and loyalty in swimming pools. The TQM Journal. Emerald. http://doi.org/10.1108/tqm-09-2018-0127 1754-2731 10.1108/TQM-09-2018-0127 https://www.emerald.com/insight/content/doi/10.1108/TQM-09-2018-0127/full/html |
dc.rights.driver.fl_str_mv |
info:eu-repo/semantics/openAccess |
eu_rights_str_mv |
openAccess |
dc.format.none.fl_str_mv |
application/pdf |
dc.publisher.none.fl_str_mv |
Emerald Group Publishing Limited |
publisher.none.fl_str_mv |
Emerald Group Publishing Limited |
dc.source.none.fl_str_mv |
reponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação instacron:RCAAP |
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Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação |
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RCAAP |
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RCAAP |
reponame_str |
Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
collection |
Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
repository.name.fl_str_mv |
Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação |
repository.mail.fl_str_mv |
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1799132654893793280 |