Expectations, satisfaction and loyalty in health and fitness clubs
Autor(a) principal: | |
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Data de Publicação: | 2009 |
Outros Autores: | |
Tipo de documento: | Artigo |
Idioma: | eng |
Título da fonte: | Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
Texto Completo: | http://hdl.handle.net/11144/2597 |
Resumo: | 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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Expectations, satisfaction and loyalty in health and fitness clubscustomer expectationscustomer satisfactionloyaltyhealth and fitness clubsHFCsport marketingfacilitiesPortugalsport managementThe 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.Inderscience Enterprises Ltd.2016-05-03T11:38:32Z2009-01-01T00:00:00Z2009info:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/articleapplication/pdfhttp://hdl.handle.net/11144/2597eng1475-89621740-280810.1504/IJSMM.2009.023371Pedragosa, VeraCorreia, Abelinfo: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:RCAAP2024-01-11T02:26:19Zoai:repositorio.ual.pt:11144/2597Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-20T01:35:19.662196Repositório 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 |
Expectations, satisfaction and loyalty in health and fitness clubs |
title |
Expectations, satisfaction and loyalty in health and fitness clubs |
spellingShingle |
Expectations, satisfaction and loyalty in health and fitness clubs Pedragosa, Vera customer expectations customer satisfaction loyalty health and fitness clubs HFC sport marketing facilities Portugal sport management |
title_short |
Expectations, satisfaction and loyalty in health and fitness clubs |
title_full |
Expectations, satisfaction and loyalty in health and fitness clubs |
title_fullStr |
Expectations, satisfaction and loyalty in health and fitness clubs |
title_full_unstemmed |
Expectations, satisfaction and loyalty in health and fitness clubs |
title_sort |
Expectations, satisfaction and loyalty in health and fitness clubs |
author |
Pedragosa, Vera |
author_facet |
Pedragosa, Vera Correia, Abel |
author_role |
author |
author2 |
Correia, Abel |
author2_role |
author |
dc.contributor.author.fl_str_mv |
Pedragosa, Vera Correia, Abel |
dc.subject.por.fl_str_mv |
customer expectations customer satisfaction loyalty health and fitness clubs HFC sport marketing facilities Portugal sport management |
topic |
customer expectations customer satisfaction loyalty health and fitness clubs HFC sport marketing facilities Portugal sport management |
description |
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. |
publishDate |
2009 |
dc.date.none.fl_str_mv |
2009-01-01T00:00:00Z 2009 2016-05-03T11:38:32Z |
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 |
http://hdl.handle.net/11144/2597 |
url |
http://hdl.handle.net/11144/2597 |
dc.language.iso.fl_str_mv |
eng |
language |
eng |
dc.relation.none.fl_str_mv |
1475-8962 1740-2808 10.1504/IJSMM.2009.023371 |
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 |
Inderscience Enterprises Ltd. |
publisher.none.fl_str_mv |
Inderscience Enterprises Ltd. |
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 |
instname_str |
Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação |
instacron_str |
RCAAP |
institution |
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 |
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1799136829462544384 |