Fostering customer loyalty in kitesurfing: the case of a Nautical Sports Centre in Portugal
Autor(a) principal: | |
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Data de Publicação: | 2023 |
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/20.500.11960/3648 |
Resumo: | In this study, the relationship between service quality, customer satisfaction, and behavioural intention is investigated within a specialised nautical sports centre that offers kitesurfing in Portugal. Using a path analysis model, this study aims to evaluate the effect of the dimensions of service quality on satisfaction and behavioural intention, as well as the effect of satisfaction on the customer’s behavioural intention. According to the results, customer satisfaction is influenced directly by service quality dimensions such as responsiveness, assurance, empathy, and tangibility. This, in turn, positively impacts their behavioural intention to make future purchases. The responsiveness dimension directly affects behavioural intention, while empathy contributes to it indirectly through customer satisfaction. This study addresses a gap in current water sports research by examining the antecedents of customers’ behavioural intention, for the first time, to a nautical sports centre, deriving important managerial implications. Thus, to increase customer satisfaction and increase the likelihood of repeating their experience, it is advised that the sports centre implement clear work procedures, offer training to staff on responsiveness and empathy, and regularly gather feedback from customers to facilitate continuous improvement of their service design. |
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Fostering customer loyalty in kitesurfing: the case of a Nautical Sports Centre in PortugalService qualityCustomer satisfactionBehavioural intentionNautical sportsKitesurfingIn this study, the relationship between service quality, customer satisfaction, and behavioural intention is investigated within a specialised nautical sports centre that offers kitesurfing in Portugal. Using a path analysis model, this study aims to evaluate the effect of the dimensions of service quality on satisfaction and behavioural intention, as well as the effect of satisfaction on the customer’s behavioural intention. According to the results, customer satisfaction is influenced directly by service quality dimensions such as responsiveness, assurance, empathy, and tangibility. This, in turn, positively impacts their behavioural intention to make future purchases. The responsiveness dimension directly affects behavioural intention, while empathy contributes to it indirectly through customer satisfaction. This study addresses a gap in current water sports research by examining the antecedents of customers’ behavioural intention, for the first time, to a nautical sports centre, deriving important managerial implications. Thus, to increase customer satisfaction and increase the likelihood of repeating their experience, it is advised that the sports centre implement clear work procedures, offer training to staff on responsiveness and empathy, and regularly gather feedback from customers to facilitate continuous improvement of their service design.2023-11-09T13:31:25Z2023-11-07T00:00:00Z2023-11-072023-11-09T11:56:34Zinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/articleapplication/pdfhttp://hdl.handle.net/20.500.11960/3648eng2071-105010.3390/su152215767Soares, SílviaCarvalho, PedroMourão, Maria Filipainfo: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:RCAAP2023-11-16T07:46:32Zoai:repositorio.ipvc.pt:20.500.11960/3648Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-19T22:42:40.158552Repositório 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 |
Fostering customer loyalty in kitesurfing: the case of a Nautical Sports Centre in Portugal |
title |
Fostering customer loyalty in kitesurfing: the case of a Nautical Sports Centre in Portugal |
spellingShingle |
Fostering customer loyalty in kitesurfing: the case of a Nautical Sports Centre in Portugal Soares, Sílvia Service quality Customer satisfaction Behavioural intention Nautical sports Kitesurfing |
title_short |
Fostering customer loyalty in kitesurfing: the case of a Nautical Sports Centre in Portugal |
title_full |
Fostering customer loyalty in kitesurfing: the case of a Nautical Sports Centre in Portugal |
title_fullStr |
Fostering customer loyalty in kitesurfing: the case of a Nautical Sports Centre in Portugal |
title_full_unstemmed |
Fostering customer loyalty in kitesurfing: the case of a Nautical Sports Centre in Portugal |
title_sort |
Fostering customer loyalty in kitesurfing: the case of a Nautical Sports Centre in Portugal |
author |
Soares, Sílvia |
author_facet |
Soares, Sílvia Carvalho, Pedro Mourão, Maria Filipa |
author_role |
author |
author2 |
Carvalho, Pedro Mourão, Maria Filipa |
author2_role |
author author |
dc.contributor.author.fl_str_mv |
Soares, Sílvia Carvalho, Pedro Mourão, Maria Filipa |
dc.subject.por.fl_str_mv |
Service quality Customer satisfaction Behavioural intention Nautical sports Kitesurfing |
topic |
Service quality Customer satisfaction Behavioural intention Nautical sports Kitesurfing |
description |
In this study, the relationship between service quality, customer satisfaction, and behavioural intention is investigated within a specialised nautical sports centre that offers kitesurfing in Portugal. Using a path analysis model, this study aims to evaluate the effect of the dimensions of service quality on satisfaction and behavioural intention, as well as the effect of satisfaction on the customer’s behavioural intention. According to the results, customer satisfaction is influenced directly by service quality dimensions such as responsiveness, assurance, empathy, and tangibility. This, in turn, positively impacts their behavioural intention to make future purchases. The responsiveness dimension directly affects behavioural intention, while empathy contributes to it indirectly through customer satisfaction. This study addresses a gap in current water sports research by examining the antecedents of customers’ behavioural intention, for the first time, to a nautical sports centre, deriving important managerial implications. Thus, to increase customer satisfaction and increase the likelihood of repeating their experience, it is advised that the sports centre implement clear work procedures, offer training to staff on responsiveness and empathy, and regularly gather feedback from customers to facilitate continuous improvement of their service design. |
publishDate |
2023 |
dc.date.none.fl_str_mv |
2023-11-09T13:31:25Z 2023-11-07T00:00:00Z 2023-11-07 2023-11-09T11:56:34Z |
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/20.500.11960/3648 |
url |
http://hdl.handle.net/20.500.11960/3648 |
dc.language.iso.fl_str_mv |
eng |
language |
eng |
dc.relation.none.fl_str_mv |
2071-1050 10.3390/su152215767 |
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.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 |
instacron_str |
RCAAP |
institution |
RCAAP |
reponame_str |
Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
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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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