The relationship among service experience, perceived value and behavioural intentions of customers in a group fitness class

  1. Baena-Arroyo, Manuel Jesús 1
  2. Gálvez-Ruiz, Pablo 2
  3. Sánchez-Oliver, Antonio Jesús 1
  4. Bernal-García, Ainara 3
  1. 1 Universidad de Sevilla
    info

    Universidad de Sevilla

    Sevilla, España

    ROR https://ror.org/03yxnpp24

  2. 2 Universidad Internacional de La Rioja
    info

    Universidad Internacional de La Rioja

    Logroño, España

    ROR https://ror.org/029gnnp81

  3. 3 Centro Universitario San Isidoro
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Revista:
Revista de psicología del deporte

ISSN: 1132-239X,  1988-5636

Año de publicación: 2016

Título del ejemplar: Economía, gestión y márketing en organizaciones deportivas

Volumen: 25

Número: 1

Páginas: 89-92

Tipo: Artículo

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Otras publicaciones en: Revista de psicología del deporte

Resumen

Understanding the importance of the customer perception during the experience in the fitness centre is fundamental to comprehend behavioural intentions for fitness centre managers. This study attempts to understand how important and necessary is consumer’s assessment of service experience, perceived value, and behavioural intention, and the relationships among theses variables into group fitness class (GFC), and Virtual fitness class (VFC). Data was collected from 1.943 customers. The confirmatory factor analysis indicated an adequate goodness-of-fit-indexes for the model obtained. Structural equation modeling analysis revealed the positive and significant effect of service experience on customers’ perceived value and behavioural intention, but results show that perceived value has poor fit on behavioural intentions. The overall customer’s perception of GFC and VFC can be a focus for fitness centre’s managers aiming to improve fitness service supply related to new technologies in the fitness industry to increase intentions to repurchase.

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Información de financiación

Esta investigación fue financiada por el grupo de investigación “Gestión e innovación en Servicios Deportivos, Ocio, Recreación y Acción Social (SEJ-525)” (Junta de Andalucía. Consejería de Innovación, Ciencia y Empresa).

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