Araştırma Makalesi
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Relationships Between Service Quality, Customer Loyalty and Customer Repurchase Intention: The Example of Health and Fitness Clubs

Yıl 2024, Cilt: 15 Sayı: 2, 253 - 276, 28.08.2024

Ali Çağrı Gücal , Bülent Gürbüz

https://doi.org/10.54141/psbd.1409794

Öz

This study was conducted with the aim of testing the relationships between service quality perceptions, customer loyalty levels, and customer repurchase intentions of customers in health and fitness clubs. The sample group for the study comprised 476 individuals (233 female, 243 male) exercising in health and fitness clubs. Participants answered the Turkish version of the “Service Quality Assessment Scale (T-SQAS)”, the Turkish version of the “Loyalty Scale in Sport Services (T-LSSS)” and the Turkish version of the “Repurchase Intention Scale (T-RIS).” For the analysis, t-test, MANOVA, ANOVA, and Pearson correlation statistical methods were used. The most substantial gap between participant expectations and perception scores concerning service quality was observed in the “program” subscale, while conversely, the “locker room” subscale had the smallest difference. The means subscale scores for the “(T-LSSS)” of female participants were identified as being higher than those of male participants. There was a positive relationship between service quality, customer loyalty, and repurchase intention. Finally, it was evident that members were dissatisfied with the services offered, indicating an inconsistency between their expectations and the actual service delivery. Managers of health and fitness clubs should make the necessary effort to increase the service quality of their clubs to the highest level. Positive effects of service quality on the formation of repurchase intention, the first stage of creating loyal customers, will increase the competitive power of health and fitness clubs in the market.

Anahtar Kelimeler

Customer loyalty Health and fitness clubs Repurchase intention Service quality

Kaynakça

  • Aizat, M. I., Zain, N. A. M., Hanafiah, M. H., Asyraff, M. A., & Ismail, H. (2023). Recreational cycling attributes, perceived value, and satisfaction. Journal of Quality Assurance in Hospitality & Tourism, 1-24. https://doi.org/10.1080/1528008X.2023.2243384
  • Alexandris, K., Dimitriadis, N., & Kasiara, A. (2001). The behavioural consequences of perceived service quality: An exploratory study in the context of private fitness clubs in Greece. European Sport Management Quarterly, 1(4), 280-299. https://doi.org/10.1080/16184740108721903
  • Alexandris, K., Douka, S., & Balaska, P. (2012). Involvement with active leisure participation: Does service quality have a role? Managing Leisure, 17(1), 54-66. https://doi.org/10.1080/13606719.2011.638203
  • Armbrecht, J. (2021). Event quality, perceived value, satisfaction and behavioural intentions in an event context. Scandinavian Journal of Hospitality and Tourism, 21(2), 169-191. https://doi.org/10.1080/15022250.2021.1877191
  • Avourdiadou, S., & Theodorakis, N. D. (2014). The development of loyalty among novice and experienced customers of sport and fitness centres. Sport Management Review, 17(4), 419-431. https://doi.org/10.1016/j.smr.2014.02.001
  • Baek, W. Y., Kim, K. A., Kim, D. H., & Byon, K. K. (2020). The impacts of the perceived golf course brand globalnesss on customer loyalty through multidimensional perceived values. Sustainability, 12(3), 978-990. https://doi.org/10.3390/su12030978
  • Barshan, G., Elahi, A., & Aghaei, N. (2017). Impact of service quality on satisfaction, loyalty and intention to revisit of sport customers: The case study of swimming pools in Alborz Province. International Review of Management and Marketing, 7(2), 334-339.
  • Bodet, G. (2012). Loyalty in sport participation services: An examination of the mediating role of psychological commitment. Journal of Sport Management, 26(1), 30-42. https://doi.org/10.1123/jsm.26.1.30
  • Byon, K. K., Zhang, J. J., & Baker, T. A. (2013). Impact of core and peripheral service quality on consumption behavior of professional team sport spectators as mediated by perceived value. European Sport Management Quarterly, 13(2), 232-263. https://doi.org/10.1080/16184742.2013.767278
  • Byrne, B. M. (2010). Structural equation modeling with AMOS: Basic concepts, applications and programming. New York, NY: Routledge.
  • Chiu, W., Won, D., & Bae, J. (2019). Customer value co-creation behaviour in fitness centres: How does it influence customers’ value, satisfaction and repatronage intention? Managing Sport and Leisure, 24(1-3), 32-44. https://doi.org/10.1080/23750472.2019.1579666
  • Creswell, J. W. (2017). Araştırma deseni nitel, nicel ve karma yöntem yaklaşımları. (S.B. Demir Çev.). Ankara: Eğiten Kitap.
  • Çimen, Z., Sarol, H., Gürbüz, B., & Öncü, E. (2016). A scale for measuring loyalty in sport services: A reliability and validity study. Niğde University Journal of Physical Education and Sport Sciences, 10(3), 395-404.
  • Ferrand, A., Robinson, L., & Valette-Florence, P. (2010). The intention to repurchase paradox: A case of the health and fitness industry. Journal of Sport Management, 24(1), 83-105. https://doi.org/10.1123/jsm.24.1.83
  • Forde, S. D., Lee, D. S., Mills, C., & Frisby, W. (2014). Moving towards social inclusion: Manager and staff perspectives on an award winning community sport and recreation program for immigrants. Sport Management Review, 18(1), 126-138. https://doi.org/10.1016/j.smr.2014.02.002
  • Grönroos, C. (2004). The relationship marketing process: Communication, interaction, dialogue, value. Journal of Business and Industrial Marketing, 19(2), 99-113. https://doi.org/10.1108/08858620410523981
  • Gürbüz, B., & Gücal, A. Ç. (2020). The relationship between perceived service quality and customer loyalty: A sample of health and fitness clubs. The Journal of Phsical Education and Sport Sciences, 18(3), 180-191. https://doi.org/10.33689/spormetre.742043
  • Gürbüz, B., & Henderson, K. A. (2014). Leisure activity preferences and constraints: Perspectives from Turkey. World Leisure Journal, 56(4), 300-316. https://doi.org/10.1080/16078055.2014.958195
  • Gürbüz, B., Koçak, S., & Lam, E. T. C. (2005). The reliability and validity of the Turkish version of the service quality assessment scale. Education and Science, 30(138), 70-77.
  • Gürbüz, B., Lam, E. T. C., & Koçak, S. (2012). Service quality of health-fitness clubs in Turkey: A revisit. International Journal of Sport Management, 13(1), 1-22.
  • Haw, S., Potrac, P., Wharton, K., & Findlay-King, L. (2023). The emergence of organisations conducting community asset transfers of leisure facilities. Managing Sport and Leisure, 1-16. https://doi.org/10.1080/23750472.2023.2180082
  • Jasinskas, E., Reklaitiene, D., & Svagzdiene, B. (2013). Evaluation of service quality in fitness centres. Transformations in Business & Economics, 12(1), 108-124.
  • Jeaheng, Y., Al-Ansi, A., & Han, H. (2020). Impacts of Halal-friendly services, facilities and food and beverages on Muslim travelers’ perceptions of service quality attributes, perceived price, satisfaction, trust and loyalty. Journal of Hospitality Marketing & Management, 29(7), 787-811. https://doi.org/10.1080/19368623.2020.1715317
  • Jones, G. J., Carlton, T., Hyun, M., Kanters, M., & Bocarro, J. (2020). Assessing the contribution of informal sport to leisure-time physical activity: A new perspective on social innovation. Managing Sport and Leisure, 25(3), 161-174. https://doi.org/10.1080/23750472.2019.1620627
  • Lam, E. T. C., Zhang, J. J., & Jensen, B. E. (2005). Service quality assessment scale (SQAS): An instrument for evaluating service quality of health-fitness clubs. Measurement in Physical Education and Exercise Science, 9(2), 79-111. https://doi.org/10.1207/s15327841mpee0902_2
  • Leutwiler-Lee, M. J., Kim, S., Badu-Baiden, F., & King, B. (2023). Dimensionality in the service quality perceptions of quarantine hotel guests. Tourism Management Perspectives, 47, 1011-1024. https//doi.org//10.1016/J.tmp.2023.101124
  • Li, Y., Kim, A., Liu, O. X., Mastromartino, B., Wang, Y., & Zhang, J. J. (2020). Impact of perceived value on behavior intention of parent-child runners in a marathon event. Sport in Society, 1-19. https://doi.org/10.1080/17430437.2020.1804143
  • Lianopoulous, Y., Theodorakis, N. D., Alexandris, K., & Papanikolaou, M. (2021). Testing the relationships among event personality, event image and runners’ loyalty: A study of an international running event. Sport, Business and Management An International Journal, 1-19. https://doi.org/10.1108/SBM-12-2020-0135
  • Ma, S. C., & Kaplanidou, K. (2018). Effects of event service quality on the quality of life and behavioral intentions of recreational runners. Leisure Sciences, 2-21. https://doi.org/10.1080/01490400.2018.1448028
  • Marandi, E., & Harris, J. (2010). The impact of perceived service provider empathy on customer loyalty: Some observations from the health and fitness sector. Managing Leisure, 15(3), 214-227. https://doi.org/10.1080/13606719.2010.483832
  • Matic, R. M., Karagiorgos, T., Maksimovic, N., Alexandris, K., Bujkovic, R., & Drid, P. (2020). Testing the influence of destination image and event quality on athletes’ intentions to re-visit the city: A case study of the 2017 World youth and Juniors’ sambo championships in Novi Sad, Serbia. Managing Sport and Leisure, 25(5), 390-401. https://doi.org/10.1080/23750472.2020.1724187
  • Obeidat, B. Y., Sweis, R. J., Zyod, D. S., & Alshurideh, M. (2012). The effect of perceived service quality on customer loyalty in internet service providers in Jordan. Journal of Management Research, 4(4), 133-151. https://doi.org/10.5296/jmr.v4i4.2130
  • Özcan, M. H., & Argan, M. (2014). The relationship between online consumer engagement and loyalty and repurchase intention: Facebook case. Journal of Consumer and Consumption Research, 6(1), 51-82.
  • Pappu, R., Quester, P. G., & Cooksey, R. W. (2005). Consumer-based brand equity: Improving the measurement-empirical evidence. The Journal of Product and Brand Management, 14(3), 143-154.
  • Parasuraman, A., Zeithaml, A. V., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41-50. https://doi.org/10.2307/1251430
  • Peitzika, E., Chatzi, S., & Kissa, D. (2020). Service quality expectations in the fitness center context: A validation of the expectations component of the SERVQUAL scale in Greece. Services Marketing Quarterly, 41(2), 89-104. https://doi.org/10.1080/15332969.2020.1742977
  • Phonthanukitithaworn, C., & Sellitto, C. (2018). Perception of service quality at football stadiums: Influence on fans’ intention to attend future games. Managing Sport and Leisure, 23(3), 204-224. https://doi.org/10.1080/23750472.2018.1544850
  • Prentice, C., Lopes, S. D., & Wang, X. (2020). The impact of artificial intelligence and employee service quality on customer satisfaction and loyalty. Journal of Hospitality Marketing & Management, 29(7), 739-756. https://doi.org/10.1080/19368623.2020.1722304
  • Sheehan, D. (2015). Instructor behaviour and youth physical activity in recreation center programs: The role of management on improving outcomes. Journal of Park and Recreation Administration, 33(3), 1-16.
  • Shukla, P. (2009). Impact of contextual factors, brand loyalty and brand switching on purchase decisions. Journal of Consumer Marketing, 26(5), 348-357. https://doi.org/10.1108/07363760910976600
  • Shulman, H. C., & Bullock, O. M. (2019). Using metacognitive cues to amplify message content: A new direction in strategic communication. Annals of the International Communication Association, 43(1), 24-39. https://doi.org/10.1080/23808985.2019.1570472
  • Smith, J., Murray, D., & Howat, G. (2014). How perceptions of physique can influence customer satisfaction in health and fitness centres. Managing Leisure, 19(6), 442-460. https://doi.org/10.1080/13606719.2014.920177
  • Tapps, T., & Wells, S. M. (2019). Introduction to recreation and leisure. Third Edition. Champaign, Illinois: Human Kinetics.
  • Theodorakis, N. D., Kaplanidou, K., Alexandris, K., & Papadimitriou, D. (2019). From sport event quality to quality of life: The role of satisfaction and purchase happiness. Journal of Convention & Event Tourism, 20(3), 241-260. https://doi.org/10.1080/15470148.2019.1637805
  • Tian, J., Xu, C., Kim, K., Nauright, J., Kim, M., Pifer, N. D., & Zhang, J. J. (2021). Examining the relationship among service quality, perceived value and sport consumption at the Wuhan tennis open. Sport in Society, 24(1), 1810-1826. https://doi.org/10.1080/17430437.2021.1901345 Tsitskari, E., Tzetzis, G., & Konsoulas, D. (2017). Perceived service quality and loyalty of fitness centers’ customers: Segmenting members through their exercise motives. Services Marketing Quarterly, 38(4), 253-268. https://doi.org/10.1080/15332969.2017.1366211
  • Um, J., & Yoon, S. (2020). Evaluating the relationship between perceived value regarding tourism gentrification experience, attitude and responsible tourism intention. Journal of Tourism and Cultural Change, 19(7), 1-17. https://doi.org/10.1080/14766825.2019.1707217
  • Vieira, E. R. M., & Ferreira, J. J. (2017). Strategic framework of fitness clubs based on quality dimensions: The blue ocean strategy approach. Total Quality Management & Business Excellence, 29(13-14), 1648-1667. https://doi.org/10.1080/14783363.2017.1290523
  • Wang, F. J., & Chiu, W. (2023). Service encounter and repurchase intention in fitness centers: Perceived value as a mediator and service innovativeness as a moderator. International Journal of Sports Marketing and Sponsorship, 24(1), 145-167. https://doi.org/10.1108/IJSMS-03-2022-0055
  • Ying, H. (2015). Evaluation of service quality of commercial fitness club based on the QUESC model. The Open Cybernetics & Systemics Journal, 9(1), 899-903. https://doi.org/10.2174/1874110X01509010899
  • Yoshida, M (2017). Consumer experience quality: A review and extension of the sport management literature. Sport Management Review, 20(5), 427-442. https://doi.org/10.1016/J.smr.2017.01.002
  • Zopiatis, A., Theocharous, A. L., Constanti, P., & Tjiapouras, L. (2017). Quality, satisfaction and customers’ future intention: The case of hotels’ fitness centers in Cyprus. Journal of Quality Assurance in Hospitality & Tourism, 18(1), 1-24. https://doi.org/10.1080/1528008X.2015.1133366

Yıl 2024, Cilt: 15 Sayı: 2, 253 - 276, 28.08.2024

Ali Çağrı Gücal , Bülent Gürbüz

https://doi.org/10.54141/psbd.1409794

Öz

Kaynakça

  • Aizat, M. I., Zain, N. A. M., Hanafiah, M. H., Asyraff, M. A., & Ismail, H. (2023). Recreational cycling attributes, perceived value, and satisfaction. Journal of Quality Assurance in Hospitality & Tourism, 1-24. https://doi.org/10.1080/1528008X.2023.2243384
  • Alexandris, K., Dimitriadis, N., & Kasiara, A. (2001). The behavioural consequences of perceived service quality: An exploratory study in the context of private fitness clubs in Greece. European Sport Management Quarterly, 1(4), 280-299. https://doi.org/10.1080/16184740108721903
  • Alexandris, K., Douka, S., & Balaska, P. (2012). Involvement with active leisure participation: Does service quality have a role? Managing Leisure, 17(1), 54-66. https://doi.org/10.1080/13606719.2011.638203
  • Armbrecht, J. (2021). Event quality, perceived value, satisfaction and behavioural intentions in an event context. Scandinavian Journal of Hospitality and Tourism, 21(2), 169-191. https://doi.org/10.1080/15022250.2021.1877191
  • Avourdiadou, S., & Theodorakis, N. D. (2014). The development of loyalty among novice and experienced customers of sport and fitness centres. Sport Management Review, 17(4), 419-431. https://doi.org/10.1016/j.smr.2014.02.001
  • Baek, W. Y., Kim, K. A., Kim, D. H., & Byon, K. K. (2020). The impacts of the perceived golf course brand globalnesss on customer loyalty through multidimensional perceived values. Sustainability, 12(3), 978-990. https://doi.org/10.3390/su12030978
  • Barshan, G., Elahi, A., & Aghaei, N. (2017). Impact of service quality on satisfaction, loyalty and intention to revisit of sport customers: The case study of swimming pools in Alborz Province. International Review of Management and Marketing, 7(2), 334-339.
  • Bodet, G. (2012). Loyalty in sport participation services: An examination of the mediating role of psychological commitment. Journal of Sport Management, 26(1), 30-42. https://doi.org/10.1123/jsm.26.1.30
  • Byon, K. K., Zhang, J. J., & Baker, T. A. (2013). Impact of core and peripheral service quality on consumption behavior of professional team sport spectators as mediated by perceived value. European Sport Management Quarterly, 13(2), 232-263. https://doi.org/10.1080/16184742.2013.767278
  • Byrne, B. M. (2010). Structural equation modeling with AMOS: Basic concepts, applications and programming. New York, NY: Routledge.
  • Chiu, W., Won, D., & Bae, J. (2019). Customer value co-creation behaviour in fitness centres: How does it influence customers’ value, satisfaction and repatronage intention? Managing Sport and Leisure, 24(1-3), 32-44. https://doi.org/10.1080/23750472.2019.1579666
  • Creswell, J. W. (2017). Araştırma deseni nitel, nicel ve karma yöntem yaklaşımları. (S.B. Demir Çev.). Ankara: Eğiten Kitap.
  • Çimen, Z., Sarol, H., Gürbüz, B., & Öncü, E. (2016). A scale for measuring loyalty in sport services: A reliability and validity study. Niğde University Journal of Physical Education and Sport Sciences, 10(3), 395-404.
  • Ferrand, A., Robinson, L., & Valette-Florence, P. (2010). The intention to repurchase paradox: A case of the health and fitness industry. Journal of Sport Management, 24(1), 83-105. https://doi.org/10.1123/jsm.24.1.83
  • Forde, S. D., Lee, D. S., Mills, C., & Frisby, W. (2014). Moving towards social inclusion: Manager and staff perspectives on an award winning community sport and recreation program for immigrants. Sport Management Review, 18(1), 126-138. https://doi.org/10.1016/j.smr.2014.02.002
  • Grönroos, C. (2004). The relationship marketing process: Communication, interaction, dialogue, value. Journal of Business and Industrial Marketing, 19(2), 99-113. https://doi.org/10.1108/08858620410523981
  • Gürbüz, B., & Gücal, A. Ç. (2020). The relationship between perceived service quality and customer loyalty: A sample of health and fitness clubs. The Journal of Phsical Education and Sport Sciences, 18(3), 180-191. https://doi.org/10.33689/spormetre.742043
  • Gürbüz, B., & Henderson, K. A. (2014). Leisure activity preferences and constraints: Perspectives from Turkey. World Leisure Journal, 56(4), 300-316. https://doi.org/10.1080/16078055.2014.958195
  • Gürbüz, B., Koçak, S., & Lam, E. T. C. (2005). The reliability and validity of the Turkish version of the service quality assessment scale. Education and Science, 30(138), 70-77.
  • Gürbüz, B., Lam, E. T. C., & Koçak, S. (2012). Service quality of health-fitness clubs in Turkey: A revisit. International Journal of Sport Management, 13(1), 1-22.
  • Haw, S., Potrac, P., Wharton, K., & Findlay-King, L. (2023). The emergence of organisations conducting community asset transfers of leisure facilities. Managing Sport and Leisure, 1-16. https://doi.org/10.1080/23750472.2023.2180082
  • Jasinskas, E., Reklaitiene, D., & Svagzdiene, B. (2013). Evaluation of service quality in fitness centres. Transformations in Business & Economics, 12(1), 108-124.
  • Jeaheng, Y., Al-Ansi, A., & Han, H. (2020). Impacts of Halal-friendly services, facilities and food and beverages on Muslim travelers’ perceptions of service quality attributes, perceived price, satisfaction, trust and loyalty. Journal of Hospitality Marketing & Management, 29(7), 787-811. https://doi.org/10.1080/19368623.2020.1715317
  • Jones, G. J., Carlton, T., Hyun, M., Kanters, M., & Bocarro, J. (2020). Assessing the contribution of informal sport to leisure-time physical activity: A new perspective on social innovation. Managing Sport and Leisure, 25(3), 161-174. https://doi.org/10.1080/23750472.2019.1620627
  • Lam, E. T. C., Zhang, J. J., & Jensen, B. E. (2005). Service quality assessment scale (SQAS): An instrument for evaluating service quality of health-fitness clubs. Measurement in Physical Education and Exercise Science, 9(2), 79-111. https://doi.org/10.1207/s15327841mpee0902_2
  • Leutwiler-Lee, M. J., Kim, S., Badu-Baiden, F., & King, B. (2023). Dimensionality in the service quality perceptions of quarantine hotel guests. Tourism Management Perspectives, 47, 1011-1024. https//doi.org//10.1016/J.tmp.2023.101124
  • Li, Y., Kim, A., Liu, O. X., Mastromartino, B., Wang, Y., & Zhang, J. J. (2020). Impact of perceived value on behavior intention of parent-child runners in a marathon event. Sport in Society, 1-19. https://doi.org/10.1080/17430437.2020.1804143
  • Lianopoulous, Y., Theodorakis, N. D., Alexandris, K., & Papanikolaou, M. (2021). Testing the relationships among event personality, event image and runners’ loyalty: A study of an international running event. Sport, Business and Management An International Journal, 1-19. https://doi.org/10.1108/SBM-12-2020-0135
  • Ma, S. C., & Kaplanidou, K. (2018). Effects of event service quality on the quality of life and behavioral intentions of recreational runners. Leisure Sciences, 2-21. https://doi.org/10.1080/01490400.2018.1448028
  • Marandi, E., & Harris, J. (2010). The impact of perceived service provider empathy on customer loyalty: Some observations from the health and fitness sector. Managing Leisure, 15(3), 214-227. https://doi.org/10.1080/13606719.2010.483832
  • Matic, R. M., Karagiorgos, T., Maksimovic, N., Alexandris, K., Bujkovic, R., & Drid, P. (2020). Testing the influence of destination image and event quality on athletes’ intentions to re-visit the city: A case study of the 2017 World youth and Juniors’ sambo championships in Novi Sad, Serbia. Managing Sport and Leisure, 25(5), 390-401. https://doi.org/10.1080/23750472.2020.1724187
  • Obeidat, B. Y., Sweis, R. J., Zyod, D. S., & Alshurideh, M. (2012). The effect of perceived service quality on customer loyalty in internet service providers in Jordan. Journal of Management Research, 4(4), 133-151. https://doi.org/10.5296/jmr.v4i4.2130
  • Özcan, M. H., & Argan, M. (2014). The relationship between online consumer engagement and loyalty and repurchase intention: Facebook case. Journal of Consumer and Consumption Research, 6(1), 51-82.
  • Pappu, R., Quester, P. G., & Cooksey, R. W. (2005). Consumer-based brand equity: Improving the measurement-empirical evidence. The Journal of Product and Brand Management, 14(3), 143-154.
  • Parasuraman, A., Zeithaml, A. V., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41-50. https://doi.org/10.2307/1251430
  • Peitzika, E., Chatzi, S., & Kissa, D. (2020). Service quality expectations in the fitness center context: A validation of the expectations component of the SERVQUAL scale in Greece. Services Marketing Quarterly, 41(2), 89-104. https://doi.org/10.1080/15332969.2020.1742977
  • Phonthanukitithaworn, C., & Sellitto, C. (2018). Perception of service quality at football stadiums: Influence on fans’ intention to attend future games. Managing Sport and Leisure, 23(3), 204-224. https://doi.org/10.1080/23750472.2018.1544850
  • Prentice, C., Lopes, S. D., & Wang, X. (2020). The impact of artificial intelligence and employee service quality on customer satisfaction and loyalty. Journal of Hospitality Marketing & Management, 29(7), 739-756. https://doi.org/10.1080/19368623.2020.1722304
  • Sheehan, D. (2015). Instructor behaviour and youth physical activity in recreation center programs: The role of management on improving outcomes. Journal of Park and Recreation Administration, 33(3), 1-16.
  • Shukla, P. (2009). Impact of contextual factors, brand loyalty and brand switching on purchase decisions. Journal of Consumer Marketing, 26(5), 348-357. https://doi.org/10.1108/07363760910976600
  • Shulman, H. C., & Bullock, O. M. (2019). Using metacognitive cues to amplify message content: A new direction in strategic communication. Annals of the International Communication Association, 43(1), 24-39. https://doi.org/10.1080/23808985.2019.1570472
  • Smith, J., Murray, D., & Howat, G. (2014). How perceptions of physique can influence customer satisfaction in health and fitness centres. Managing Leisure, 19(6), 442-460. https://doi.org/10.1080/13606719.2014.920177
  • Tapps, T., & Wells, S. M. (2019). Introduction to recreation and leisure. Third Edition. Champaign, Illinois: Human Kinetics.
  • Theodorakis, N. D., Kaplanidou, K., Alexandris, K., & Papadimitriou, D. (2019). From sport event quality to quality of life: The role of satisfaction and purchase happiness. Journal of Convention & Event Tourism, 20(3), 241-260. https://doi.org/10.1080/15470148.2019.1637805
  • Tian, J., Xu, C., Kim, K., Nauright, J., Kim, M., Pifer, N. D., & Zhang, J. J. (2021). Examining the relationship among service quality, perceived value and sport consumption at the Wuhan tennis open. Sport in Society, 24(1), 1810-1826. https://doi.org/10.1080/17430437.2021.1901345 Tsitskari, E., Tzetzis, G., & Konsoulas, D. (2017). Perceived service quality and loyalty of fitness centers’ customers: Segmenting members through their exercise motives. Services Marketing Quarterly, 38(4), 253-268. https://doi.org/10.1080/15332969.2017.1366211
  • Um, J., & Yoon, S. (2020). Evaluating the relationship between perceived value regarding tourism gentrification experience, attitude and responsible tourism intention. Journal of Tourism and Cultural Change, 19(7), 1-17. https://doi.org/10.1080/14766825.2019.1707217
  • Vieira, E. R. M., & Ferreira, J. J. (2017). Strategic framework of fitness clubs based on quality dimensions: The blue ocean strategy approach. Total Quality Management & Business Excellence, 29(13-14), 1648-1667. https://doi.org/10.1080/14783363.2017.1290523
  • Wang, F. J., & Chiu, W. (2023). Service encounter and repurchase intention in fitness centers: Perceived value as a mediator and service innovativeness as a moderator. International Journal of Sports Marketing and Sponsorship, 24(1), 145-167. https://doi.org/10.1108/IJSMS-03-2022-0055
  • Ying, H. (2015). Evaluation of service quality of commercial fitness club based on the QUESC model. The Open Cybernetics & Systemics Journal, 9(1), 899-903. https://doi.org/10.2174/1874110X01509010899
  • Yoshida, M (2017). Consumer experience quality: A review and extension of the sport management literature. Sport Management Review, 20(5), 427-442. https://doi.org/10.1016/J.smr.2017.01.002
  • Zopiatis, A., Theocharous, A. L., Constanti, P., & Tjiapouras, L. (2017). Quality, satisfaction and customers’ future intention: The case of hotels’ fitness centers in Cyprus. Journal of Quality Assurance in Hospitality & Tourism, 18(1), 1-24. https://doi.org/10.1080/1528008X.2015.1133366
Toplam 51 adet kaynakça vardır.

Ayrıntılar

Birincil Dil İngilizce
Konular Spor ve Rekreasyon
Bölüm Leisure & Sport Management
Yazarlar

Ali Çağrı Gücal 0000-0002-3200-0385

Bülent Gürbüz 0000-0003-2424-2111

Yayımlanma Tarihi 28 Ağustos 2024
Gönderilme Tarihi 25 Aralık 2023
Kabul Tarihi 16 Temmuz 2024
Yayımlandığı Sayı Yıl 2024 Cilt: 15 Sayı: 2

Kaynak Göster

APA Gücal, A. Ç., & Gürbüz, B. (2024). Relationships Between Service Quality, Customer Loyalty and Customer Repurchase Intention: The Example of Health and Fitness Clubs. Pamukkale Journal of Sport Sciences, 15(2), 253-276. https://doi.org/10.54141/psbd.1409794
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