Publicação
Member's retention in fitness: contribution of the quality of services, expectations, satisfaction in life and in the club
| Resumo: | Members retention is essential for financial viability of fitness organizations. Thus, these organizations focus on service quality to keep their members satisfied (Lee, Kim, Ko, & Sagas, 2011) and to maintain or exceed their expectations (Robinson, 2006; Pedragosa, & Correia, 2009). Therefore, gyms and health clubs expect that satisfied members repurchase and spend extra money in their fitness services (Ferrand, Robinson, & Valette, 2010) increasing organization profitability. In this study, it was intended to understand the contribution to the members’ retention intention in fitness organizations regarding: service quality; expectations; satisfaction in life; and satisfaction in the club. |
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| Autores principais: | Gonçalves, Celina |
| Outros Autores: | Sousa, Marisa; Paipe, Gustavo; Carvalho, Maria José |
| Assunto: | Service quality attributes Satisfaction Member's retention Fitness organizations Expectations |
| Ano: | 2017 |
| País: | Portugal |
| Tipo de documento: | documento de conferência |
| Tipo de acesso: | acesso aberto |
| Instituição associada: | Instituto Politécnico de Bragança |
| Idioma: | inglês |
| Origem: | Biblioteca Digital do IPB |
| Resumo: | Members retention is essential for financial viability of fitness organizations. Thus, these organizations focus on service quality to keep their members satisfied (Lee, Kim, Ko, & Sagas, 2011) and to maintain or exceed their expectations (Robinson, 2006; Pedragosa, & Correia, 2009). Therefore, gyms and health clubs expect that satisfied members repurchase and spend extra money in their fitness services (Ferrand, Robinson, & Valette, 2010) increasing organization profitability. In this study, it was intended to understand the contribution to the members’ retention intention in fitness organizations regarding: service quality; expectations; satisfaction in life; and satisfaction in the club. |
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