| Additional title: |
Customer satisfaction and its relation to perceived quality in fitness centres : calidfit scale |
| Date: |
2012 |
| Abstract: |
The growing interest in measuring perceived customer quality in private fitness centres (PFC) makes the aim of this research the construction of a measure to assess PFC perceived customer quality, segmenting it in turn by levels of perception, and testing its influence on customer satisfaction. The sample was made up of 229 users (94 women and 135 men) of a PFC, where we conducted an exploratory and confirmatory factor analysis to test the validity and reliability of the scale, segmentation through two-stage cluster analysis depending on the differences found by analysis of variance, and an analysis of structural equations to relate quality to satisfaction. The results show a valid, reliable scale, where the highest levels of quality were for male students aged 16 to 24 years and retired women aged 55 to 65 years. This confirmed the positive relationship between perceived customer quality and customer satisfaction. Thus, using CALIDFIT (Scale of Quality Perception in Fitness Services) becomes a useful instrument to measure quality and therefore a good predictor of satisfaction. |
| Rights: |
Aquest document està subjecte a una llicència d'ús Creative Commons. Es permet la reproducció total o parcial, la distribució, la comunicació pública de l'obra i la creació d'obres derivades, sempre i quan aquestes es distribueixin sota la mateixa llicència que regula l'obra original i es reconegui l'autoria.  |
| Language: |
Castellà |
| Document: |
Article ; recerca ; Versió publicada |
| Subject: |
Qualitat ;
Satisfacció ;
Indústria del fitness ;
Escala ;
Centre de fitness ;
Quality ;
Satisfaction ;
Fitness industry ;
Scale ;
Fitness centre |
| Published in: |
Revista de psicología del deporte, Vol. 21, Núm. 2 (2012) , p. 309-319, ISSN 1988-5636 |
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