Analyzing Consumer Loyalty through Service Experience and Service Convenience: Differences between Instructor Fitness Classes and Virtual Fitness Classes

The eruption of technology has revolutionized the sports sector, incorporating new elements and new forms, and has therefore targeted sports activities. The inclusion of virtual fitness classes is leading to an increase in the offers available to consumers, expanding the hours that consumers can exe...

Full description

Saved in:
Bibliographic Details
Published in:Sustainability 2020-02, Vol.12 (3), p.828
Main Authors: Baena-Arroyo, Manuel Jesús, García-Fernández, Jerónimo, Gálvez-Ruiz, Pablo, Grimaldi-Puyana, Moisés
Format: Article
Language:English
Subjects:
Behavior
Brand loyalty
Cardiovascular disease
Computer & video games
Consumers
Customer satisfaction
Customer services
Exercise
Hotels & motels
Hypotheses
Physical fitness
Sports
Sports facilities
Teachers
Virtual reality
Citations: Items that this one cites
Items that cite this one
Online Access:Get full text
Tags: Add Tag
No Tags, Be the first to tag this record!
Description
Summary:The eruption of technology has revolutionized the sports sector, incorporating new elements and new forms, and has therefore targeted sports activities. The inclusion of virtual fitness classes is leading to an increase in the offers available to consumers, expanding the hours that consumers can exercise and leading to a greater variability of customer services. The present study intends to go deeper into the knowledge of the fitness center sector in the Spanish context by evaluating the poorly analyzed area of directed activities, either with a teacher or in a virtual mode, and how these are perceived by the users of the centers. The sample consisted of a total of 1943 users, 1143 of whom were customers who conducted fitness activities directed by instructors, and 800 questionnaires were completed by customers who conducted virtual fitness activities in fitness centers classified as low-cost, medium, and boutique business models. The relationships between service experience, service convenience, satisfaction, and future intentions were analyzed. The results show positive relationships in all the variables studied in the instructor fitness classes. However, they are not significant in some variables studied involving virtual fitness classes.
ISSN:2071-1050
2071-1050
DOI:10.3390/su12030828