The effect of perceived quality and customer engagement on the loyalty of users of Spanish fitness centres

PurposeThe purpose of this paper is to analyse the influence of perceived quality and customer engagement on perceived value and satisfaction in a model to evaluate loyalty in users of fitness centres.Design/methodology/approachThrough an online questionnaire, the study uses a large sample of 6,584...

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Bibliographic Details
Published in:Academia (Consejo Latinoamericano de Escuelas de Administración) 2023-11, Vol.36 (4), p.445-462
Main Authors: Gálvez-Ruiz, Pablo, Calabuig, Ferran, Grimaldi-Puyana, Moisés, González-Serrano, María Huertas, García-Fernández, Jerónimo
Format: Article
Language:English
Subjects:
Academic Language
Behavior
Brand loyalty
Consumers
Corporate image
Customer satisfaction
Customer services
Definitions
Health clubs
Influence
Intention
Literature Reviews
Loyalty
Management Systems
Measurement
Quality of service
Sports
Sports facilities
Value
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Summary:PurposeThe purpose of this paper is to analyse the influence of perceived quality and customer engagement on perceived value and satisfaction in a model to evaluate loyalty in users of fitness centres.Design/methodology/approachThrough an online questionnaire, the study uses a large sample of 6,584 users from 44 low-cost fitness centres from different cities in Spain. After validating the measurement model, the hypotheses were tested through structural equation (SEM) modelling technique, noting the existence of significant relationships.FindingsThe results showed that two dimensions of perceived quality have a positive influence on perceived value (employees) and satisfaction (facilities). However, the enthused participation dimension of customer engagement also indicated an important impact on perceived value and satisfaction, thus confirming the influence of this dimension in the context of sports services for users' loyalty.Originality/valueWith a large sample, the importance of this study lies in the use of strategies to achieve a greater influence on perceived value and satisfaction, with the aim of increasing customer loyalty in fitness centres. This is why, in addition to the service quality, the influence of the customer engagement dimensions is included, which have not been previously analysed in this emerging business model.
ISSN:1012-8255
2056-5127
DOI:10.1108/ARLA-01-2023-0014