How perceptions of physique can influence customer satisfaction in health and fitness centres
Numerous studies have established the link between service quality, satisfaction and loyalty in recreation and fitness settings. However, few studies in the recreation and fitness area have considered the role that one's appearance may play in influencing this relationship. This study of 294 cu...
| Main Authors: | , , |
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| Format: | Journal Article |
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Routledge
2014
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| Online Access: | http://hdl.handle.net/20.500.11937/45026 |
| _version_ | 1848757167635562496 |
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| author | Smith, James Murray, D. Howat, G. |
| author_facet | Smith, James Murray, D. Howat, G. |
| author_sort | Smith, James |
| building | Curtin Institutional Repository |
| collection | Online Access |
| description | Numerous studies have established the link between service quality, satisfaction and loyalty in recreation and fitness settings. However, few studies in the recreation and fitness area have considered the role that one's appearance may play in influencing this relationship. This study of 294 customers of mixed-sex group fitness classes employed structural equation modelling to find general support for the following service quality model adapted from health-care services and health and fitness centres: process service quality → outcome service quality → satisfaction → loyalty. However, of particular interest was that the level of comfort a customer has in their physique significantly and negatively impacted the relationship between staff-oriented service quality and the attainment of outcomes such as improved health, mood, energy and fitness. |
| first_indexed | 2025-11-14T09:23:47Z |
| format | Journal Article |
| id | curtin-20.500.11937-45026 |
| institution | Curtin University Malaysia |
| institution_category | Local University |
| last_indexed | 2025-11-14T09:23:47Z |
| publishDate | 2014 |
| publisher | Routledge |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | curtin-20.500.11937-450262017-09-13T14:19:37Z How perceptions of physique can influence customer satisfaction in health and fitness centres Smith, James Murray, D. Howat, G. service quality body image customer satisfaction physique Numerous studies have established the link between service quality, satisfaction and loyalty in recreation and fitness settings. However, few studies in the recreation and fitness area have considered the role that one's appearance may play in influencing this relationship. This study of 294 customers of mixed-sex group fitness classes employed structural equation modelling to find general support for the following service quality model adapted from health-care services and health and fitness centres: process service quality → outcome service quality → satisfaction → loyalty. However, of particular interest was that the level of comfort a customer has in their physique significantly and negatively impacted the relationship between staff-oriented service quality and the attainment of outcomes such as improved health, mood, energy and fitness. 2014 Journal Article http://hdl.handle.net/20.500.11937/45026 10.1080/13606719.2014.920177 Routledge restricted |
| spellingShingle | service quality body image customer satisfaction physique Smith, James Murray, D. Howat, G. How perceptions of physique can influence customer satisfaction in health and fitness centres |
| title | How perceptions of physique can influence customer satisfaction in health and fitness centres |
| title_full | How perceptions of physique can influence customer satisfaction in health and fitness centres |
| title_fullStr | How perceptions of physique can influence customer satisfaction in health and fitness centres |
| title_full_unstemmed | How perceptions of physique can influence customer satisfaction in health and fitness centres |
| title_short | How perceptions of physique can influence customer satisfaction in health and fitness centres |
| title_sort | how perceptions of physique can influence customer satisfaction in health and fitness centres |
| topic | service quality body image customer satisfaction physique |
| url | http://hdl.handle.net/20.500.11937/45026 |