Application of the psychological continuum model to understand customers' involvement and satisfaction in a fitness center
This research examined how customers’ perceptions of service quality influence the degree of their involvement and psychological connection to a sport activity at a fitness center by applying the Psychological Continuum Model (PCM). Research instruments consisted of the PCM and SERVQUAL and administ...
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| Format: | Article |
| Language: | English |
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Penerbit Universiti Malaysia Pahang
2017
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| Online Access: | http://psasir.upm.edu.my/id/eprint/56902/ http://psasir.upm.edu.my/id/eprint/56902/1/Application%20of%20the%20psychological%20continuum%20model%20to%20understand%20customers%27%20involvement%20and%20satisfaction%20in%20a%20fitness%20center.pdf |
| _version_ | 1848853215677775872 |
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| author | Joseph, Jacklyn Yusof, Aminuddin Soh, Kim Geok |
| author_facet | Joseph, Jacklyn Yusof, Aminuddin Soh, Kim Geok |
| author_sort | Joseph, Jacklyn |
| building | UPM Institutional Repository |
| collection | Online Access |
| description | This research examined how customers’ perceptions of service quality influence the degree of their involvement and psychological connection to a sport activity at a fitness center by applying the Psychological Continuum Model (PCM). Research instruments consisted of the PCM and SERVQUAL and administered to customers at a fitness centre in Malaysia (n = 248). In terms of sport involvement, the results showed most subjects are in the level of attachment. Results showed all dimensions of service quality have negative mean scores which mean customers are dissatisfied will all aspects of service quality at the fitness centre. A one-way ANOVA showed differences in satisfaction with service quality based on the PCM level of involvement for tangible, reliability, responsiveness and empathy dimensions of service quality. Customers at the higher level of involvement (allegiance) reported less dissatisfaction with the tangible, responsiveness, empathy and reliability dimensions of service quality compared with those at the awareness level. |
| first_indexed | 2025-11-15T10:50:26Z |
| format | Article |
| id | upm-56902 |
| institution | Universiti Putra Malaysia |
| institution_category | Local University |
| language | English |
| last_indexed | 2025-11-15T10:50:26Z |
| publishDate | 2017 |
| publisher | Penerbit Universiti Malaysia Pahang |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | upm-569022017-09-06T09:18:49Z http://psasir.upm.edu.my/id/eprint/56902/ Application of the psychological continuum model to understand customers' involvement and satisfaction in a fitness center Joseph, Jacklyn Yusof, Aminuddin Soh, Kim Geok This research examined how customers’ perceptions of service quality influence the degree of their involvement and psychological connection to a sport activity at a fitness center by applying the Psychological Continuum Model (PCM). Research instruments consisted of the PCM and SERVQUAL and administered to customers at a fitness centre in Malaysia (n = 248). In terms of sport involvement, the results showed most subjects are in the level of attachment. Results showed all dimensions of service quality have negative mean scores which mean customers are dissatisfied will all aspects of service quality at the fitness centre. A one-way ANOVA showed differences in satisfaction with service quality based on the PCM level of involvement for tangible, reliability, responsiveness and empathy dimensions of service quality. Customers at the higher level of involvement (allegiance) reported less dissatisfaction with the tangible, responsiveness, empathy and reliability dimensions of service quality compared with those at the awareness level. Penerbit Universiti Malaysia Pahang 2017 Article PeerReviewed application/pdf en http://psasir.upm.edu.my/id/eprint/56902/1/Application%20of%20the%20psychological%20continuum%20model%20to%20understand%20customers%27%20involvement%20and%20satisfaction%20in%20a%20fitness%20center.pdf Joseph, Jacklyn and Yusof, Aminuddin and Soh, Kim Geok (2017) Application of the psychological continuum model to understand customers' involvement and satisfaction in a fitness center. Movement, Health & Exercise, 6 (2). pp. 43-48. ISSN 2231-9409; ESSN: 2289-9510 https://www.mohejournal.com/index.php/mohe/article/view/MoHE%20Vol6%282%29_5 |
| spellingShingle | Joseph, Jacklyn Yusof, Aminuddin Soh, Kim Geok Application of the psychological continuum model to understand customers' involvement and satisfaction in a fitness center |
| title | Application of the psychological continuum model to understand customers' involvement and satisfaction in a fitness center |
| title_full | Application of the psychological continuum model to understand customers' involvement and satisfaction in a fitness center |
| title_fullStr | Application of the psychological continuum model to understand customers' involvement and satisfaction in a fitness center |
| title_full_unstemmed | Application of the psychological continuum model to understand customers' involvement and satisfaction in a fitness center |
| title_short | Application of the psychological continuum model to understand customers' involvement and satisfaction in a fitness center |
| title_sort | application of the psychological continuum model to understand customers' involvement and satisfaction in a fitness center |
| url | http://psasir.upm.edu.my/id/eprint/56902/ http://psasir.upm.edu.my/id/eprint/56902/ http://psasir.upm.edu.my/id/eprint/56902/1/Application%20of%20the%20psychological%20continuum%20model%20to%20understand%20customers%27%20involvement%20and%20satisfaction%20in%20a%20fitness%20center.pdf |