European Journal of Service Management
Wcześniej: Zeszyty Naukowe Uniwersytetu Szczecińskiego. Service Management
Service Satisfaction and Sport Consumption in The Fitness Center in Warsaw
DOI: 10.18276/ejsm.2017.22-04
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| ISSN: | 2450-8535 |
| eISSN: | 2353-2858 |
| Autorzy: |
Sylwia
Gocłowska
Józef Piłsudski University of Physical Education in Warsaw Monika Piątkowska Józef Piłsudski University of Physical Education in Warsaw |
| Słowa kluczowe: | satisfaction service fitness club sports consumption |
| Data wydania numeru / monografii: | 2017 |
| Liczba stron: | 7 (31-37) |
| OAI-PMH: | Metadane |
| Klasyfikacja JEL: | D10 I10 M30 M31 |
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Informacje dodatkowe
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Abstrakt
The aim of this research is to determine which factors of consumers’ sport consumption behaviour have an impact on service satisfaction. The survey was conducted on 76 clients of a selected fitness club in Warsaw. The questionnaire comprised 7 areas of the club’s functioning, measured with respect to two dimensions: service satisfaction and the significance of the tested parameters. Statistical analysis was performed in order to investigate the relationship between sports consumption and satisfaction level. Data analysis confirms a correlation in several parameters between consumer consumption and satisfaction (parameters: number of sports activities to choose r=0.264, p<0.05; benefits of having a loyalty card r=0.279, p<0.05) as well as significance (parameters: terms of payment r=0.246, p<0.05; club location r=-0.234, p<0.05). The results are significant from the standpoint of the management of fitness clubs as they provide a better understanding of consumer satisfaction factors.
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