European Journal of Service Management

Wcześniej: Zeszyty Naukowe Uniwersytetu Szczecińskiego. Service Management

ISSN: 2450-8535     eISSN: 2353-2858    OAI    DOI: 10.18276/ejsm.2017.22-04
CC BY-SA   Open Access 

Lista wydań / Vol. 22, 2/2017
Service Satisfaction and Sport Consumption in The Fitness Center in Warsaw

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
Rok wydania:2017
Liczba stron:7 (31-37)
Klasyfikacja JEL: D10 I10 M30 M31
Cited-by (Crossref) ?:

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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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