THE RELATIONSHIP BETWEEN FITNESS-RELATED QUALITY, SATISFACTION AND INTENTION

Abstract

Service quality has received an increasing interest worldwide due to its positive impact on satisfaction, intention and loyalty. The purpose of the study is to reveal the dimensions of service quality related to fitness centers and to analyze the effects of fitness service quality on satisfaction and intention. The study involved a quantitative research methodology employing a questionnaire and convenience sampling with a total sample of 233 members of a private fitness center within the region of middle of the Turkey. The data were subjected to reliability, validity, confirmatory factor analysis (CFA), and structural equation modeling (SEM) procedures. The results of analyzes reveal six valid dimensions (facility, personnel, reliability, empathy, responsiveness, and accessibility and maintenance) and indicate significant relationship between fitness related service dimensions and satisfaction and intention as dependent variable.