La satisfacción del cliente externo en organizaciones de fitness: estudio empírico en centros de la comunidad de Madrid

Abstract

The purpose of the present study was to present the servperf questionnaire by Cronin and Taylor (1992)\ras a suitable instrument for determining external client satisfaction in fitness organizations. At the same\rtime it was aimed to discover its dimensions and the possible relations among them. A final objective was\rto study the clients' sociodemographic characteristics.To this end a survey was carried out in four fitness\rcentres in the Autonomous Region of Madrid, all belonging to the same entrepreneurial organization and\rsituated in different municipalities with different social environments. The questionnaire was administered\rto 584 students from group fitness classes. Reliability was determined by calculating Cronbach's alpha with\ra value of 0.961 and a factorial analysis determined validity and the dimensions which make up the\rconstruct, and results showed that the dimensions of satisfaction correspond to: the employees' behaviour;\rthe company's behaviour; the services provided by the organization; equipment; and opening times. These\rdimensions correlate positively among themselves and with the total satisfaction recorded.