Relationships Between Service Quality, Customer Loyalty and Customer Repurchase Intention: The Example of Health and Fitness Clubs

Ali Çağrı Gücal; Bülent Gürbüz

Makale detayları

Relationships Between Service Quality, Customer Loyalty and Customer Repurchase Intention: The Example of Health and Fitness Clubs

Yazarlar:

Ali Çağrı Gücal | Bülent Gürbüz

Yayıncı:

Pamukkale University

Ana Başlıklar:

Sports and Recreation

Dergi:

Pamukkale Journal of Sport Sciences Vol.15 Issue 2, pp.253-276

Belge Tipi:

Makale

Yayın Tarihi:

8/2024

Belge Dili:

İngilizce

Document ID (Org No.):

2001325748

pISSN:

1309-0356

Anahtar kelimeler:

Özet:

 This study was conducted with the aim of testing the relationships between service quality perceptions, customer loyalty levels, and customer repurchase intentions of customers in health and fitness clubs. The sample group for the study comprised 476 individuals 233 female, 243 male exercising in health and fitness clubs. Participants answered the Turkish version of the Service Quality Assessment Scale T-SQAS, the Turkish version of the Loyalty Scale in Sport Services T-LSSS and the Turkish version of the Repurchase Intention Scale T-RIS. For the analysis, t-test, MANOVA, ANOVA, and Pearson correlation statistical methods were used. The most substantial gap between participant expectations and perception scores concerning service quality was observed in the program subscale, while conversely, the locker room subscale had the smallest difference. The means subscale scores for the T-LSSS of female participants were identified as being higher than those of male participants. There was a positive relationship between service quality, customer loyalty, and repurchase intention. Finally, it was evident that members were dissatisfied with the services offered, indicating an inconsistency between their expectations and the actual service delivery. Managers of health and fitness clubs should make the necessary effort to increase the service quality of their clubs to the highest level. Positive effects of service quality on the formation of repurchase intention, the first stage of creating loyal customers, will increase the competitive power of health and fitness clubs in the market.

 This study was conducted with the aim of testing the relationships between service quality perceptions, customer loyalty levels, and customer repurchase intentions of customers in health and fitness clubs. The sample group for the study comprised 476 individuals 233 female, 243 male exercising in health and fitness clubs. Participants answered the Turkish version of the Service Quality Assessment Scale T-SQAS, the Turkish version of the Loyalty Scale in Sport Services T-LSSS and the Turkish version of the Repurchase Intention Scale T-RIS. For the analysis, t-test, MANOVA, ANOVA, and Pearson correlation statistical methods were used. The most substantial gap between participant expectations and perception scores concerning service quality was observed in the program subscale, while conversely, the locker room subscale had the smallest difference. The means subscale scores for the T-LSSS of female participants were identified as being higher than those of male participants. There was a positive relationship between service quality, customer loyalty, and repurchase intention. Finally, it was evident that members were dissatisfied with the services offered, indicating an inconsistency between their expectations and the actual service delivery. Managers of health and fitness clubs should make the necessary effort to increase the service quality of their clubs to the highest level. Positive effects of service quality on the formation of repurchase intention, the first stage of creating loyal customers, will increase the competitive power of health and fitness clubs in the market.

 This study was conducted with the aim of testing the relationships between service quality perceptions, customer loyalty levels, and customer repurchase intentions of customers in health and fitness clubs. The sample group for the study comprised 476 individuals 233 female, 243 male exercising in health and fitness clubs. Participants answered the Turkish version of the Service Quality Assessment Scale T-SQAS, the Turkish version of the Loyalty Scale in Sport Services T-LSSS and the Turkish version of the Repurchase Intention Scale T-RIS. For the analysis, t-test, MANOVA, ANOVA, and Pearson correlation statistical methods were used. The most substantial gap between participant expectations and perception scores concerning service quality was observed in the program subscale, while conversely, the locker room subscale had the smallest difference. The means subscale scores for the T-LSSS of female participants were identified as being higher than those of male participants. There was a positive relationship between service quality, customer loyalty, and repurchase intention. Finally, it was evident that members were dissatisfied with the services offered, indicating an inconsistency between their expectations and the actual service delivery. Managers of health and fitness clubs should make the necessary effort to increase the service quality of their clubs to the highest level. Positive effects of service quality on the formation of repurchase intention, the first stage of creating loyal customers, will increase the competitive power of health and fitness clubs in the market.

 This study was conducted with the aim of testing the relationships between service quality perceptions, customer loyalty levels, and customer repurchase intentions of customers in health and fitness clubs. The sample group for the study comprised 476 individuals 233 female, 243 male exercising in health and fitness clubs. Participants answered the Turkish version of the Service Quality Assessment Scale T-SQAS, the Turkish version of the Loyalty Scale in Sport Services T-LSSS and the Turkish version of the Repurchase Intention Scale T-RIS. For the analysis, t-test, MANOVA, ANOVA, and Pearson correlation statistical methods were used. The most substantial gap between participant expectations and perception scores concerning service quality was observed in the program subscale, while conversely, the locker room subscale had the smallest difference. The means subscale scores for the T-LSSS of female participants were identified as being higher than those of male participants. There was a positive relationship between service quality, customer loyalty, and repurchase intention. Finally, it was evident that members were dissatisfied with the services offered, indicating an inconsistency between their expectations and the actual service delivery. Managers of health and fitness clubs should make the necessary effort to increase the service quality of their clubs to the highest level. Positive effects of service quality on the formation of repurchase intention, the first stage of creating loyal customers, will increase the competitive power of health and fitness clubs in the market.

Makale detayları

Relationships Between Service Quality, Customer Loyalty and Customer Repurchase Intention: The Example of Health and Fitness Clubs

Yazarlar:

Ali Çağrı Gücal | Bülent Gürbüz

Yayıncı:

Pamukkale University

Ana Başlıklar:

Sports and Recreation

Dergi:

Pamukkale Journal of Sport Sciences Vol.15 Issue 2, pp.253-276

Belge Tipi:

Makale

Yayın Tarihi:

8/2024

Belge Dili:

İngilizce

Document ID (Org No.):

2001325748

pISSN:

1309-0356

Customer loyalty

Health and fitness clubs

Repurchase intention

Service quality

Sayı

Makale detayları

Relationships Between Service Quality, Customer Loyalty and Customer Repurchase Intention: The Example of Health and Fitness Clubs

Yazarlar: Ali Çağrı Gücal | Bülent Gürbüz

Yayıncı: Pamukkale University

Ana Başlıklar: Sports and Recreation

Dergi: Pamukkale Journal of Sport Sciences Vol.15 Issue 2, pp.253-276

Belge Tipi: Makale

Yayın Tarihi: 8/2024

Belge Dili: İngilizce

Document ID (Org No.): 2001325748

pISSN: 1309-0356

Customer loyalty

Health and fitness clubs

Repurchase intention

Service quality

Sayı

Yazarlar:

Ali Çağrı Gücal | Bülent Gürbüz

Yayıncı:

Pamukkale University

Ana Başlıklar:

Sports and Recreation

Dergi:

Pamukkale Journal of Sport Sciences Vol.15 Issue 2, pp.253-276

Belge Tipi:

Makale

Yayın Tarihi:

8/2024

Belge Dili:

İngilizce

Document ID (Org No.):

2001325748

pISSN:

1309-0356