Effect of service experience, engagement and satisfaction on the future intentions of customers of a sports services
This research proposes a management model for a sports centre, through the variables of customer experience, satisfaction, engagement and its influence on the loyalty of its users. This work is carried out with the aim of providing sports managers with information that will enable them to improve th...
| Main Authors: | , , |
|---|---|
| Format: | Article |
| Language: | English |
| Published: |
Elsevier
2023-07-01
|
| Series: | Heliyon |
| Subjects: | |
| Online Access: | http://www.sciencedirect.com/science/article/pii/S2405844023050582 |
| _version_ | 1827892256565100544 |
|---|---|
| author | García-Pascual Fernando Parra-Camacho David Aguado-Berenguer Sergio |
| author_facet | García-Pascual Fernando Parra-Camacho David Aguado-Berenguer Sergio |
| author_sort | García-Pascual Fernando |
| collection | DOAJ |
| description | This research proposes a management model for a sports centre, through the variables of customer experience, satisfaction, engagement and its influence on the loyalty of its users. This work is carried out with the aim of providing sports managers with information that will enable them to improve the viability of their service. A sample of 378 customers of the sports service was used, 208 men and 170 women from a private sports centre. First, the psychometric properties of the scales used were obtained by means of a confirmatory factor analysis (CFA), followed by an analysis of their reliability and validity, and then the model fit was established using structural equations. Finally, the Sobel test was used to determine whether user satisfaction was mediated. Significant direct relationships between the constructs were found to exist, as well as an indirect effect of satisfaction within the model analysed. This model presented a goodness of fit, as well as the reliability analyses of the scales presented results supported by the literature. The results of this research demonstrate the mediating effect of satisfaction on the relationship between service experiences and customers' future commitment and intentions. It is important to know the experiences of customers through the sports service as it allows managers to develop precise strategies and actions to improve these experiences and raise the levels of commitment to the service, and consequently to strengthen the loyalty of customers for a long time. |
| first_indexed | 2024-03-12T21:38:11Z |
| format | Article |
| id | doaj.art-225d4b6ae72b4002875f818fdcb69883 |
| institution | Directory Open Access Journal |
| issn | 2405-8440 |
| language | English |
| last_indexed | 2024-03-12T21:38:11Z |
| publishDate | 2023-07-01 |
| publisher | Elsevier |
| record_format | Article |
| series | Heliyon |
| spelling | doaj.art-225d4b6ae72b4002875f818fdcb698832023-07-27T05:57:41ZengElsevierHeliyon2405-84402023-07-0197e17850Effect of service experience, engagement and satisfaction on the future intentions of customers of a sports servicesGarcía-Pascual Fernando0Parra-Camacho David1Aguado-Berenguer Sergio2Corresponding author.; Physical Education and Sport, University of Valencia, Valencia, SpainPhysical Education and Sport, University of Valencia, Valencia, SpainPhysical Education and Sport, University of Valencia, Valencia, SpainThis research proposes a management model for a sports centre, through the variables of customer experience, satisfaction, engagement and its influence on the loyalty of its users. This work is carried out with the aim of providing sports managers with information that will enable them to improve the viability of their service. A sample of 378 customers of the sports service was used, 208 men and 170 women from a private sports centre. First, the psychometric properties of the scales used were obtained by means of a confirmatory factor analysis (CFA), followed by an analysis of their reliability and validity, and then the model fit was established using structural equations. Finally, the Sobel test was used to determine whether user satisfaction was mediated. Significant direct relationships between the constructs were found to exist, as well as an indirect effect of satisfaction within the model analysed. This model presented a goodness of fit, as well as the reliability analyses of the scales presented results supported by the literature. The results of this research demonstrate the mediating effect of satisfaction on the relationship between service experiences and customers' future commitment and intentions. It is important to know the experiences of customers through the sports service as it allows managers to develop precise strategies and actions to improve these experiences and raise the levels of commitment to the service, and consequently to strengthen the loyalty of customers for a long time.http://www.sciencedirect.com/science/article/pii/S2405844023050582ManagementFitness centreEngagementCustomer behaviourCustomer satisfaction |
| spellingShingle | García-Pascual Fernando Parra-Camacho David Aguado-Berenguer Sergio Effect of service experience, engagement and satisfaction on the future intentions of customers of a sports services Heliyon Management Fitness centre Engagement Customer behaviour Customer satisfaction |
| title | Effect of service experience, engagement and satisfaction on the future intentions of customers of a sports services |
| title_full | Effect of service experience, engagement and satisfaction on the future intentions of customers of a sports services |
| title_fullStr | Effect of service experience, engagement and satisfaction on the future intentions of customers of a sports services |
| title_full_unstemmed | Effect of service experience, engagement and satisfaction on the future intentions of customers of a sports services |
| title_short | Effect of service experience, engagement and satisfaction on the future intentions of customers of a sports services |
| title_sort | effect of service experience engagement and satisfaction on the future intentions of customers of a sports services |
| topic | Management Fitness centre Engagement Customer behaviour Customer satisfaction |
| url | http://www.sciencedirect.com/science/article/pii/S2405844023050582 |
| work_keys_str_mv | AT garciapascualfernando effectofserviceexperienceengagementandsatisfactiononthefutureintentionsofcustomersofasportsservices AT parracamachodavid effectofserviceexperienceengagementandsatisfactiononthefutureintentionsofcustomersofasportsservices AT aguadoberenguersergio effectofserviceexperienceengagementandsatisfactiononthefutureintentionsofcustomersofasportsservices |