Examining the relationship between perceived service quality, satisfaction, and renewal intention in Portuguese fitness centers

Abstract

This study adopted the service quality model proposed by Chang, which specifies a three-stage systems view of the fitness services as inputs, throughputs and outputs, to analyze the relationships between service quality (inputs), customer satisfaction (throughputs) and renewal intention (outputs). Two-hundred and sixty three subjects completed the Portuguese versions of the Scale of Quality in Fitness Services, the Clients Satisfaction Scale, and the Renewal Intention Scale. The results showed that personal involvement satisfaction was predicted by a combination of task interaction, perceived service quality and contact with other clients; service satisfaction was predicted by perceived service quality, management commitment to service quality and interpersonal interactions, and renewal intention was predicted by service satisfaction. Accordingly, these results can make an important contribution to the retention of costumers in fitness clubs, suggesting that, to increase customers’ satisfaction with their own personal involvement and with the services provided, managers should be committed to to implement quality initiatives, but also pay attention to the human factor, namely the interactions amongst the clients themselves and the clients’ task and interpersonal interactions with the service employees.