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- Title
SERVICE QUALITY, PERCEIVED VALUE, CUSTOMER SATISFACTION, AND BEHAVIORAL INTENTION AMONG FITNESS CENTER MEMBERS AGED 60 YEARS AND OVER.
- Authors
HYUN SOON YU; ZHANG, JAMES J.; DAE HYUN KIM; CHEN, KENNY K.; HENDERSON, CHRIS; MIN, SOPHIA D.; HAIYAN HUANG
- Abstract
Our aim in this study was to examine the structural relationships among service quality, perceived value, customer satisfaction, and behavioral intention. Participants, who were all aged 60 years or older and who were members of a sport and fitness center, completed surveys to assess these relationships. Scanning electron microscopy results showed that provision of high-quality services for older adult consumers in a sport and fitness center elevated perceived value, enhanced customer satisfaction, reduced complaint behavior, and ultimately increased the likelihood of renewed membership and continued use of the center facilities.
- Subjects
PHYSICAL fitness centers; CONSUMER attitude research; OLDER consumers; CUSTOMER services; PERCEIVED benefit; CUSTOMER satisfaction; CONSUMER complaints
- Publication
Social Behavior & Personality: an international journal, 2014, Vol 42, Issue 5, p757
- ISSN
0301-2212
- Publication type
Article
- DOI
10.2224/sbp.2014.42.5.757