Service Satisfaction and Sport Consumption in the Fitness Center in Warsaw

• Autorzy: Sylwia Gocłowska
• Języki publikacji: EN

Abstrakty

EN

The aim of this research is to determine which factors of consumers' sport consumption behaviour have an impact on service satisfaction. The survey was conducted on 76 clients of a selected fitness club in Warsaw. The questionnaire comprised 7 areas of the club's functioning, measured with respect to two dimensions: service satisfaction and the significance of the tested parameters. Statistical analysis was performed in order to investigate the relationship between sports consumption and satisfaction level. Data analysis confirms a correlation in several parameters between consumer consumption and satisfaction (parameters: number of sports activities to choose r = 0.264, p < 0.05; benefits of having a loyalty card r = 0.279, p < 0.05) as well as significance (parameters: terms of payment r = 0.246, p < 0.05; club location r = -0.234, p < 0.05). The results are significant from the standpoint of the management of fitness clubs as they provide a better understanding of consumer satisfaction factors.(author's abstract)

Słowa kluczowe

EN

Services; Customer satisfaction

PL

Usługi; Satysfakcja klienta

• Czasopismo: European Journal of Service Management
• Rocznik: 2017
• Tom: 22
• Numer: nr 2
• Strony: 31--37

Twórcy

autor

Sylwia Gocłowska

• Josef Pilsudski University of Physical Education in Warsaw

Bibliografia

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Identyfikatory

DOI

10.18276/ejsm.2017.22-04