Volume 3, Issue 5 (4-2013)
JRSM 2013, 3(5): 125-137 |
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Saatchian V, Safari H R, Rasooli S M, Eskandari E, Elahi A. The relationship of service quality, customer satisfaction and loyalty with future intention for participation of fitness centers (Case study Rasht Township). JRSM 2013; 3 (5) :125-137
URL: http://jrsm.khu.ac.ir/article-1-1765-en.html
URL: http://jrsm.khu.ac.ir/article-1-1765-en.html
Abstract: (16055 Views)
The purpose of this study was to determine the relationship of service quality, customer satisfaction and attitudinal loyalty on future intention of participations in fitness and aerobic centers of Rasht Township. The design of this study was correlational. The population of study includes all costumers of aerobic and fitness centers in Rasht that have one year attendance in this clubs. So, According to Morgan sampling tables and populations of the customers in this clubs that were 150 people, 108 samples elected randomly. To gather data, standard questionnaire of service quality (QSS) Alexandris (1999), customer loyalty (AIS) Alen (1990), customer satisfaction (OCS) Victor (2002) and behavioral future intention (BFIS) Bery (1996) was used(8). Results indicated that there was a positive and significant relation between service qualities with loyalty (r=0/395), satisfaction and behavioral future intention(r=0/486, P&le0/.5). Also there was positive and significant relation between loyalty with satisfaction(r=0/286) and behavioral future intention(r=0/524) and finally customer satisfaction had positive and significant relation with behavioral future intention(r=0/505, P&le0/.5). Regression test showed that only customer satisfaction (t=4/745) and loyalty (t=3/185) can predict behavioral future intention and service quality was mediator variable (P&le0/.5). According to the results, it should be considered that fitness and aerobic club managers should play an important role in customer satisfaction by providing more tangible services to attracting loyal customers.
Type of Study: Research |
Published: 2013/04/15
Published: 2013/04/15
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