What is it about?
This study is to provide data and practical implications that could be incorporated into the management of sports centers by investigating the relationship between service quality of sports centers, customer loyalty, and intention to adhere to exercise.
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Why is it important?
Recently sports centers have been struggling with financial difficulties due to fierce competition and price-cutting war among the existing sports centers on the market has been showing a reduction in sports facility businesses. This study presents insight on some strategies that sports centers could employ to improve service quality to be able to increase customer loyalty and retain customers.
Perspectives
The service quality of sports centers was found to form a strong sense of closeness and attachment between sports centers and customers, and, since it also influenced the intention to adhere to exercise, it was found that service quality was related to changes in exercise desire. The research results appear to indicate that it is possible for sports centers to develop advantageous positions during economic depression and compete with other businesses by making additional investments and better managing the intention to adhere to exercise, which could determine the continued use intention of sports centers, as well as by managing service quality, which influences customer loyalty.
Sheng Yen Lee
Kyonggi University
Read the Original
This page is a summary of: Service quality of sports centers and customer loyalty, Asia Pacific International Journal of Marketing, September 2017, Emerald,
DOI: 10.1108/apjml-10-2016-0191.
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