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The use of fitness centre apps and its relation to customer satisfaction: a UTAUT2 perspective

Helena Ferreira Barbosa (Arts, Humanities and Sports Department, Polytechnic Institute of Beja, Beja, Portugal)
Jerónimo García-Fernández (Physical Education and Sport Department, University of Seville, Seville, Spain)
Vera Pedragosa (Economics and Business Science Department, Psychology Research Centre, Autónomous University of Lisbon, Lisbon, Portugal)
Gabriel Cepeda-Carrion (Management and Marketing Department, University of Seville, Seville, Spain)

International Journal of Sports Marketing and Sponsorship

ISSN: 1464-6668

Article publication date: 20 May 2021

470

Abstract

Purpose

The purpose of this paper is to analyse the intention of using fitness app made available by the fitness centre to its members and their relationship with overall customer satisfaction.

Design/methodology/approach

The present study uses the extended unified theory of acceptance and use of technology (UTAUT2) as the base model. All the hypothesised relationships were tested through partial least square structural equation modelling (PLS-SEM), in a quantitative study with data from 1,676 fitness consumers from Portugal.

Findings

The results support the ability of UTAUT2 in predicting the customer´s intention to use the fitness app. Performance expectancy, effort expectancy, social influence, facilitating conditions, hedonic motivation and habit have a positive impact on behavioural intentions to use the fitness app. Performance expectancy and habit have the strongest relationships. Behavioural intentions are positively related both to the usage behaviour of the fitness app and to overall customer satisfaction.

Practical implications

The results of this study present a strong contribution for fitness centre managers, since it highlights the importance of using these apps as a way to increase customer satisfaction, increasing retention levels.

Originality/value

This study is paramount as regards to examine the behavioural intention to use the fitness apps that the fitness centres make available to their members using UTAUT2 model.

Keywords

Citation

Ferreira Barbosa, H., García-Fernández, J., Pedragosa, V. and Cepeda-Carrion, G. (2021), "The use of fitness centre apps and its relation to customer satisfaction: a UTAUT2 perspective", International Journal of Sports Marketing and Sponsorship, Vol. ahead-of-print No. ahead-of-print. https://doi.org/10.1108/IJSMS-01-2021-0010

Publisher

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Emerald Publishing Limited

Copyright © 2021, Emerald Publishing Limited

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