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The purpose of this paper is to determine how an instrument – designed to assess quality, value, and satisfaction – works, and compare results obtained in female users of unisex sports services and fitness centres and female users of exclusively female sports services and fitness centres.

A total of 745 women belonging to 62 sports services and fitness centres took part in this study; 36.60 per cent were members of female-exclusive centres. The average age was 32.97±14.11 years. In total, 38.70 per cent of the women surveyed used the sports services and fitness centres twice a week for 66.37±32.87 minutes on average. The EPOD2 questionnaire was used. This instrument is made up of 25 items and measures quality, value, and satisfaction. The invariance of the factorial structure in the two groups was verified and regression coefficients were calculated for the relationships in the model.

The model is stable in both of the groups. Quality is a predecessor of value and satisfaction. Value is related to a large extent to Satisfaction. The dimensions of quality (activity, sports instructors, service personnel, and space) are directly related to value and/or satisfaction. There are significant differences in the standardised values that relate quality and its dimensions with the value and satisfaction between women users of female-exclusive centres and women users of unisex centres.

This paper is important because the findings of this study can be applicable to help sports services and fitness centres, whether unisex centres or female-exclusive centres, obtain better assessments from female users.

The purpose of this study is to identify the antecedents and dimensions of relationship quality (RQ) between customers and providers of athletic services.

Data collection involved in‐depth, personal interviews of fitness centre customers and year‐ticket holders of football clubs in order to determine the similarities and differences between the two contexts. RQ is approached from the point of view of the customer since no other study has investigated that part of the dyad. Data were analysed with thematic content analysis.

In fitness clubs, RQ is perceived as a relationship that involves trust, customer satisfaction and commitment; social bonds with employees; effective cooperation and communication, and adaptation of services to suit customers’ needs. In contrast, the relationship of football club year‐ticket holders is simpler and is perceived as trusting; satisfying for customers and one where customers feel committed to the team. The antecedents of RQ identified do not differ between the two types of relationship studied and include the quality of the servicescape; the power of entertainment; the quality of personnel; customer experience and knowledge; customer relationship orientation; relationship duration, and circumstantial or personal factors such as free time shortage, family obligations or bad weather conditions. Based on these findings a conceptual framework is developed for analysing RQ and its antecedents in athletic services.

The study extends findings regarding RQ in athletic services. However, it is qualitative in nature. Future research should quantify the constructs identified and test them in quantitative studies.

The implications of the study are wide and include appropriate methods of selecting and training staff; the effective management of service portfolios; customer training; providing an entertaining experience for customers, and designing a good quality servicescape.

The conceptual framework developed can serve as a guide for sport managers in enhancing the value of relationships with customers.

Aims to identify the aspects of service delivery deemed most important by the users of Greek fitness centers and to examine whether their desires differ according to the type of fitness center they use as well as according to certain demographic and motivation patterns.

The study was based on the QUESC instrument developed by Kim and Kim. A total of 346 individuals who were members of public and private fitness centers in Athens/Greece completed the questionnaires. An analysis of variance (ANOVA) test was conducted for each item of the instrument in order to examine whether different groups had different desires for service delivery. Where a difference between group means was identified, Duncan's multiple range tests were performed to determine which means were significantly different.

The aspects of service delivery desired more by sports centers users refer to the tangible elements of the facilities, the personnel attitudes and abilities, attributes related to the cost of participation and items related to the programming and scheduling of services provided. The findings also suggest that significant differences of desires exist between males and females as well as between users of public and private sports centers.

The sample of the fitness centers was convenient rather than statistical. The reason was that there is no official agency in Greece with a complete list of fitness centers.

This paper is a useful source of information for fitness centers management to identify their customers’ wants, take action to improve service delivery, and establish standards of performance to address the identified customers’ needs.

This paper sought to address questions on the way certain demographic variables and patterns of use might affect sports centers’ users’ desires, so that an information package can be applied in making marketing decisions for improving sports centers service delivery.

The user experience during the use of activities and services is a fundamental aspect for sports managers and can provide a competitive advantage. The purpose of this study was to identify the dimensions of experiential quality and the relationship of this construct with customer trust and customer satisfaction in achieving behavioral intention.

Using a convenience sampling technique, a total of 322 gym users in Turkey participated. A two-step approach was used to test both the model and the research hypotheses [confirmatory factor analysis (CFA) and structural equation modeling (SEM)].

The interaction quality, physical environmental quality, outcome quality and enjoyment quality were positively related to experiential quality. Similarly, the experimental quality was positively related to customer satisfaction and customer trust. Finally, customer satisfaction was related to behavioral intentions.

This study provides empirical evidence about the importance of experiential quality to gain a competitive advantage in the context of fitness centers.

Fitness centers have become quotidian fundamentals. Consequently, center managers face escalating competitiveness to sustain their businesses. Saudi Arabia's Vision 2030 emphasizes quality of life and the gravitation toward healthy lifestyles. The service quality of fitness centers is an essential factor influencing customer satisfaction. Owing to the dearth of research on this topic, especially on female-only fitness centers, this study aims to investigate the factors affecting the service quality of female fitness centers in Saudi Arabia regarding satisfaction. Additionally, this study examines the moderating roles of age and income on the relationship between service quality and satisfaction.

The Service Quality Assessment Scale (SQAS) was adopted with five of the original dimensions (staff, workout facilities, physical facilities, exercise program and locker room) and two newly added dimensions (parking and social environment). This study also investigates the moderating roles of age and income on the relationship between service quality and customer satisfaction.

All SQAS dimensions positively affected the quality of fitness centers. Furthermore, the service quality of fitness centers increased women's satisfaction, and age and income moderated the relationship between service quality and customer satisfaction.

Fitness centers are highly competitive, and this study offers insights for managers of such facilities to improve customer satisfaction.

The purpose of this paper is to analyse the influence of perceived quality and customer engagement on perceived value and satisfaction in a model to evaluate loyalty in users of fitness centres.

Through an online questionnaire, the study uses a large sample of 6,584 users from 44 low-cost fitness centres from different cities in Spain. After validating the measurement model, the hypotheses were tested through structural equation (SEM) modelling technique, noting the existence of significant relationships.

The results showed that two dimensions of perceived quality have a positive influence on perceived value (employees) and satisfaction (facilities). However, the enthused participation dimension of customer engagement also indicated an important impact on perceived value and satisfaction, thus confirming the influence of this dimension in the context of sports services for users' loyalty.

With a large sample, the importance of this study lies in the use of strategies to achieve a greater influence on perceived value and satisfaction, with the aim of increasing customer loyalty in fitness centres. This is why, in addition to the service quality, the influence of the customer engagement dimensions is included, which have not been previously analysed in this emerging business model.

El propósito de este trabajo es analizar la influencia de la calidad percibida y el compromiso del cliente sobre el valor percibido y la satisfacción en un modelo para evaluar la lealtad en usuarios de centros de fitness.

A través de un cuestionario online, el estudio utiliza una muestra amplia de 6.584 usuarios de 44 centros de fitness low-cost de diferentes ciudades de España. Tras validar el modelo de medida, las hipótesis fueron contrastadas utilizando análisis de ecuaciones estructurales, observándose la existencia de relaciones significativas.

Los resultados mostraron que dos dimensiones de la calidad percibida tienen una influencia positiva en el valor percibido (empleados) y la satisfacción (instalaciones). Sin embargo, la dimensión de participación entusiasta del compromiso del cliente también indicó un impacto importante en el valor percibido y la satisfacción, lo que confirma la influencia de esta dimensión en el contexto de los servicios deportivos para la fidelización de los usuarios.

Con una extensa muestra, la importancia de este estudio radica en el uso de estrategias para lograr una mayor influencia en el valor percibido y la satisfacción, con el objetivo de fidelizar a los clientes de los centros de fitness. Por eso, además de la calidad del servicio, se incluye la influencia de las dimensiones del compromiso con el cliente, que no han sido analizadas previamente en este modelo de negocio emergente.