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Whether service quality determinants and customer satisfaction influence loyalty: a study of fitness services

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  • Nirmalya Bandyopadhyay

Abstract

This study attempts to explore the dimensions of consumer perceived service quality in the context of fitness services provided by gymnasiums and investigate the relationship among service quality, loyalty and overall satisfaction of consumers from the fitness service. A 16-item instrument (SERVGYM) was developed by modifying SERVPERF instrument to measure service quality in gymnasiums in four major cities of India. The scale was validated using confirmatory factor analysis. Structural equation modelling technique was employed to assess the relationship of service quality with loyalty and overall satisfaction of consumers. Four service quality dimensions were identified namely, reliability, customer-orientedness, convenience, and ambiance. All the service quality dimensions were found to have positive influence on both satisfaction and loyalty. Positive relationship between satisfaction and loyalty was also established. The scale contextualised to Indian fitness service (gym) industry is useful to measure service quality in gymnasiums. Understanding of the service quality dimensions and their relationship with loyalty and customer satisfaction is also significant.

Suggested Citation

  • Nirmalya Bandyopadhyay, 2018. "Whether service quality determinants and customer satisfaction influence loyalty: a study of fitness services," International Journal of Business Excellence, Inderscience Enterprises Ltd, vol. 15(4), pages 520-535.
    • Handle: RePEc:ids:ijbexc:v:15:y:2018:i:4:p:520-535
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    Cited by:

    1. Md. Alamgir Hossain & Most. Nirufer Yesmin & Nusrat Jahan & Minho Kim, 2021. "Effects of Service Justice, Quality, Social Influence and Corporate Image on Service Satisfaction and Customer Loyalty: Moderating Effect of Bank Ownership," Sustainability, MDPI, vol. 13(13), pages 1-13, July.

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