SERVICE QUALITY, PERCEIVED VALUE, CUSTOMER SATISFACTION, AND BEHAVIORAL INTENTION AMONG FITNESS CENTER MEMBERS AGED 60 YEARS AND OVER

被引：78

作者：

Yu, Hyun Soon ^{[1
]}

Zhang, James J. ^{[2
]}

Kim, Dae Hyun ^{[3
]}

Chen, Kenny K. ^{[4
]}

Henderson, Chris ^{[2
]}

Min, Sophia D. ^{[2
]}

Huang, Haiyan ^{[5
]}

机构：

[1] Sookmyung Womens Univ, Dept Phys Educ, Seoul, South Korea

[2] Univ Georgia, Dept Kinesiol, Athens, GA 30602 USA

[3] Loyola Univ, Quinlan Sch Business, New Orleans, LA 70118 USA

[4] Hong Kong Baptist Univ, Dept Phys Educ, Hong Kong, Hong Kong, Peoples R China

[5] Shanghai Univ Sport, Sch Econ & Management, Shanghai 200438, Peoples R China

来源：

SOCIAL BEHAVIOR AND PERSONALITY | 2014年 / 42卷 / 05期

关键词：

fitness industry; sport and fitness center; service quality; older adult consumers; perceived value; customer satisfaction; behavioral intention; STORE INFORMATION; CONSEQUENCES; ANTECEDENTS; DIMENSIONS; PRICE; MODEL;

D O I：

10.2224/sbp.2014.42.5.757

中图分类号：

B84 [心理学];

学科分类号：

04 ; 0402 ;

摘要：

Our aim in this study was to examine the structural relationships among service quality, perceived value, customer satisfaction, and behavioral intention. Participants, who were all aged 60 years or older and who were members of a sport and fitness center, completed surveys to assess these relationships. Scanning electron microscopy results showed that provision of high-quality services for older adult consumers in a sport and fitness center elevated perceived value, enhanced customer satisfaction, reduced complaint behavior, and ultimately increased the likelihood of renewed membership and continued use of the center facilities.

引用

页码：757 / 767

页数：11

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