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초록
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.
키워드
fitness industry; sport and fitness center; service quality; older adult consumers; perceived value; customer satisfaction; behavioral intention; STORE INFORMATION; CONSEQUENCES; DISSATISFACTION; ANTECEDENTS; DIMENSIONS; PRICE; MODEL
- 제목
- SERVICE QUALITY, PERCEIVED VALUE, CUSTOMER SATISFACTION, AND BEHAVIORAL INTENTION AMONG FITNESS CENTER MEMBERS AGED 60 YEARS AND OVER
- 저자
- Yu, Hyun Soon; Zhang, James J.; Kim, Dae Hyun; Chen, Kenny K.; Henderson, Chris; Min, Sophia D.; Huang, Haiyan
- 발행일
- 2014-06
- 유형
- Article
- 권
- 42
- 호
- 5
- 페이지
- 757 ~ 767