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Examining relationships among process quality, outcome quality, delight, satisfaction and behavioural intentions in fitness centres in Malaysia

Examining relationships among process quality, outcome quality, delight, satisfaction and... The purpose of this paper is to investigate the effects of process and outcome quality on fitness members’ delight and satisfaction. Furthermore, the relationships between delight, satisfaction and behavioural intention are investigated.Design/methodology/approachData were obtained from a survey of 379 members of fitness centres in Malaysia and analysed using the partial least squares technique.FindingsThe results indicated that process quality and outcome quality had a significant effect on customer delight and satisfaction. Furthermore, customer delight influenced customers’ satisfaction and behavioural intentions.Practical implicationsThe findings of this study will help fitness centre managers to understand the importance of outcome quality and delight in addition to process quality and satisfaction in shaping the members’ behavioural intentions, thereby allowing them to differentiate their service from their customers.Originality/valueThis study is the first attempt to investigate the importance of outcome quality and customer delight in the fitness industry. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png International Journal of Sports Marketing and Sponsorship Emerald Publishing

Examining relationships among process quality, outcome quality, delight, satisfaction and behavioural intentions in fitness centres in Malaysia

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References (94)

Publisher
Emerald Publishing
Copyright
© Emerald Publishing Limited
ISSN
1464-6668
DOI
10.1108/ijsms-08-2018-0078
Publisher site
See Article on Publisher Site

Abstract

The purpose of this paper is to investigate the effects of process and outcome quality on fitness members’ delight and satisfaction. Furthermore, the relationships between delight, satisfaction and behavioural intention are investigated.Design/methodology/approachData were obtained from a survey of 379 members of fitness centres in Malaysia and analysed using the partial least squares technique.FindingsThe results indicated that process quality and outcome quality had a significant effect on customer delight and satisfaction. Furthermore, customer delight influenced customers’ satisfaction and behavioural intentions.Practical implicationsThe findings of this study will help fitness centre managers to understand the importance of outcome quality and delight in addition to process quality and satisfaction in shaping the members’ behavioural intentions, thereby allowing them to differentiate their service from their customers.Originality/valueThis study is the first attempt to investigate the importance of outcome quality and customer delight in the fitness industry.

Journal

International Journal of Sports Marketing and SponsorshipEmerald Publishing

Published: Aug 12, 2019

Keywords: Positive emotions; Loyalty; Cumulative experiences; Fitness centre; Participant sport services

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