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

Authors: Nirmalya Bandyopadhyay

Addresses: Jaipuria Institute of Management, A-32, Sector 62, Opposite IBM, Noida, Uttar Pradesh 201309, India

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.

Keywords: loyalty; customer satisfaction; service quality perception.

DOI: 10.1504/IJBEX.2018.093875

International Journal of Business Excellence, 2018 Vol.15 No.4, pp.520 - 535

Received: 26 Aug 2016
Accepted: 07 May 2017
Published online: 08 Aug 2018 *

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