Quality and satisfaction in gymnasiums & health clubs

Abstract

Satisfaction and service quality are indirectly related to retention. Thus, it is considered of extreme importance that gymnasium managers understand the members’ perception of quality, once it is translated by the evaluation or attitude of the service that is intended to be loyal. The purpose of this study was to analyse the influence of service quality on the overall satisfaction of members at gymnasiums. The sample was composed by 172 members of a gymnasium in Beja, Alentejo-Portugal. It was applied a questionnaire with 5 factors: gymnasium quality and image perception; purchase and communication intent; complaint behaviour; price sensitivity and tendency to change; price perception and, finally, overall satisfaction of the members. The chi-square test (p <0.05) was used. The results showed that most of the members are "very satisfied" with the gymnasium, and no significant differences between gender, age, academic qualifications and independent variables were found. However, significant differences were found (p <0.01) revealing a positive association between high satisfaction with quality of equipment, quality-price and quality of services, and high overall satisfaction of members. Thus, it is possible to conclude that perceived quality is strongly related to high satisfaction of members.