Revista Intercontinental de Gestão Desportiva - RIGD (Intercontinental Journal of Sport Management) ISSN 2237-3373
https://app.periodikos.com.br/journal/rigd/article/doi/10.51995/2237-3373.v13i3e110065

Revista Intercontinental de Gestão Desportiva - RIGD (Intercontinental Journal of Sport Management) ISSN 2237-3373

Review

Quality of service in gyms - fitness centers: literature review

Jorge Mario Rondón Herrán, Victor Alfonso Ortiz Villavicencio

Downloads: 24
Views: 557

Abstract

The aim of this article was to compile updated and systematized scientific literature on the quality of service in gyms - fitness centers. For this purpose, a thorough Boolean search was carried out, using keywords such as service quality, gyms - fitness centers, satisfaction, perceived value in various databases: EbscoHost, Scopus, Redalyc, Dialnet, DOAJ, Physical Therapy & Sports Medicine, ProQuest, Sport Discus and Google Scholar. Subsequently, a total of 13266 articles were found, of which 4846 were eliminated and the remaining articles were filtered according to the inclusion and exclusion criteria, obtaining 50 articles plus 10 official reports from national and international sports institutions. Ten articles were then selected to answer the questions and objectives of this study, finally using a total of 60 documents. Consequently, the information analyzed made it possible to identify which aspects are connected to a higher perceived value by members and, therefore, to a better quality of service: equipment and environments in good condition, trained instructors, economic offers, safety, diverse training programs and accessible schedules. Therefore, it is recommended that gyms - fitness centers create a positive social environment between their facilities and their members, offering quality services based on the characteristics and requirements of the members, thus obtaining satisfied, loyal, committed and committed users with a high perceived value, generating in return, re-registration of members, new customers and a higher economic income.

Keywords

Service quality, Gym - fitness center, Sports setting, Perceived value, Satisfaction

References

Aldana, J., & Piña, J. (2017). Calidad del servicio prestado al cliente por los instructores de gimnasios. Revista Arbitrada Interdisciplinaria Koinonía, 2(3), 172–197. https://www.redalyc.org/articulo.oa? id=576866904006

Alguacil, M., Núñez-Pomar, J., Pérez-Campos, C., & Prado-Gascó, V. (2019). Perceived value, satisfaction and future intentions in sport services: Putting congruence and brand trust in the equation–linear models vs QCA. Academia Revista Latinoamericana de Administración, 32(4), 566–579. https://doi.org/https://doi.org/10.1108/ARLA -04-2019-0099

Alves, A., Barbosa, H., & Loureiro, V. (2019). Calidad y satisfacción en gimnasios y health clubs. Materiales Para La Historia Del Deporte, 18, 115–121. https://dialnet.unirioja.es/servlet/articulo? codigo=6834109

Batista, Y., Barros, M., Rodrigues, V., De Queiroz, C., & Sarmento, J. (2021). Determinantes da satisfação e comportamento positivo de clientes em academias fitness. Motricidade, 17(2), 140– 147. https://doi.org/https://doi.org/10.6063/motrici dade.20570

Behnam, M., Sato, M., & Baker, B. (2021). The role of consumer engagement in behavioral loyalty through value cocreation in fitness clubs. Sport Management Review, 24(4), 567–593. https://doi.org/https://doi.org/10.1080/14413 523.2021.1880772

Calesco, V., & Both, J. (2019). Escala de avaliação da qualidade dos serviços prestados por academias de ginástica (QUASPA). Journal of Physical Education and Sport, 31(1). 13 Rondón & Ortiz 2023, Vol. 13, n. 3, e110065 https://doi.org/https://doi.org/10.4025/jphyse duc.v29i1.3011.

Calesco, V., & Both, J. (2021). Qualidade dos serviços prestados pelas academias de ginástica. Retos. Nuevas Tendencias En Educación Física, Deporte y Recreación, 39, 18–23. https://doi.org/https://doi.org/10.47197/retos. v0i39.77659

Casterad, J., Estrada, N., Sanz, G., Simón, J., & Roso, A. (2019). The Fitness Centres of the City of Zaragoza. Apunts. Educación Física y Deportes, 135, 118–136. https://doi.org/https://dx.doi.org/10.5672/apu nts.2014-0983.es.(2019/1).135.08

Choi, E., & Kim, S. (2013). The study of the impact of perceived quality and value of social enterprises on customer satisfaction and re-purchase intention. International Journal of Smart Home, 7(1), 239–252. https://gvpress.com/journals/IJSH/vol7_no1/ 22.pdf

Clavel, I., García, J., Iglesias, E., Felipe, J., & Gallardo, L. (2018). Prediction of abandonment in Spanish fitness centres. European Journal of Sport Science, 19(2), 217–224. https://doi.org/https://doi.org/10.1080/17461 391.2018.1510036

de Azevedo, R. (2020). Estratégias para aumentar captação, retenção e diminuir a evasão de Clientes em Academias. Revista Intercontinental de Gestão Desportiva, 10(3), 1–13. https://www.researchgate.net/publication/346 644288_Estrategias_para_aumentar_captacao _retencao_e_diminuir_a_evasao_de_Clientes _em_Academias_Strategies_to_increase_capt ure_retention_and_reduce_evasion_of_Custo mers_in_Gyms_Estrategias_para_aumentar_l a_c

de Farias, E., Mendes, L., Nascimento, M., & Morais, E. (2020). Relevance of service quality attributes in Fitness Centres in Rio de Janeiro: Comparing stakeholders’ perceptions. International Journal for Quality Research, 15(1), 329–352. https://doi.org/https://doi.org/10.24874/IJQR 15.01-19

de Souza-Dias, P., & Reis-Monteiro, P. (2020). Sports marketing and perceived value: An application of the conjoint analysis in the fan membership programs of football. BBR. Brazilian Business Review, 17(3), 253–274. https://doi.org/https://doi.org/10.15728/bbr.2 020.17.3.1

Deloitte. (2016). European Health & Fitness Market Report 2016. Deloitte. https://www2.deloitte.com/content/dam/Delo itte/de/Documents/consumer-business/SBEuropeActive and Deloitte. European Health and Fitness Market 2016_DE.pdf

Deloitte. (2019). European Health & Fitness Market Report 2019. https://www2.deloitte.com/content/dam/Delo itte/es/Documents/acerca-de-deloitte/ Deloitte-ES-TMT-European-Health-FitnessMarket-2019.pdf

Deloitte. (2021). European Health & Fitness Market Report 2021. https://www2.deloitte.com/content/dam/Delo itte/de/Documents/consumer-business/ European Health and Fitness Market_Reportauszug 2021.pdf

Deloitte. (2022). European Health & Fitness Market Report 2022. https://www2.deloitte.com/content/dam/Delo itte/de/Documents/consumer-business/ EHFMR_2022_Auszug_Report.pdf

Dian, M., & Tomoliyus, T. (2021). Factors Affecting Satisfaction and Loyalty of Health and Fitness Club Customers. KnE Publishing Platform, 2, 381–393. https://doi.org/https://doi.org/10.18502/kss.v 6i2.10002

Dias, C., Ferreira, A., Romao, A., & Fonseca, A. (2019). Examining the relationship between perceived service quality, satisfaction, and renewal intention in Portuguese fitness centers. Journal of Sport Psychology, 28(2), 49–58. https://eds.p.ebscohost.com/eds/pdfviewer/pd fviewer?vid=1&sid=1922cec5-9c43-4713- 9c6a-d530445f11aa%40redis

El Rafei, S., Nassereddine, M., Hammoud, A., & Olleik, A. (2020). Evaluación de la preparación de los gimnasios e instalaciones deportivas libanesas de acuerdo con ISO97.220 – Equipos e instalaciones deportivas. The Sport Journal, 1–8. https://web.p.ebscohost.com/ehost/detail/deta il?vid=0&sid=193353bc-452a-4a51-9e2f388c01bc474a %40redis&bdata=Jmxhbmc9ZXMmc2l0ZT1 laG9zdC1saXZl#AN=146599026&db=eue

Eskiler, E., & Altunışık, R. (2021). The Moderating Effect of Involvement in the Relationship Between Customer Behavioral Intentions and Its Antecedents. SAGE Open, 11(2). https://doi.org/https://doi.org/10.1177/21582 440211014495 

Espada, M., Jiménez, J., Remón, Á., & Santacruz, J. (2021). Spanish sport facilities: differences between public and private, and according to their business model. Retos. Nuevas Tendencias En Educación Física, Deporte y Recreación, 39, 38–45. https://doi.org/https://doi.org/10.47197/retos. v0i39.74842

Felix, R. (2017). Service quality and customer satisfaction in selected banks in Rwanda. Journal of Business & Financial Affairs, 6(1), 1–11. https://doi.org/https://doi.org/10.4172/2167- 0234.1000246

Ferreira-Barbosa, H., Barbosa, J., Sabino, B., & Loureiro, V. (2022). Determinants of service quality influencing customer satisfaction in fitness centers: A systematic review. European Journal of Human Movement, 49, 29–45. https://doi.org/https://doi.org/10.21134/eurjh m.2022.49.3

Foroughi, B., Iranmanesh, M., Gholipour, H., & Hyun, S. (2019). Examining relationships amongprocess quality, outcome quality,delight, satisfaction andbehavioural intentions in fitnesscentres in Malaysia. International Journal of Sports Marketing and Sponsorship, 20(1). https://doi.org/https://doi.org/10.1108/IJSMS -08-2018-0078

García, F., Pérez, C., García, J., Soto, A., & Aguado, S. (2021). Models of Sports Management in Fitness Centres. Influence of Sex, Age and Sport Frequency. Linear Models vs. Qualitative Comparative Analysis. Sustainability, 13(16), 1–11. https://doi.org/https:// doi.org/10.3390/su13168995

García, J., Gálvez, P., Sánchez, A., Fernández, J., Pitts, B., & Grimaldi, M. (2019). An analysis of new social fitness activities: loyalty in female and male CrossFit users. Sport in Society, 23(2), 204–221. https://doi.org/https://doi.org/10.1080/17430 437.2019.1625332

García, J., & Zamorano, S. (2018). El análisis Importancia - Valoración según género y permanencia: el caso de los centros de fitness. Materiales Para La Historia Del Deporte, 16, 24–35. https://doaj.org/article/a9e0f34439ac451d9eb 86431318298c2

Gola, M., Gaviraghi, L., Capasso, L., Cuda, A., D’Alessandro, D., Bertolini, C., Riboli, S., & Capolongo, S. (2019). Design and hygiene issues in sports facilities. A pilot study which investigates fitness centres by using a multidisciplinary tool. Ann Ist Super Sanita, 55(3), 224–232. https://doi.org/https://doi.org/10.4415/ANN_ 19_03_05

Gonçalves, C., Sousa, M., & Carvalho, M. (2019). Segmentation for retain at fitness centres: Contribution of service quality, expectations and satisfaction in the club. Motricidade, 15(1). https://doi.org/https://dx.doi.org/10.6063/mot ricidade.16967

International Health Racquet and Sportsclub Association (IHRSA). (2014). 2014 IHRSA profiles of success: The annual industry data survey of the health and fitness club industry. IHRSA.

International Health Racquet and Sportsclub Association (IHRSA). (2019). The 2019 IHRSA Global Report. IHRSA. https://es.ihrsa.org/publications/the-2019- ihrsa-global-report/

International Health Racquet and Sportsclub Association (IHRSA). (2022). The 2022 IHRSA Global Report. https://www.ihrsa.org/publications/the-2022- ihrsa-global-report/

International Health Racquet and Sportsclub Association (IHRSA) Latin American Report. (2018). Evolución, actualidad y futuro del sector de clubes y gimnasios (Segunda ed). IHRSA. https://mercadofitness.com/ihrsa/Informe_IH RSA_LATIN_REPORT-2ed.pdf

Kunkel, T., Doyle, J., & Berlin, A. (2017). Consumers’ perceived value of sport team games: A multidimensional approach. Journal of Sport Management, 31(1), 80–95. https://doi.org/https://doi.org/10.1123/jsm.20 16-0044

León, J., García, J., & Burillo, P. (2018). Prioridades en la gestión de Centros Fitness. Aplicación del análisis de Importancia – Valoración. Journal of Sports Economics & Management, 8(3), 116–136. https://eds.p.ebscohost.com/eds/detail/detail? vid=0&sid=26c755b1-d3fa-4392-bc2e8ed78ca9e09e %40redis&bdata=Jmxhbmc9ZXMmc2l0ZT1 lZHMtbGl2ZQ%3D %3D#AN=edsbas.CEC1CB79&db=edsbas

León, J., García, J., & Burillo, P. (2020a). Análisis de Importancia-Valoración (IPA) y Modelo Kano aplicados a centros fitness de la Comunidad de Madrid. Cultura, Ciencia y Deporte, 15(44), 223–234. 15 Rondón & Ortiz 2023, Vol. 13, n. 3, e110065 https://doi.org/https://doi.org/10.12800/ccd.v 15i44.1464

León, J., García, J., & Burillo, P. (2020b). Best Practices for Fitness Center Business Sustainability: A Qualitative Vision. Sustainability, 12(12), 1–17. https://doi.org/https://doi.org/10.3390/su1212 5067

León, J., García, J., & Burillo, P. (2020c). Service Perceptions in Fitness Centers: IPA Approach by Gender and Age. International Journal of Environmental Research and Public Health, 17(8), 1–10. https://doi.org/https://doi.org/10.3390/ijerph1 7082844

Li, X., & Petrick, J. (2010). Towards an Integrative Model of Loyalty Formation: The Role of Quality and Value. Leisure Sciences, 32(3), 201–221. https://doi.org/https://doi.org/10.1080/01490 401003709123

Li, Y., Kim, A., Liu, O., Mastromartino, B., Wang, Y., & Zhang, J. (2021). Impact of perceived value on behaviour intention of parent-child runners in a marathon event. Sport in Society, 24(10), 1–19. https://doi.org/https://doi.org/10.1080/17430 437.2021.1916246

Mehmet, F. (2018). Satisfaction Levels of Individuals Who Go to Fitness Centers. Universal Journal of Educational Research, 6(10), 2266–2270. https://doi.org/https://doi.org/10.13189/ujer.2 018.061025

Mosquera, D., Patiño, O., Sánchez, D., Agudelo, J., Ospina, D., & Bermúdez, J. (2019). Factores asociados a la calidad en el servicio en Centros de Acondicionamiento Físico a partir del modelo SERVQUAL. Revista CEA, 5(9), 13–32. https://doi.org/https://doi.org/10.22430/2422 3182.1253

Natus, S., Curth, M., Kerber, L., & Gonçalves, M. (2021). The Influence of Perceived Value on the construct “Word of Mouth” in Fitness Center. PODIUM Sport, Leisure and Tourism Review, 10(2), 139–159. https://doi.org/https://doi.org/10.5585/podiu m.v10i2.17190.

Ndayisenga, T. (2019). Effect of service quality and rates on satisfaction and loyalty of customer behavior at fitness. International Journal of Human Movement and Sports Sciences, 7(2), 25–32. https://doi.org/https://doi.org/10.13189/saj.20 19.070202

Ortega, J., Lourenço, F., González, S., & Campos, F. (2021). Estudio sobre la calidad percibida de los usuarios de fitness: a partir de sus características y preferencias según sexo y edad. Retos. Nuevas Tendencias En Educación Física, Deporte y Recreación, 39, 477–482. https://doi.org/https://doi.org/10.47197/retos. v0i39.80061

Peitzika, E., Chatzi, S., & Kissa, D. (2020). Service Quality Expectations in the Fitness Center Context: A Validation of the Expectations Component of the SERVQUAL Scale in Greece. Services Marketing Quarterly, 41(2), 89–104. https://doi.org/https://doi.org/10.1080/15332 969.2020.1742977

Policani, A., & Silva, T. (2018). Fitness Centers: What are the most important attributes in this sector? International Journal for Quality Research, 13(1), 177–192. https://doi.org/https://doi.org/10.24874/IJQR 13.01-11

Polyakova, O., & Ramchandan, G. (2020). Perceived service quality among regular users of gyms in publicsports centres in the UK. Managing Sport and Leisure. https://doi.org/https://doi.org/10.1080/23750 472.2020.1853594

Rita, P., Oliveira, T., & Farisa, A. (2019). The impact of e-service quality and customer satisfaction on customer behavior in online shopping. Heliyon, 5(10). https://doi.org/https://doi.org/10.1016/j.heliy on.2019.e02690

Sanabria, J., Silveira, Y., Pereira, L., & Rosero, M. (2020). Gestión de la confianza en Gimnasios deportivos. Retos. Nuevas Tendencias En Educación Física, Deporte y Recreación, 37, 100–107. https://doi.org/https://doi.org/10.47197/retos. v37i37.71000

Serdar, E. (2021). The relationship between perceived health outcomes of recreation, exercise dependence, and life satisfaction: A study with fitness center members. Baltic Journal of Health and Physical Activity, 1, 43–50. https://doi.org/https://doi.org/10.29359/BJHP A.2021.Suppl.1.05

Sevilmiş, A., Özdemir, İ., García-Fernández, J., & Zhang, J. (2022). Examining the Relationships Among Perceived Quality, Perceived Value, Customer Satisfaction, and Behavioral Intention in Turkish Fitness Centers. Physical Culture and Sport. Studies and Research, 96(1), 40–54. https://doi.org/https://doi.org/10.2478/pcssr2022-0018

Silva, A., Monteiro, D., & Sobreiro, P. (2019). Effects of sports participation and the perceived value of elite sport on subjective well-being. Sport in Society, 23(7), 1202– 1216. https://doi.org/https://doi.org/10.1080/17430 437.2019.1613376 Sistema Deportivo Nacional. (2011). Plan Nacional del Deporte 2011 - 2030. http://www.ipd.gob.pe/images/documentosdigitales/documentos-mapasitio/plannacional-deporte-2011-2030.pdf

United Nations Educational Scientific and Cultural Organization (UNESCO). (2015). International Charterof Physical Education, Physical Activity and Spor. http://portal.unesco.org/es/ev.phpURL_ID=13150&URL_DO=DO_TOPIC&U RL_SECTION=201.html

Varmus, M., Kubina, M., Koman, G., & Ferenc, P. (2018). Ensuring the Long-Term Sustainability Cooperation with Stakeholders of Sports Organizations in SLOVAKIA. Sustainability, 10(6), 1833. https://doi.org/https://doi.org/10.3390/su1006 1833

Vieira, E., & Ferreira, J. (2017). Strategic framework of fitness clubs based on quality dimensions: the blue ocean strategy approach. Total Quality Management and Business Excellence, 29(13), 1648–1667. https://doi.org/https://doi.org/10.1080/14783 363.2017.1290523

Yong, W., & Choi, K. (2018). Factors influencing choice when enrolling at a Fitness Center. Social Behavior and Personality, 46(6), 1043–1056. https://doi.org/https://doi.org/10.2224/sbp.71 04

Yu, H., Zhang, J., Kim, D., Chen, K., Henderson, C., Min, S., & Huang, H. (2014). Service quality, perceived value, customer satisfaction, and behavioral intention among fitness center members aged 60 years and over. Social Behavior and Personality: An International Journal, 42(5), 757–767. https://doi.org/https://doi.org/10.2224/sbp.20 14.42.5.757


Submitted date:
06/05/2023

Accepted date:
07/16/2023

64cc04bfa95395213d1ad6d5 rigd Articles
Links & Downloads

RIGD

Share this page
Page Sections