Resumo

GARCIA, Jerónimo; BERNAL, Ainara; LARA, Alejandro  e  GALAN, Pablo. Influence of perceived service quality on loyalty among elderly users of public fitness centres. Escritos de Psicología [online]. 2013, vol.6, n.2, pp.26-34. ISSN 1989-3809.  https://dx.doi.org/10.5231/psy.writ.2013.2206.

Nowadays, there is an increasing number of elderly people attending sports centres leading to interest in the evaluation of perceived quality due to its impact on loyalty. Thus, the objectives of this study/survey were to determine perceived quality and customer loyalty among users older than 55 years old attending public fitness centres, to analyze whether there were significant differences between users, and to examine if perceived quality influenced customer loyalty. We used a sample of 610 users of public fitness centres (406 women and 204 men), performing exploratory factor analysis, reliability analysis, t-test and one-way ANOVA, and linear regression. The results show reliable and valid scales of service quality (employees, programs, and facilities) and loyalty. Significant differences were found in the employees and facilities dimensions regarding gender, age, and educational background and in the programs dimension regarding gender, educational background, marital status, and duration of the practice session. A positive influence was found between quality and customer loyalty. These findings suggest the importance of good quality management.

Palavras-chave : Service Quality; Loyalty; Fitness centres; elderly people.

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