A comparison of service evaluation models in the context of sport and fitness centres in Greece

Abstract

The present study examines three competing models to clarify the relative role of antecedents to behavioural intentions in sport and fitness centres. In other sport and fitness research, there is some variability in respect to the relative influence on loyalty measures of such antecedents as service quality, value and satisfaction. Results of the present study support a satisfaction model with satisfaction as a mediator between both service quality and value and behavioural intentions. The satisfaction model was deemed superior to a value model and a comprehensive model. Recommendations are for future research to examine more comprehensive models in sport and fitness contexts to include a wider range of antecedents to explain the variance in global satisfaction and its influence on a range of loyalty measures additional to behavioural intentions.

Keywords:

• service quality
• satisfaction
• value
• behavioural intentions
• sport
• fitness