Las experiencias de servicio en clientes mayores de 50 años y su influencia en la lealtad en centros de fitness privados

• Garcia Fernández, J. ^[1] ; Sañudo Corrales, B. ^[1]
  1. [1] Universidad de Sevilla

     Universidad de Sevilla

     Sevilla, España

     
• Localización: Kronos: revista universitaria de la actividad física y el deporte, ISSN 1579-5225, Vol. 12, Nº. 1, 2013, págs. 74-83
• Idioma: español
• Títulos paralelos:
  • Service experiences in customers over 50 years old and its influence on loyalty in private fitness centers
• Enlaces
  • Texto completo
• Dialnet Métricas: 3 Citas
• Resumen
  • español

    Las experiencias de servicio en este momento son la base del negocio en las organizaciones debido a su influencia en la satisfacción y la fidelidad de los clientes. No obstante, las evidencias sobre estos conceptos en la literatura científica son escasas. Este estudio examina las experiencias de servicio y su relación con la fidelidad del cliente en usuarios de centros de fitness privados mayores de 50 años. La muestra se compuso por 378 clientes (183 mujeres y 195 hombres) de los cuales 229 tenían entre 51 y 60 años de edad. Los resultados muestran escalas válidas y fiables de experiencias de servicio y de fidelidad del cliente. Igualmente reflejan que la lealtad del usuario estuvo marcada por la experiencia percibida en la instalación deportiva, obteniéndose una fuerte relación entre ambas variables. Estos resultados aportan un conocimiento decisorio en la gestión de los centros de fitness, orientando a los responsables de estas organizaciones sobre la necesidad de diseñar y proponer espacios y servicios que repercutan en emociones placenteras de los clientes, incidiendo positivamente en la mejora de su fidelidad.

  • English

    Service experiences at this time are one of the main cornerstones of the business in many organizations due to its influence on customer satisfaction and customer loyalty. However, the evidence on these concepts in the literature is scarce. This study examines the service experiences and its relationship with customer loyalty in private fitness centers. The sample was composed by 378 clients (183 women and 195 men) of which 229 were between 51 and 60 years old. The results show valid and reliable scales for service experiences and customer loyalty. It can also be seen how the user´ loyalty was marked by the service experience in the sport facility with a strong relationship reported between the two variables. These results provide decisive knowledge in the management of fitness centers, guiding the managers of these organizations on the need to design and propose areas and services that impact customer´ emotions which may have a positive effect on their loyalty.

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