Please use this identifier to cite or link to this item:
Title: Quality, Satisfaction and Customers’ Future Intention: The Case of Hotels’ Fitness Centers in Cyprus
Authors: Zopiatis, Anastasios 
Theocharous, Antonis L. 
Constanti, Panayiotis 
Tjiapouras, Lambros 
Keywords: Behavioral intention;Fitness centers;Quality;Satisfaction;Structural Equation Modeling (SEM)
Category: Economics and Business
Field: Social Sciences
Issue Date: 2017
Publisher: Taylor & Francis
Source: Journal of quality assurance in hospitality & tourism, 2017, Volume 18, Issue 1, Pages 1-24
Abstract: ABSTRACT In an era of fierce competition, financial hardship, and volatile customer expectations the hospitality industry is seeking out new revenue centers that can both enrich the customer experience, and contribute to financial success. Capturing the attention of the industry, fitness centers have become a fundamental component of the contemporary hospitality experience with numerous strategic, operational and tactical implications. Responding to the need for further empirical investigation, the study, by adopting a quantitative methodology, holistically investigates quality, satisfaction, and behavioral intention in fitness centers currently operating in upscale hospitality establishments in Cyprus. Findings suggest that satisfaction with the provision of fitness services in hotels is primarily associated with the dimensions of employee behavior and workout facilities. Moreover, workout facilities was the only quality dimension which was significantly associated with the respondents’ intention to renew their membership, whereas a strong relationship between satisfaction and future intention was substantiated.
ISSN: 1528-008X
1528-0098 (Online)
Rights: © 2016 Taylor & Francis
Type: Article
Appears in Collections:Άρθρα/Articles

Show full item record


checked on Apr 28, 2018

Page view(s)

Last Week
Last month
checked on Mar 29, 2020

Google ScholarTM


Items in DSpace are protected by copyright, with all rights reserved, unless otherwise indicated.