Quality, Satisfaction and Customers’ Future Intention: The Case of Hotels’ Fitness Centers in Cyprus
Journal
Journal of quality assurance in hospitality & tourism
Date Issued
January 2, 2017
DOI
10.1080/1528008X.2015.1133366
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.
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.