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The Relationships among Service Quality, Value, Satisfaction, and Future Intentions of Customers at an Australian Sports and Leisure Centre

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Abstract

The concept of value and its relationship to service quality, satisfaction and behavioural intentions was studied in a sample of 218 sports and leisure centre customers. Using structural equation modelling, this study focused on the role that value may play as a potentially significant mediating variable in the service quality --> satisfaction --> behavioural intentions chain. Findings indicated that value appears to play an important mediating role in satisfaction judgments of customers. This exploratory study is a step towards developing more comprehensive models to assist managers of sports and leisure centres to better understand the key drivers of satisfaction and customers' future purchase or visitation intentions.

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