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



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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