ABSTRACT
There are two main lines of inquiry in the literature on adherence and/or loyalty to the practice of physical activity and to health services: one focuses on the impact of perceived quality of sports and health services and satisfaction with these services on user loyalty, while the other concludes that users with more self-determined motivation at more advanced stages of physical activity display higher levels of physical activity and greater intentions to continue this activity. The objective of this study is to ascertain the impact of different dimensions of sports service quality on satisfaction and loyalty among users aged 12 to 16 years old and to identify any differences between adolescent users at more and less consolidated stages of physical activity. A total of 1717 minors with a mean age of 13.83 ± 1.32 years who practise organised physical activity at public sports centres in Nuevo León (Mexico), 51.5% of whom were boys, participated in the study. The model of structural equations linking quality, satisfaction, and loyalty displayed adequate indices. The results showed that the staff, specific activity, and user satisfaction are predictors of loyalty. Significant differences were only found between minors at consolidated and non-consolidated stages of physical activity in the relationship between service personnel and loyalty. In conclusion, human resources and their deployment are predictive of loyalty towards sports and health services among adolescents.
Subject(s)
Sports , Transtheoretical Model , Adolescent , Child , Exercise , Health Services , Humans , Male , Patient SatisfactionABSTRACT
La fidelización de usuarios en cualquier tipo de organización es un tema transcendente por la cascada de beneficios que se producen al incrementarla. Las organizaciones deportivas no son ajenas a esta realidad. El objetivo de este estudio fue adaptar y validar una escala de intenciones futuras de comportamiento a servicios deportivos. Para la validación de la misma, se utilizó una muestra compuesta por 2181 usuarios. Se realizó un análisis factorial confirmatorio precedido del exploratorio. Se calculó la fiabilidad del instrumento resultante y su validez discriminante. Los resultados permiten afirmar que se dispone de una herramienta válida y fiable compuesta por tres dimensiones y diez ítems, capaz de conocer las intenciones futuras de comportamiento de usuarios de servicios deportivos.
Customer loyalty, inside any organization, is transcendental because of the reported income it delivers. Sport business is no exception. This research's goal was to set up and validate a scale of future intentions of behaviour in sport services. A sample of 2181 users was used in order to validate this scale. Factorial exploratory and then confirmatory analyses were made. Reliability and discriminatory validity of the resulting tool were calculated. Results show a reliable and valid tool with three dimensions and ten items, able to determine future intentions of behaviour of sport services customers.
