The use of fitness apps on customer satisfaction and retention: the fitness centres context

The objective of this study is to analyse the use of fitness centre apps and its influence on customer satisfaction and retention. In this sense, three studies were conducted, one systematic review and two cross-sectional, quantitative studies. The systematic review was carried out using the PRISMA...

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Detalhes bibliográficos
Autor: Ludovino Ferreira Barbosa, Helena Isabel
Formato: tesis doctoral
Estado:Versión publicada
Fecha de publicación:2021
País:España
Recursos:Universidad de Sevilla (US)
Repositorio:idUS. Depósito de Investigación de la Universidad de Sevilla
OAI Identifier:oai:idus.us.es:11441/129965
Acesso em linha:https://hdl.handle.net/11441/129965
Access Level:acceso abierto
Palavra-chave:Fitness app
fitness centres
health clubs
consumer
UTAUT2
PLS-SEM
Multi-group analysis (MGA)
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spelling The use of fitness apps on customer satisfaction and retention: the fitness centres contextLudovino Ferreira Barbosa, Helena IsabelFitness appfitness centreshealth clubsconsumerUTAUT2PLS-SEMMulti-group analysis (MGA)The objective of this study is to analyse the use of fitness centre apps and its influence on customer satisfaction and retention. In this sense, three studies were conducted, one systematic review and two cross-sectional, quantitative studies. The systematic review was carried out using the PRISMA method. The other two studies used the extended unified theory of acceptance and use of technology (UTAUT2) as a base model. All hypothesised relationships used partial least squares structural equation modelling (PLS-SEM), with data from 1,678 fitness customers from Portugal. The results highlighted the importance of the study of technologies in customer retention. The results also support the ability of UTAUT2 in predicting the customer´s intention to use the fitness centre and that the use varies according to customer characteristics. Behavioural intentions are positively related both to the use behaviour of the fitness centre app and to customer overall satisfaction. The suggested that fitness centres invest in the use of a good application, since their use is related to customer overall satisfaction and, thus, indirectly with retention, which benefits the fitness centres.Cepeda-Carrión, GabrielGarcía Fernández, JerónimoAdministración de Empresas y MarketingEducación Física y Deporte2021info:eu-repo/semantics/doctoralThesisinfo:eu-repo/semantics/publishedVersionapplication/pdfapplication/pdfhttps://hdl.handle.net/11441/129965reponame:idUS. Depósito de Investigación de la Universidad de Sevillainstname:Universidad de Sevilla (US)Inglésinfo:eu-repo/semantics/openAccessoai:idus.us.es:11441/1299652026-06-17T12:51:07Z
dc.title.none.fl_str_mv The use of fitness apps on customer satisfaction and retention: the fitness centres context
title The use of fitness apps on customer satisfaction and retention: the fitness centres context
spellingShingle The use of fitness apps on customer satisfaction and retention: the fitness centres context
Ludovino Ferreira Barbosa, Helena Isabel
Fitness app
fitness centres
health clubs
consumer
UTAUT2
PLS-SEM
Multi-group analysis (MGA)
title_short The use of fitness apps on customer satisfaction and retention: the fitness centres context
title_full The use of fitness apps on customer satisfaction and retention: the fitness centres context
title_fullStr The use of fitness apps on customer satisfaction and retention: the fitness centres context
title_full_unstemmed The use of fitness apps on customer satisfaction and retention: the fitness centres context
title_sort The use of fitness apps on customer satisfaction and retention: the fitness centres context
dc.creator.none.fl_str_mv Ludovino Ferreira Barbosa, Helena Isabel
author Ludovino Ferreira Barbosa, Helena Isabel
author_facet Ludovino Ferreira Barbosa, Helena Isabel
author_role author
dc.contributor.none.fl_str_mv Cepeda-Carrión, Gabriel
García Fernández, Jerónimo
Administración de Empresas y Marketing
Educación Física y Deporte
dc.subject.none.fl_str_mv Fitness app
fitness centres
health clubs
consumer
UTAUT2
PLS-SEM
Multi-group analysis (MGA)
topic Fitness app
fitness centres
health clubs
consumer
UTAUT2
PLS-SEM
Multi-group analysis (MGA)
description The objective of this study is to analyse the use of fitness centre apps and its influence on customer satisfaction and retention. In this sense, three studies were conducted, one systematic review and two cross-sectional, quantitative studies. The systematic review was carried out using the PRISMA method. The other two studies used the extended unified theory of acceptance and use of technology (UTAUT2) as a base model. All hypothesised relationships used partial least squares structural equation modelling (PLS-SEM), with data from 1,678 fitness customers from Portugal. The results highlighted the importance of the study of technologies in customer retention. The results also support the ability of UTAUT2 in predicting the customer´s intention to use the fitness centre and that the use varies according to customer characteristics. Behavioural intentions are positively related both to the use behaviour of the fitness centre app and to customer overall satisfaction. The suggested that fitness centres invest in the use of a good application, since their use is related to customer overall satisfaction and, thus, indirectly with retention, which benefits the fitness centres.
publishDate 2021
dc.date.none.fl_str_mv 2021
dc.type.none.fl_str_mv info:eu-repo/semantics/doctoralThesis
info:eu-repo/semantics/publishedVersion
format doctoralThesis
status_str publishedVersion
dc.identifier.none.fl_str_mv https://hdl.handle.net/11441/129965
url https://hdl.handle.net/11441/129965
dc.language.none.fl_str_mv Inglés
language_invalid_str_mv Inglés
dc.rights.none.fl_str_mv info:eu-repo/semantics/openAccess
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
application/pdf
dc.source.none.fl_str_mv reponame:idUS. Depósito de Investigación de la Universidad de Sevilla
instname:Universidad de Sevilla (US)
instname_str Universidad de Sevilla (US)
reponame_str idUS. Depósito de Investigación de la Universidad de Sevilla
collection idUS. Depósito de Investigación de la Universidad de Sevilla
repository.name.fl_str_mv
repository.mail.fl_str_mv
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score 15.198674

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