European Journal of Service Management

Wcześniej: Zeszyty Naukowe Uniwersytetu Szczecińskiego. Service Management

ISSN: 2450-8535     eISSN: 2353-2858     DOI: 10.18276/ejsm.2017.22-04
CC BY-SA   Open Access 

Lista wydań / Vol. 22, 2/2017
Service Satisfaction and Sport Consumption in The Fitness Center in Warsaw

Rok wydania:2017
Liczba stron:7 (31-37)
Klasyfikacja JEL: D10 I10 M30 M31
Słowa kluczowe: satisfaction service fitness club sports consumption
Cited-by (Crossref) ?:
Autorzy: Sylwia Gocłowska
Józef Piłsudski University of Physical Education in Warsaw

Monika Piątkowska
Józef Piłsudski University of Physical Education in Warsaw

Informacje dodatkowe



The aim of this research is to determine which factors of consumers’ sport consumption behaviour have an impact on service satisfaction. The survey was conducted on 76 clients of a selected fitness club in Warsaw. The questionnaire comprised 7 areas of the club’s functioning, measured with respect to two dimensions: service satisfaction and the significance of the tested parameters. Statistical analysis was performed in order to investigate the relationship between sports consumption and satisfaction level. Data analysis confirms a correlation in several parameters between consumer consumption and satisfaction (parameters: number of sports activities to choose r=0.264, p<0.05; benefits of having a loyalty card r=0.279, p<0.05) as well as significance (parameters: terms of payment r=0.246, p<0.05; club location r=-0.234, p<0.05). The results are significant from the standpoint of the management of fitness clubs as they provide a better understanding of consumer satisfaction factors.
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