La relación entre la experiencia de servicio, el valor percibido y las intenciones de comportamiento en clientes de actividades dirigidas

Abstract

Service experience, Perceived value, Behavioural intentions, Fitness centres, Group fitness class, Virtual fitness class. ABSTRACT: Understanding the importance of the customer perception during the experience in the fitness centre is fundamental to comprehend behavioural intentions for fitness centre managers. This study attempts to understand how important and necessary is consumer's assessment of service experience, perceived value, and behavioural intention, and the relationships among theses variables into group fitness class (GFC), and Virtual fitness class (VFC). Data was collected from 1.943 customers. The confirmatory factor analysis indicated an adequate goodness-of-fit-indexes for the model obtained. Structural equation modeling analysis revealed the positive and significant effect of service experience on customers' perceived value and behavioural intention, but results show that perceived value has poor fit on behavioural intentions. The overall customer's perception of GFC and VFC can be a focus for fitness centre's managers aiming to improve fimess service supply related to new technologies in the fitness industry to increase intentions to repurchase.