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Service Perceptions in Fitness Centers: IPA Approach by Gender and Age

Author

Listed:
  • Jairo León-Quismondo

    (Faculty of Sport Sciences, Universidad Europea de Madrid, 28670 Madrid, Spain)

  • Jorge García-Unanue

    (IGOID Research Group, Department of Physical Activity and Sport Sciences, University of Castilla-La Mancha, 45071 Toledo, Spain)

  • Pablo Burillo

    (Faculty of Sport Sciences, Universidad Europea de Madrid, 28670 Madrid, Spain)

Abstract

Background: The number of fitness practitioners has increased in the last decades. A deeper understanding of user perceptions is required for better service design. Methods: An importance-performance analysis (IPA) and correlational analysis were performed on a sample of 414 members (173 women and 241 men) with a mean age of 32.33 years (SD = 11.50) and recruited from 25 fitness centers of Community of Madrid, Spain. Results: The results show that women’s levels of importance and performance are higher than men in most of the service attributes. Women also correlate with a higher priority than men in core elements of the service, such as the variety and number of activities, personal training and fitness service quality. Female members feel more attracted by services like swimming pools and other peripheral services, like a welcome pack and medical or physiotherapist service. According to age, older members feel less satisfied than young users with the cleanliness of activity spaces and with the safety of lockers. Conclusions: Differences in perceptions by age and gender were identified among members of fitness centers. These results should be considered by private and public organizations to provide the best practices and tailored services for engaging more people in physical activity.

Suggested Citation

  • Jairo León-Quismondo & Jorge García-Unanue & Pablo Burillo, 2020. "Service Perceptions in Fitness Centers: IPA Approach by Gender and Age," IJERPH, MDPI, vol. 17(8), pages 1-10, April.
    • Handle: RePEc:gam:jijerp:v:17:y:2020:i:8:p:2844-:d:348209
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    References listed on IDEAS

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    1. Avourdiadou, Sevastia & Theodorakis, Nicholas D., 2014. "The development of loyalty among novice and experienced customers of sport and fitness centres," Sport Management Review, Elsevier, vol. 17(4), pages 419-431.
    2. Sevastia Avourdiadou & Nicholas D. Theodorakis, 2014. "The development of loyalty among novice and experienced customers of sport and fitness centres," Sport Management Review, Taylor & Francis Journals, vol. 17(4), pages 419-431, October.
    3. Manuel Jesús Baena-Arroyo & Jerónimo García-Fernández & Pablo Gálvez-Ruiz & Moisés Grimaldi-Puyana, 2020. "Analyzing Consumer Loyalty through Service Experience and Service Convenience: Differences between Instructor Fitness Classes and Virtual Fitness Classes," Sustainability, MDPI, vol. 12(3), pages 1-16, January.
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    Cited by:

    1. Jerónimo García-Fernández & Jesús Fernández-Gavira & Antonio Jesús Sánchez-Oliver & Pablo Gálvez-Ruíz & Moisés Grimaldi-Puyana & Gabriel Cepeda-Carrión, 2020. "Importance-Performance Matrix Analysis (IPMA) to Evaluate Servicescape Fitness Consumer by Gender and Age," IJERPH, MDPI, vol. 17(18), pages 1-19, September.
    2. Karen Kaijuan Xu & Kenny Kuanchou Chen & Euisoo Kim & Jerónimo García-Fernández & John Nauright & James J. Zhang, 2021. "Dimensions of Service Quality in Health-Fitness Clubs in China," IJERPH, MDPI, vol. 18(20), pages 1-17, October.
    3. Virginia Serrano-Gómez & Oscar García-García & Antonio Rial-Boubeta, 2023. "Using Importance–Performance Analysis (IPA) to Improve Golf Club Management: The Gap between Users and Managers’ Perceptions," Sustainability, MDPI, vol. 15(9), pages 1-12, April.
    4. Helene Nikolajsen & Louise Fleng Sandal & Carsten Bogh Juhl & Jens Troelsen & Birgit Juul-Kristensen, 2021. "Barriers to, and Facilitators of, Exercising in Fitness Centres among Adults with and without Physical Disabilities: A Scoping Review," IJERPH, MDPI, vol. 18(14), pages 1-32, July.
    5. Jairo León-Quismondo & José Bonal & Pablo Burillo & Álvaro Fernández-Luna, 2023. "How Can We Improve Running Events? The IPA4RE Questionnaire and Its Potential Impact on the Experience of Runners," IJERPH, MDPI, vol. 20(3), pages 1-12, January.
    6. Jairo León-Quismondo & José Bonal & Pablo Burillo & Álvaro Fernández-Luna, 2020. "Walkability and Fitness Center Prices, Opening Hours, and Extra Services: The Case of Madrid, Spain," IJERPH, MDPI, vol. 17(15), pages 1-10, August.

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