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Consolidation, Stages of Change, and Loyalty among Users of Public Sports and Health Services Aged 12–16

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  • Antonio Fernández-Martínez

    (Department of Sports and Computer Science, Pablo de Olavide University, Crta. de Utrera, Km1, 41013 Seville, Spain)

  • Luis Alberto Dueñas-Dorado

    (Faculty of Sports Organisation, Universidad Autónoma de Nuevo Leon (Mexico), Cd. Universitaria, s/n, San Nicolás de los Garza 66455, N.L., Mexico)

  • María Rosario Teva-Villén

    (Department of Sports and Computer Science, Pablo de Olavide University, Crta. de Utrera, Km1, 41013 Seville, Spain)

  • Alberto Nuviala

    (Department of Sports and Computer Science, Pablo de Olavide University, Crta. de Utrera, Km1, 41013 Seville, Spain)

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.

Suggested Citation

  • Antonio Fernández-Martínez & Luis Alberto Dueñas-Dorado & María Rosario Teva-Villén & Alberto Nuviala, 2021. "Consolidation, Stages of Change, and Loyalty among Users of Public Sports and Health Services Aged 12–16," IJERPH, MDPI, vol. 18(19), pages 1-15, September.
    • Handle: RePEc:gam:jijerp:v:18:y:2021:i:19:p:10113-:d:643600
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    References listed on IDEAS

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    1. Raquel Pérez-Ordás & Mónica Aznar Cebamanos & Román Nuviala & Alberto Nuviala, 2019. "Evaluation of Extracurricular Sports Activities as an Educational Element for Sustainable Development in Educational Institutions," Sustainability, MDPI, vol. 11(12), pages 1-13, June.
    2. Gary Howat & Guy Assaker, 2013. "The hierarchical effects of perceived quality on perceived value, satisfaction, and loyalty: Empirical results from public, outdoor aquatic centres in Australia," Sport Management Review, Taylor & Francis Journals, vol. 16(3), pages 268-284, July.
    3. Antonio Fernández-Martínez & Raquel Pérez-Ordás & Román Nuviala & Mónica Aznar & Ana María Porcel-Gálvez & Alberto Nuviala, 2020. "Communication as a Strategy to Promote Sports and Health Activities Designed for Adolescents," IJERPH, MDPI, vol. 17(13), pages 1-13, July.
    4. Pedro Cuesta-Valiño & Pablo Gutiérrez-Rodríguez & Cristina Loranca-Valle, 2021. "Sustainable Management of Sports Federations: The Indirect Effects of Perceived Service on Member’s Loyalty," Sustainability, MDPI, vol. 13(2), pages 1-24, January.
    5. Antonio Fernández-Martínez & Mónica Haro-González & Román Nuviala & Raquel Pérez-Ordás & Alberto Nuviala, 2020. "Women and Physical Activity in Fitness Centres. Analysis of Future Intentions and Their Relationship with Age," IJERPH, MDPI, vol. 17(15), pages 1-15, July.
    6. Terry Guirado & Camille Chambonnière & Jean-Philippe Chaput & Lore Metz & David Thivel & Martine Duclos, 2021. "Effects of Classroom Active Desks on Children and Adolescents’ Physical Activity, Sedentary Behavior, Academic Achievements and Overall Health: A Systematic Review," IJERPH, MDPI, vol. 18(6), pages 1-31, March.
    7. Meesala, Appalayya & Paul, Justin, 2018. "Service quality, consumer satisfaction and loyalty in hospitals: Thinking for the future," Journal of Retailing and Consumer Services, Elsevier, vol. 40(C), pages 261-269.
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