Sports consumers conformity behavior: expectations from online vs. offline personal training studios sessions

References

• Alam, M. M., & Abdurraheem, I. I. (2021). COVID-19 and the financial crisis in the sports sector around the world. Sport in Society, 1–14. https://doi.org/10.1080/17430437.2021.1979964
   Web of Science ®Google Scholar
• Alexandris, K., Zahariadis, P., Tsorbatzoudis, C., & Grouios, G. (2004). An empirical investigation of the relationships among service quality, customer satisfaction and psychological commitment in a health club context. European Sport Management Quarterly, 4(1), 36–52. https://doi.org/10.1080/16184740408737466
   Google Scholar
• Babakus, E., & Boller, G. W. (1992). An empirical assessment of the SERVQUAL scale. Journal of Business Research, 24(3), 253–268. https://doi.org/10.1016/0148-2963(92)90022-4
   Web of Science ®Google Scholar
• Baena-Arroyo, M. J., García-Fernández, J., Gálvez-Ruiz, P., & Grimaldi-Puyana, M. (2020). Analyzing consumer loyalty through service experience and service convenience: Differences between instructor fitness classes and virtual fitness classes. Sustainability, 12(3), 828. https://doi.org/10.3390/su12030828
   Web of Science ®Google Scholar
• Baker, D. A., & Crompton, J. L. (2000). Quality, satisfaction and behavioral intentions. Annals of Tourism Research, 27(3), 785–804. https://doi.org/10.1016/S0160-7383(99)00108-5
   Web of Science ®Google Scholar
• Bethlehem, J. (2010). Selection bias in web surveys. International Statistical Review, 78(2), 161–188. https://doi.org/10.1111/j.1751-5823.2010.00112.x
   Web of Science ®Google Scholar
• Bodet, G. (2012). Loyalty in sport participation services: An examination of the mediating role of psychological commitment. Journal of Sport Management, 26(1), 30–42. https://doi.org/10.1123/jsm.26.1.30
   Web of Science ®Google Scholar
• Brady, M. K., & Cronin, J. J., Jr. (2001). Some new thoughts on conceptualizing perceived service quality: A hierarchical approach. Journal of Marketing, 65(3), 34–49. https://doi.org/10.1509/jmkg.65.3.34.18334
   Web of Science ®Google Scholar
• Brady, M. K., Voorhees, C. M., Cronin, J. J., & Bourdeau, B. L. (2006). The good guys don’t always win: The effect of valence on service perceptions and consequences. Journal of Services Marketing, 20(2), 83–91. https://doi.org/10.1108/08876040610657011
   Google Scholar
• Brislin, R. W. (1970). Back-translation for cross-cultural research. Journal of Cross-Cultural Psychology, 1(3), 185–216. https://doi.org/10.1177/135910457000100301
   Web of Science ®Google Scholar
• Buell, R. W., Campbell, D., & Frei, F. X. (2016). How do customers respond to increased service quality competition? Manufacturing & Service Operations Management, 18(4), 585–607. https://doi.org/10.1287/msom.2016.0589
   Web of Science ®Google Scholar
• Calabuig-Moreno, F., Crespo-Hervas, J., Nunez-Pomar, J., Valantinė, I., & Staškevičiūtė-Butienė, I. (2016). Role of perceived value and emotions in the satisfaction and future intentions of spectators in sporting events. Inžinerinė ekonomika, 27(2), 221–229. https://doi.org/10.5755/j01.ee.27.2.12288
   Web of Science ®Google Scholar
• Carman, J. M. (1990). Consumer perceptions of service quality: An assessment of T. Journal of Retailing, 66(1), 33.
   Web of Science ®Google Scholar
• Chang, K., & Chelladurai, P. (2003). System-based quality dimensions in fitness services: Development of the scale of quality. The Service Industries Journal, 23(5), 65–83. https://doi.org/10.1080/02642060308565624
   Web of Science ®Google Scholar
• Chayomchai, D. A., & Chanarpas, M. (2021). The service quality management of the fitness center: The relationship among 5 aspects of service quality. International Journal of Current Science Research and Review, 4(06). https://doi.org/10.47191/ijcsrr/V4-i6-05
   Google Scholar
• Chelladurai, P., Scott, F. L., & Haywood-Farmer, J. (1987). Dimensions of fitness services: Development of a model. Journal of Sport Management, 1(2), 159–172. https://doi.org/10.1123/jsm.1.2.159
   Google Scholar
• Clemes, M. D., Brush, G. J., & Collins, M. J. (2011). Analysing the professional sport experience: A hierarchical approach. Sport Management Review, 14(4), 370–388. https://doi.org/10.1016/j.smr.2010.12.004
   Web of Science ®Google Scholar
• Crompton, J. L., & Mackay, K. J. (1989). Users’ perceptions of the relative importance of service quality dimensions in selected public recreation programs. Leisure Sciences, 11(4), 367–375. https://doi.org/10.1080/01490408909512233
   Google Scholar
• Dabholkar, P. A., Shepherd, C. D., & Thorpe, D. I. (2000). A comprehensive framework for service quality: An investigation of critical conceptual and measurement issues through a longitudinal study. Journal of Retailing, 76(2), 139–173. https://doi.org/10.1016/S0022-4359(00)00029-4
   Web of Science ®Google Scholar
• Dabholkar, P. A., Thorpe, D. I., & Rentz, J. O. (1996). A measure of service quality for retail stores: Scale development and validation. Journal of the Academy of Marketing Science, 24(1), 3. https://doi.org/10.1007/BF02893933
   Google Scholar
• Degeratu, A. M., Rangaswamy, A., & Wu, J. (2000). Consumer choice behavior in online and traditional supermarkets: The effects of brand name, price, and other search attributes. International Journal of Research in Marketing, 17(1), 55–78. https://doi.org/10.1016/S0167-8116(00)00005-7
   Web of Science ®Google Scholar
• Dolnicar, S., & Zare, S. (2020, March 18). Coronavirus and Airbnb – Disrupting the disruptor. https://doi.org/10.1016/j.annals.2020.102961
   Google Scholar
• Doorandish, A., Elahi, A., & Poorsoltani, H. (2016). The estimation of satisfaction & the intention of re attendance customers through service quality components in sport clubs: Study of body building clubs. Research in Sport Management and Motor Behavior, 6(11), 29–39.
   Google Scholar
• Dorai, S., & Varshney, S. (2012). A multistage behavioural and temporal analysis of CPV in RM. The Journal of Business and Industrial Marketing, 27(5), 403–411. https://doi.org/10.1108/08858621211236070
   Web of Science ®Google Scholar
• Fernandes, N. (2020). Economic effects of coronavirus outbreak (COVID-19) on the world economy (IESE Business School Paper No. WP-1240-E). Available at SSRN 3557504.
   Google Scholar
• Ferraz, N. D. A., Melo, F. J. C. D., Jerônimo, T. D. B., Albuquerque, A. P. G. D., & Medeiros, D. D. D. (2018). Evaluation of quality of service: Real case in the hotel fitness center. Revista brasileira de pesquisa em turismo, 12(1), 1–27. https://doi.org/10.7784/rbtur.v12i1.1360
   Google Scholar
• Foroughi, B., Iranmanesh, M., Gholipour, H. F., & Hyun, S. S. (2019). Examining relationships among process quality, outcome quality, delight, satisfaction and behavioural intentions in fitness centres in Malaysia. International Journal of Sports Marketing and Sponsorship, 20(3), 374–389. https://doi.org/10.1108/IJSMS-08-2018-0078
   Web of Science ®Google Scholar
• García-Fernández, J., Gálvez-Ruíz, P., Fernández-Gavira, J., Vélez-Colón, L., Pitts, B., & Bernal-García, A. (2018). The effects of service convenience and perceived quality on perceived value, satisfaction and loyalty in low-cost fitness centers. Sport Management Review, 21(3), 250–262. https://doi.org/10.1016/j.smr.2017.07.003
   Web of Science ®Google Scholar
• Garcia-Fernandez, J., Bernal-Garcia, A., Fernandez-Gavira, J., & Velez-Colon, L. (2014). Analysis of existing literature on management and marketing of the fitness centre industry. South African Journal for Research in Sport, Physical Education and Recreation, 36(3), 75–91.
   Web of Science ®Google Scholar
• Ghadiri, M., Fahiminezhad, A., Bagheri, H., & Tayebi, S. M. (2021). Market-retention in fitness centers: Identifying and ranking the factors affecting customer retention. Journal of New Studies in Sport Management, 2(1), 95–110. https://doi.org/10.22103/jnssm.2020.16749.1012
   Google Scholar
• Gonçalves, C., Meireles, P., & Carvalho, M. J. (2016). Consumer behaviour in fitness club: Study of the weekly frequency of use, expectations, satisfaction and retention. The Open Sports Sciences Journal, 9(1). https://doi.org/10.2174/1875399X01609010062
   Google Scholar
• Grönroos, C. (1994). Quo Vadis, marketing? Toward a relationship marketing paradigm. Journal of Marketing Management, 10(5), 347–360. https://doi.org/10.1080/0267257X.1994.9964283
   Google Scholar
• Hair, J. F., Ringle, C. M., & Sarstedt, M. (2011). PLS-SEM: Indeed a silver bullet. Journal of Marketing Theory and Practice, 19(2), 139–152. https://doi.org/10.2753/MTP1069-6679190202
   Google Scholar
• Holbrook, M. B. (1994). The nature of customer value: An axiology of services in the consumption experience. In R. Rust & R. L. Oliver (Eds.), Service quality: New directions in theory and practice (pp. 21–71). Sage.
   Google Scholar
• Hussein, S. (2007). Kesediaan Sekolah-sekolah Agama Islam di Selatan Thailand dalam Melaksanakan Jaminan Kualiti Pendidikan daripada Aspek Proses. Jurnal Pendidikan Malaysia (Malaysian Journal of Education), 32, 19–38.
   Google Scholar
• IHRSA global report. (2021). International health, Racquet & Sportsclub Association. https://www.ihrsa.org/publications/the-2021-ihrsa-global-report
   Google Scholar
• Jasinskas, E., Reklaitiene, D., & Svagzdiene, B. (2013). Evaluation of service quality in fitness centres. Transformations in Business & Economics, 12(1), 108–124.
   Web of Science ®Google Scholar
• Javed, S. A., & Ilyas, F. (2018). Service quality and satisfaction in healthcare sector of Pakistan—The patients’ expectations. International Journal of Health Care Quality Assurance, 31(6), 489–501. https://doi.org/10.1108/IJHCQA-08-2016-0110
   PubMedGoogle Scholar
• Johnson, E. J., & Payne, J. W. (1985). Effort and accuracy in choice. Management Science, 31(4), 395–414. https://doi.org/10.1287/mnsc.31.4.395
   Web of Science ®Google Scholar
• Jones, T., & Taylor, S. F. (2007). The conceptual domain of service loyalty: How many dimensions? Journal of Services Marketing, 21(1), 36–51. https://doi.org/10.1108/08876040710726284
   Google Scholar
• Kharlamov, A. (2020). Behavioral aspects of the new general data protection regulation: A consumer-centric approach to operations. In White L., Kunc M., Burger K., & Malpass J. (Eds.), Behavioral operational research (pp. 321–339). Cham: Palgrave Macmillan.
   Google Scholar
• Kim, D., & Kim, S. Y. (1995). QUESC: An instrument for assessing the service quality of sport centers in Korea. Journal of Sport Management, 9(2), 208–220. https://doi.org/10.1123/jsm.9.2.208
   Google Scholar
• Ko, Y. J., & Pastore, D. L. (2005). A hierarchial model of service quality for the recreational sport industry. Sport Marketing Quarterly, 14(2), 84–97.
   Google Scholar
• Koenig-Lewis, N., & Palmer, A. (2014). The effects of anticipatory emotions on service satisfaction and behavioral intention. Journal of Services Marketing, 28(6), 437–451. https://doi.org/10.1108/JSM-09-2013-0244
   Web of Science ®Google Scholar
• Koo, G. Y., Andrew, D. P., & Kim, S. (2008). Mediated relationships between the constituents of service quality and behavioural intentions: A study of women’s college basketball fans. International Journal of Sport Management and Marketing, 4(4), 390–411. https://doi.org/10.1504/IJSMM.2008.022378
   Google Scholar
• Kyle, G. T., Theodorakis, N. D., Karageorgiou, A., & Lafazani, M. (2010). The effect of service quality on customer loyalty within the context of ski resorts. Journal of Park and Recreation Administration, 28(1), 1–15.
   Google Scholar
• Lam, E. T., Zhang, J. J., & Jensen, B. E. (2005). Service quality assessment scale (SQAS): An instrument for evaluating service quality of health-fitness clubs. Measurement in Physical Education and Exercise Science, 9(2), 79–111. https://doi.org/10.1207/s15327841mpee0902_2
   Google Scholar
• Lee, H., & Heo, S. (2021). Benefits of leisure activities for the quality of life of older South Korean adults. Leisure Studies, 40(2), 199–211. https://doi.org/10.1080/02614367.2020.1820556
   Web of Science ®Google Scholar
• Lee, J. H., Kim, H. D., Ko, Y. J., & Sagas, M. (2011). The influence of service quality on satisfaction and intention: A gender segmentation strategy. Sport Management Review, 14(1), 54–63. https://doi.org/10.1016/j.smr.2010.02.002
   Web of Science ®Google Scholar
• Lee, K. F., Peretti, D., & Wu, P. S. (2020). An evolving leisure practice: Home climbing walls as a case. In Kono S., Beniwal A., Baweja P., & Spracklen K. (Eds.), Positive sociology of leisure (pp. 87–105). Palgrave Macmillan.
   Google Scholar
• Marandi, E., & Harris, J. (2010). The impact of perceived service provider empathy on customer loyalty: Some observations from the health and fitness sector. Managing Leisure, 15(3), 214–227. https://doi.org/10.1080/13606719.2010.483832
   Google Scholar
• Matić, R., Maksimović, N., Maksimović, B., Popović, S., Opsenica, S., & Tovilović, S. (2017). Quality of services in fitness centres: Importance of physical support and assisting staff. South African Journal for Research in Sport, Physical Education and Recreation, 39(3), 67–78.
   Web of Science ®Google Scholar
• Morris, D. (2020). Zoom meetings keep getting hacked. Here’s how to prevent ‘zoom bombing’ on your video chats. Fortune. https://fortune.com/2020/04/02/zoom-bombing-what-is-meeting-hacked-how-to-prevent-vulnerability-is-zoom-safe-video-chats/
   Google Scholar
• Msosa, S. K., & Govender, J. P. (2015). Exploring the relationship between service quality and customer satisfaction in postal financial services. Risk Governance & Control: Financial Markets & Institutions, 5(3), 186–193. https://doi.org/10.22495/rgcv5i3c2art4
   Google Scholar
• Murray, D., & Howat, G. (2002). The relationships among service quality, value, satisfaction, and future intentions of customers at an Australian sports and leisure centre. Sport Management Review, 5(1), 25–43. https://doi.org/10.1016/S1441-3523(02)70060-0
   Google Scholar
• Mutz, M., & Gerke, M. (2021). Sport and exercise in times of self-quarantine: How Germans changed their behaviour at the beginning of the COVID-19 pandemic. International Review for the Sociology of Sport, 56(3), 305–316. https://doi.org/10.1177/1012690220934335
   Web of Science ®Google Scholar
• Mutz, M., Reimers, A. K., & Demetriou, Y. (2021). Leisure time sports activities and life satisfaction: Deeper insights based on a representative survey from Germany. Applied Research in Quality of Life, 16(5), 2155–2171. https://doi.org/10.1007/s11482-020-09866-7
   Web of Science ®Google Scholar
• Muzahid, A. M., & Noorjahan, P. (2009). Impact of service quality. Trust, customer satisfaction on customer loyalty. ABAC Journal, 29(1), 24–38.
   Google Scholar
• Nadiri, H., Hussain, K., Ekiz, E. H., & Erdoğan, Ş. (2008). An investigation on the factors influencing passengers’ loyalty in the North Cyprus national airline. The TQM Journal, 20(3), 265–280. https://doi.org/10.1108/17542730810867272
   Google Scholar
• Naik, C. K., Gantasala, S. B., & Prabhakar, G. V. (2010). Service quality (SERVQUAL) and its effect on customer satisfaction in retailing. European Journal of Social Sciences, 16(2), 231–243.
   Google Scholar
• Najafzadeh, M. R., & Shiri, F. (2015). The relationship between service quality and perceived value with customer loyalty and aerobic fitness clubs in Tabriz. International Journal of Physical Education, Sports and Health, 1(6), 69–73.
   Google Scholar
• Neupane, R., & Devkota, M. (2017). Evaluation of the impacts of service quality dimensions on patient/customer satisfaction: A study of private hospitals in Nepal. International Journal of Social Sciences and Management, 4(3), 165–176. https://doi.org/10.3126/ijssm.v4i3.17520
   Google Scholar
• Nuviala, A., Grao-Cruces, A., Pérez-Turpin, J. A., & Nuviala, R. (2012). Perceived service quality, perceived value and satisfaction in groups of users of sports organizations in Spain. Kinesiology, 44(1), 94–103.
   Web of Science ®Google Scholar
• O’Connor, S. J., Trinh, H. Q., & Shewchuk, R. M. (2000). Perceptual gaps in understanding patient expectations for health care service quality. Health Care Management Review, 25(2), 7–23. https://doi.org/10.1097/00004010-200004000-00002
   PubMed Web of Science ®Google Scholar
• Oliver, C. (1997). Sustainable competitive advantage: Combining institutional and resource-based views. Strategic Management Journal, 18(9), 697–713. https://doi.org/10.1002/(SICI)1097-0266(199710)18:9<697::AID-SMJ909>3.0.CO;2-C
   Web of Science ®Google Scholar
• Olorunniwo, F., Hsu, M. K., & Udo, G. J. (2006). Service quality, customer satisfaction, and behavioral intentions in the service factory. Journal of Services Marketing, 20(1), 59–72. https://doi.org/10.1108/08876040610646581
   Google Scholar
• Othman, B., Harun, A., Rashid, W., & Ali, R. (2019). The impact of Umrah service quality on customer satisfaction towards Umrah travel agents in Malaysia. Management Science Letters, 9(11), 1763–1772. https://doi.org/10.5267/j.msl.2019.6.014
   Google Scholar
• Papadimitriou, D. A., & Karteroliotis, K. (2000). The service quality expectations in private sport and fitness centers: A re-examination of the factor structure. Sport Marketing Quarterly, 9(3), 157–164.
   Google Scholar
• Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41–50. https://doi.org/10.1177/002224298504900403
   Web of Science ®Google Scholar
• Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). Servqual: A multiple-item scale for measuring consumer perc. Journal of Retailing, 64(1), 12.
   Web of Science ®Google Scholar
• Park, S. J., & Yi, Y. (2016). Performance-only measures vs. performance-expectation measures of service quality. The Service Industries Journal, 36(15-16), 741–756. https://doi.org/10.1080/02642069.2016.1275579
   Web of Science ®Google Scholar
• Parker, J., Boles, C., Egnot, N., Sundermann, A., & Fleeger, A. (2020). Return to normal operations: COVID-19 mitigation strategies for workplaces. Toxicology and Industrial Health, 36(9), 711–717. https://doi.org/10.1177/0748233720967525
   PubMed Web of Science ®Google Scholar
• Parnell, D., Widdop, P., Bond, A., & Wilson, R. (2022). COVID-19, networks and sport. Managing Sport and Leisure, 27(1-2), 72–78. https://doi.org/10.1080/23750472.2020.1750100
   Web of Science ®Google Scholar
• Pedragosa, V., & Correia, A. (2009). Expectations, satisfaction and loyalty in health and fitness clubs. International Journal of Sport Management and Marketing, 5(4), 450–464. https://doi.org/10.1504/IJSMM.2009.023371
   Google Scholar
• Peitzika, E., Chatzi, S., & Kissa, D. (2020). Service quality expectations in the fitness center context: A validation of the expectations component of the SERVQUAL scale in Greece. Services Marketing Quarterly, 41(2), 89–104. https://doi.org/10.1080/15332969.2020.1742977
   Google Scholar
• Pham, K. Q. V., & Simpson, M. (2006). The impact of frequency of use on service quality expectations: An empirical study of trans-Atlantic airline passengers. Journal of American Academy of Business, Cambridge, 10(1), 1–6.
   Google Scholar
• Polyakova, O., & Mirza, M. T. (2016). Service quality models in the context of the fitness industry. Sport, Business and Management: An International Journal, 6(3), 360–382. https://doi.org/10.1108/SBM-04-2014-0015
   Google Scholar
• Polyakova, O., & Ramchandani, G. (2020). Perceived service quality among regular users of gyms in public sports centres in the UK. Managing Sport and Leisure, 1–20. https://doi.org/10.1080/23750472.2020.1853594
   Web of Science ®Google Scholar
• Prasad, D. (2015). Operation research (Chapter 9). Alpha Science. ISBN 978-84265-907-6.
   Google Scholar
• Rajabi, M., Ghafuri, F., & Bagheri, S. J. (2012). The comparison of service quality and customer satisfaction in male and female customers of Shahrood private sport clubs. Journal of Sport Management Review, 4(14), 125–136.
   Google Scholar
• Robinson, L. (2006). Customer expectations of sport organisations. European Sport Management Quarterly, 6(1), 67–84. https://doi.org/10.1080/16184740600799204
   Google Scholar
• Roos, I., Gustafsson, A., & Edvardsson, B. (2005). The role of customer clubs in recent telecom relationships. International Journal of Service Industry Management, 16(5), 436–454. https://doi.org/10.1108/09564230510625750
   Google Scholar
• Rust, R. T., & Oliver, R. L. (1994). Service quality: Insights and managerial implications from the frontier. Service Quality: New Directions in Theory and Practice, 7(12), 1–19.
   Google Scholar
• Saatchyan, V., Rasouli, M., Eskandari, A., & Elahi, A. (2011). The impact of service quality, satisfaction and loyalty decisions on the future behavior of customers to participate in physical fitness and aerobics centers. The Paper’s First International Scientific Conference on Physical Fitness, Tehran, 126.
   Google Scholar
• Singh, S. (2013). The impact of service delivery quality on customer satisfaction in Indian banks. International Journal of Financial Services Management, 6(1), 60–78. https://doi.org/10.1504/IJFSM.2013.052887
   Google Scholar
• Šíma, J., & Ruda, T. (2019). Using the SERVQUAL model in prediction of customer satisfaction in Czech fitness centres. Management, 7(1), 42–49. https://doi.org/10.17265/2328-2185/2019.01.004
   Google Scholar
• Stodnick, M., & Rogers, P. (2008). Using SERVQUAL to measure the quality of the classroom experience. Decision Sciences Journal of Innovative Education, 6(1), 115–133. https://doi.org/10.1111/j.1540-4609.2007.00162.x
   Google Scholar
• Suh, Y. I., & Pedersen, P. M. (2010). Participants’ service quality perceptions of fantasy sports websites: The relationship between service quality, customer satisfaction, attitude, and actual usage. Sport Marketing Quarterly, 19(2), 78.
   Google Scholar
• Taha, H. A. (2007). Operations research – An introduction (8th ed.). Pearson Education.
   Google Scholar
• Theodorakis, N., Kambitsis, C., & Laios, A. (2001). Relationship between measures of service quality and satisfaction of spectators in professional sports. Managing Service Quality: An International Journal, 11(6), 431–438. https://doi.org/10.1108/09604520110410638
   Google Scholar
• Theodorakis, N. D., Howat, G., Ko, Y. J., & Avourdiadou, S. (2014). A comparison of service evaluation models in the context of sport and fitness centres in Greece. Managing Leisure, 19(1), 18–35. https://doi.org/10.1080/13606719.2013.849505
   Google Scholar
• Wakefield, K. L., Blodgett, J. G., & Sloan, H. J. (1996). Measurement and management of the sportscape. Journal of Sport Management, 10(1), 15–31. https://doi.org/10.1123/jsm.10.1.15
   Web of Science ®Google Scholar
• Webster, C. (1991). Influences upon consumer expectations of services. Journal of Services Marketing, 5(1), 5–17. https://doi.org/10.1108/08876049110035440
   Google Scholar
• Wilson, A., Zeithaml, V., Bitner, M. J., & Gremler, D. (2016). Services marketing: Integrating customer focus across the firm (No. 3rd Eu). McGraw Hill.
   Google Scholar
• Woodruff, R. B., & Gardial, S. (1996). Know your customer: New approaches to understanding customer value and satisfaction. Wiley.
   Google Scholar
• Xu, K. K., Chen, K. K. C., Kim, E., García-Fernández, J., Nauright, J., & Zhang, J. J. (2021). Dimensions of service quality in health-fitness clubs in China. International Journal of Environmental Research and Public Health, 18(20), 10567. https://doi.org/10.3390/ijerph182010567
   PubMed Web of Science ®Google Scholar
• Ying-juan, T. O. N. G. (2007). Evaluation on service quality of business sports fitness center based on AHP. Zhejiang Sport Science, 3.
   Google Scholar
• Yoshida, M., & James, J. D. (2010). Customer satisfaction with game and service experiences: Antecedents and consequences. Journal of Sport Management, 24(3), 338–361. https://doi.org/10.1123/jsm.24.3.338
   Web of Science ®Google Scholar
• Yusof, A., Joseph, J., & Shah, P. M. (2017). Customer’s expectation, perception and satisfaction with service quality of a fitness center in Malaysia. International Journal of Physical Education, Sports and Health, 4(1), 146–150.
   Google Scholar
• Yusof, A., Popa, A., & Geok, S. K. (2018). Relationship between perceptions of fitness facility service quality and future intentions of fitness center users in Thailand. International Journal of Academic Research in Business and Social Sciences, 8(7), 863–871.
   Google Scholar
• Zardo, H. T., Biçer, M., & Abakay, U. (2018). Investigation of quality of service mentality in Turkey and Iraq sport centers. European Journal of Physical Education and Sport Science, 4(7), 43–49. https://doi.org/10.5281/zenodo.1259443
   Google Scholar
• Zeithaml, V. A. (1988). Consumer perceptions of price, quality, and value: A means-end model and synthesis of evidence. Journal of Marketing, 52(3), 2–22. https://doi.org/10.1177/002224298805200302
   Web of Science ®Google Scholar