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

Antonio Fernández-Martínez, Luis Alberto Dueñas-Dorado, María Rosario Teva-Villén and Alberto Nuviala
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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

IJERPH, 2021, vol. 18, issue 19, 1-15

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.

Keywords: perceived quality; satisfaction; loyalty; stages of change; adolescents (search for similar items in EconPapers)
JEL-codes: I I1 I3 Q Q5 (search for similar items in EconPapers)
Date: 2021
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (1)

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