Purpose

The user experience during the use of activities and services is a fundamental aspect for sports managers and can provide a competitive advantage. The purpose of this study was to identify the dimensions of experiential quality and the relationship of this construct with customer trust and customer satisfaction in achieving behavioral intention.

Design/methodology/approach

Using a convenience sampling technique, a total of 322 gym users in Turkey participated. A two-step approach was used to test both the model and the research hypotheses [confirmatory factor analysis (CFA) and structural equation modeling (SEM)].

Findings

The interaction quality, physical environmental quality, outcome quality and enjoyment quality were positively related to experiential quality. Similarly, the experimental quality was positively related to customer satisfaction and customer trust. Finally, customer satisfaction was related to behavioral intentions.

Originality/value

This study provides empirical evidence about the importance of experiential quality to gain a competitive advantage in the context of fitness centers.

中文翻译：

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健身行业体验质量的维度和成果：土耳其案例

目的

使用活动和服务期间的用户体验是体育管理者的一个基本方面，可以提供竞争优势。本研究的目的是确定体验质量的维度以及该结构与客户信任和客户满意度在实现行为意图方面的关系。

设计/方法论/途径

采用便捷抽样技术，土耳其共有 322 名健身房用户参与其中。使用两步法来测试模型和研究假设[验证性因素分析（CFA）和结构方程模型（SEM）]。

发现

互动质量、物理环境质量、结果质量和享受质量与体验质量呈正相关。同样，实验质量与客户满意度和客户信任度呈正相关。最后，客户满意度与行为意图相关。

原创性/价值

这项研究提供了关于体验质量对于在健身中心获得竞争优势的重要性的实证证据。