Measuring customer satisfaction in the context of health clubs in Portugal

• Autor(a) principal: Theodorakis, Nicholas
• Data de Publicação: 2004
• Outros Autores: Alexandris, Konstantinos, Rodrigues, Pedro M., Sarmento, Pedro J.
• Tipo de documento: Artigo
• Idioma: eng
• Título da fonte: Repositórios Científicos de Acesso Aberto de Portugal (RCAAP)
• Texto Completo: http://hdl.handle.net/10198/8123
• topic: Need-satisfaction; Health clubs; Portugal

The present study aimed to test the psychometric properties of the need-satisfaction scale developed by Alexandris et al. (1999), in the context of health clubs in Portugal. The sample of the study consisted of four hundred and twenty six (N=426) individuals, who were members of five private clubs in Braga, Portugal. The principal component analysis of the need-satisfaction scale revealed five dimensions, which were labeled as follows: facilities / services, staff, relaxation, health / fitness, social / intellectual. All the sub-scales were shown to have good internal consistency reliabilities. The results further indicated that there were significant demographic differences in some of the satisfaction dimensions. Females were shown to be less satisfied in the facilities / services dimension, while individuals with higher levels of education were shown to be less satisfied both in the facilities / services and social / intellectual dimensions.