Interacción de servicio en centros de fitness de bajo coste: Un estudio comparativo según variables sociodemográficas
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Date
2026
Authors
Pedragosa, Vera
Vidal-Vilaplana, Alberto
Gregori-Faus, Cristian
Jiménez-Jiménez, Pablo
Journal Title
Journal ISSN
Volume Title
Publisher
Servicio de Publicaciones. Universidad dde Murcia
Abstract
Estudios previos han analizado la influencia del service encounter (encuentro de servicio) sobre
variables tradicionales en la literatura, como el valor percibido o la intención de recompra, mostrando
efectos tanto directos como indirectos. Sin embargo, son escasos los estudios que analizan las
diferencias en la percepción de esta variable en función de aspectos sociodemográficos en el contexto
de los centros de fitness. Por este motivo, el objetivo de la presente investigación fue analizar las
diferencias en la percepción de los usuarios sobre el service encounter en función del sexo, la
antigüedad de la membresía y la tipología de usuario. La recogida de datos se llevó a cabo mediante
un cuestionario online administrado a un total de 263 usuarios de tres centros de fitness low-cost. El
cuestionario incluía diversas escalas —entre ellas, la escala de service encounter— así como
preguntas sociodemográficas. Las respuestas fueron recopiladas a través de LimeSurvey y analizadas
mediante el software estadístico JASP. Los resultados mostraron la existencia de diferencias
significativas en función del sexo, la antigüedad de la membresía y la tipología de usuario (p<0.05).
Futuras investigaciones deberían emplear diseños longitudinales para comprender mejor la influencia
de la experiencia y la permanencia de los usuarios sobre esta variable.
Previous studies have analyzed the influence of service encounter on traditional variables in the literature, such as perceived value or repurchase intention, showing influence effects on both (direct and indirect, respectively). However, studies analyzing the differences in the perception of this variable depending on socio-demographic aspects are scarce in fitness centers. For this reason, this research was conducted to analyze the differences in users' perception of service encounter according to gender, membership length, and the typology of users. Data sampling was performed using an online questionnaire that was surveyed to a total of 263 users from three different low-cost fitness centers. The questionnaire was made by several different scales (among which was the service encounter scale included), as well as several sociodemographic questions. Answers to the survey were collected using Limesurvey and analyzed using JASP statistical software. According to the results, significant differences were found by sex and membership length of the users, as well as by the type of user (p<0.05). Future research should use longitudinal designs to better understand the influence of seniority and experience on this variable.
Previous studies have analyzed the influence of service encounter on traditional variables in the literature, such as perceived value or repurchase intention, showing influence effects on both (direct and indirect, respectively). However, studies analyzing the differences in the perception of this variable depending on socio-demographic aspects are scarce in fitness centers. For this reason, this research was conducted to analyze the differences in users' perception of service encounter according to gender, membership length, and the typology of users. Data sampling was performed using an online questionnaire that was surveyed to a total of 263 users from three different low-cost fitness centers. The questionnaire was made by several different scales (among which was the service encounter scale included), as well as several sociodemographic questions. Answers to the survey were collected using Limesurvey and analyzed using JASP statistical software. According to the results, significant differences were found by sex and membership length of the users, as well as by the type of user (p<0.05). Future research should use longitudinal designs to better understand the influence of seniority and experience on this variable.
Description
Keywords
Service Encounter , User Perception , Sport Management , Centros de Fitness , Encuentro de Servicio , Percepción del Usuario; , Gestión Deportiva , Fitness Centers
Citation
SPORT TK. Year 2026. Volume 15. Article 26.
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