[Tangibles as predictors of customer satisfaction in sports services].
This study investigates the power of tangible dimensions of service quality to predict customer satisfaction. For this purpose, we statistically controlled the effects of dimensions of service quality that describe social interaction between employees and customers, both functionally and relationally. A field survey was conducted with the participation of 556 customers of a sports centre. The results showed that tangible dimensions of service quality predicted an additional and significant amount of customer satisfaction variance, beyond the effects of service quality of the social interaction. The article concludes with the discussion of the implications of these results.
Mañas Rodríguez
Miguel A
MA
Universidad de Almería, Almería, Spain. marodrig@ual.es
Giménez Guerrero
Guadalupe
G
Muyor Rodríguez
José María
JM
Martínez Tur
Vicente
V
Moliner Cantos
Carolina P
CP
D000328:Adult; D000368:Aged; D003258:Consumer Behavior; D005163:Factor Analysis, Statistical; D005240:Feasibility Studies; D005260:Female; D006801:Humans; D007398:Interpersonal Relations; D008297:Male; D008875:Middle Aged; D011446:Prospective Studies; D013177:Sports