Quality, satisfaction and customers’ future intention: The case of hotels’ fitness centers in Cyprus
Abstract
In an era of fierce competition, financial hardship, and volatile customer expectations the hospitality industry is seeking out new revenue centers that can both enrich the customer experience, and contribute to financial success. Capturing the attention of the industry, fitness centers have become a fundamental component of the contemporary hospitality experience with numerous strategic, operational and tactical implications. Responding to the need for further empirical investigation, the study, by adopting a quantitative methodology, holistically investigates quality, satisfaction, and behavioral intention in fitness centers currently operating in upscale hospitality establishments in Cyprus. Findings suggest that satisfaction with the provision of fitness services in hotels is primarily associated with the dimensions of employee behavior and workout facilities. Moreover, workout facilities was the only quality dimension which was significantly associated with the respondents’ intention to renew their membership, whereas a strong relationship between satisfaction and future intention was substantiated.
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Tourists are intensely interested in fitness advice and techniques, searching for fitness centers, a fundamental component of the contemporary hospitality experience.
“Nowadays, tourists are intensely interested in fitness advice and techniques, searching for fitness centers, a fundamental component of the contemporary hospitality experience [71].”
From Push and Pull Travel Motivation: Segmentation of the Greek Market for Social Media Marketing in Tourism (2020) · cites this paper as [71]
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“Tourists’ behavioral intentions are influenced by many factors, including demographic information such as age [26], education level [1,27], health status [28], and psychological factors including motivation [29], risk perception [30], and satisfaction [31].”
Background
- Authors
- Zopiatis, A., Theocharous, A. L., Constanti, P., & Tjiapouras, L.
- Affiliations
- Cyprus University of Technology (CY)
- University of Central Lancashire Cyprus (CY)
- Open University of Cyprus (CY)
- Corresponding author
- Zopiatis, Anastasios
- Venue
- Journal of Quality Assurance in Hospitality & Tourism
- Publisher
- Informa UK Limited
- Published
- 2016-04-11
- Volume
- 18
- Issue
- 1
- Pages
- 1-24
- ISSN
- 1528-008X (ISSN-L)
- 1528-0098
- OpenAlex
- W2335629363
- Cited by
- 32
- References
- 87
- Citations by year
- 2026: 1 · 2025: 6 · 2024: 2 · 2023: 5 · 2022: 4 · 2021: 4 · 2020: 4 · 2019: 3 · 2018: 2 · 2017: 1
- FWCI
- 3.89
- Type
- journal article
- Language
- en
- Open access
- closed
- Locations
- Journal of Quality Assurance in Hospitality & Tourism (publishedVersion)
- Ktisis at Cyprus University of Technology (Cyprus University of Technology) (submittedVersion)
- Topics
- Social Sciences › Business, Management and Accounting › Organizational Behavior and Human Resource Management › Customer Service Quality and Loyalty
- Social Sciences › Sociology and Political Science › Diverse Aspects of Tourism Research
- Social Sciences › Business, Management and Accounting › Marketing › Service and Product Innovation
- Keywords
- service quality, customer satisfaction, behavioral intention, employee behavior, upscale hotels, Cyprus
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