Purpose

The purpose of this paper is to analyse the intention of using fitness app made available by the fitness centre to its members and their relationship with overall customer satisfaction.

Design/methodology/approach

The present study uses the extended unified theory of acceptance and use of technology (UTAUT2) as the base model. All the hypothesised relationships were tested through partial least square structural equation modelling (PLS-SEM), in a quantitative study with data from 1,676 fitness consumers from Portugal.

Findings

The results support the ability of UTAUT2 in predicting the customer´s intention to use the fitness app. Performance expectancy, effort expectancy, social influence, facilitating conditions, hedonic motivation and habit have a positive impact on behavioural intentions to use the fitness app. Performance expectancy and habit have the strongest relationships. Behavioural intentions are positively related both to the usage behaviour of the fitness app and to overall customer satisfaction.

Practical implications

The results of this study present a strong contribution for fitness centre managers, since it highlights the importance of using these apps as a way to increase customer satisfaction, increasing retention levels.

Originality/value

This study is paramount as regards to examine the behavioural intention to use the fitness apps that the fitness centres make available to their members using UTAUT2 model.

中文翻译：

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健身中心应用程序的使用及其与客户满意度的关系：UTAUT2 视角

目的

本文的目的是分析使用健身中心向其会员提供的健身应用程序的使用意图及其与整体客​​户满意度的关系。

设计/方法/方法

本研究使用扩展的技术接受和使用统一理论（UTAUT2）作为基础模型。所有假设的关系都通过偏最小二乘结构方程模型 (PLS-SEM) 进行了测试，该模型对来自葡萄牙的 1,676 名健身消费者的数据进行了定量研究。

发现

结果支持 UTAUT2 预测客户使用健身应用程序的意图的能力。绩效期望、努力期望、社会影响、便利条件、享乐动机和习惯对使用健身应用程序的行为意图有积极影响。绩效期望和习惯之间的关系最为密切。行为意图与健身应用的使用行为和整体客户满意度均呈正相关。

实际影响

这项研究的结果为健身中心经理做出了巨大贡献，因为它强调了使用这些应用程序作为提高客户满意度、提高保留率的一种方式的重要性。

原创性/价值

这项研究对于检查使用健身中心使用 UTAUT2 模型向其成员提供的健身应用程序的行为意图至关重要。