The use of fitness apps on customer satisfaction and retention: the fitness centres context

Abstract

The objective of this study is to analyse the use of fitness centre apps and its influence on customer satisfaction and retention. In this sense, three studies were conducted, one systematic review and two cross-sectional, quantitative studies. The systematic review was carried out using the PRISMA method. The other two studies used the extended unified theory of acceptance and use of technology (UTAUT2) as a base model. All hypothesised relationships used partial least squares structural equation modelling (PLS-SEM), with data from 1,678 fitness customers from Portugal. The results highlighted the importance of the study of technologies in customer retention. The results also support the ability of UTAUT2 in predicting the customer´s intention to use the fitness centre and that the use varies according to customer characteristics. Behavioural intentions are positively related both to the use behaviour of the fitness centre app and to customer overall satisfaction. The suggested that fitness centres invest in the use of a good application, since their use is related to customer overall satisfaction and, thus, indirectly with retention, which benefits the fitness centres.