Investigating Customer Satisfaction in a Health Club Context by an Application of the Tetraclasse Model

Abstract

Although customer satisfaction is recognised as a key driver for positive organisational outcomes, the nature and the role of the service attributes contributing to satisfaction are still misunderstood, and are most often evaluated by service quality dimensions. This study attempts to explore these attributes and their contribution to satisfaction in a sport service context using Llosa's Tetraclasse model which hypothesises that some service attribute weights are performance related whereas others are not. This application on a sample composed of 184 customers from five French health clubs indicated four satisfaction contribution types. The results suggest that the quality of human factors, such as staff behaviour, and non-tangible factors, such as image, are determinant in the formation of the participant's satisfaction.