RT Journal Article
T1 From e-service quality to behavioral intention to use e-fitness services post COVID-19 lockdown: when a crisis changes the social mindset
A1 Bohórquez, M Rocío
A1 Lara Bocanegra, Alejandro
A1 Teva Villén, María Rosario
A1 García Fernández, Jerónimo
A1 Grimaldi Puyana, Moisés
A1 Gálvez Ruiz, Pablo
K1 e-service quality
K1 Consumer satisfaction
K1 Attitudes
K1 Behavioral intentions
K1 Digital platforms
K1 e-fitness service
AB Lockdowns resulting from the COVID-19 pandemic forced fitness centers to quickly adapt their entire offering to an online format. The subsequent health situation facilitated the maintenance of the online offer and has been a paradigm shift for sports centers. Success in the nowadays situation requires a proper understanding of what factors influence e-service quality and how these factors behave in relation to consumer satisfaction, attitudes toward online fitness services, and behavioral intentions. This research was conducted in April 2020, with 745 participants (492 women, 253 men) completing the Carlson and O'Cass e-service quality evaluation battery. The results showed that e-service quality during the lockdowns predicted attitudes toward the digital platforms and behavioral intentions, and e-service quality predicted attitudes and behavioral intentions. However, attitudes did not predict behavioral intentions; the possible influence of subjective norms and low perceived control in this particular situation is discussed. When offering services on digital platforms, fitness service managers must take into account the importance of the quality of the e-fitness service, but also the social context in which it is offered. Psychosocial functioning in times of crisis influences users' perceived control and their future intention to use online services.
PB Elsevier
SN 2405-8440
YR 2024
FD 2024-05-15
LK https://hdl.handle.net/10433/21131
UL https://hdl.handle.net/10433/21131
LA en
NO Heliyon, vol 10, nº9, p. 1-11
NO Departamento de Deporte e Informática
DS RIO
RD May 8, 2026