Title: Service quality perceptions in personal training and exercise room: dual-perspective analysis across fitness clubs

Authors: Francisco Campos; Vera Simões; Daniela Almeida; João Borges; Guilherme Reis; José Aleixo; Susana Franco

Addresses: Polytechnic University of Coimbra, Lagar dos Cortiços, R. Misericórdia, 3045-093 Coimbra, Portugal ' Polytechnic University of Santarém – ESDRM, Av. Dr. Mário Soares No. 110, 2040-413 Rio Maior, Portugal ' Polytechnic University of Coimbra, Lagar dos Cortiços, R. Misericórdia, 3045-093 Coimbra, Portugal ' Polytechnic University of Coimbra, Lagar dos Cortiços, R. Misericórdia, 3045-093 Coimbra, Portugal ' Polytechnic University of Coimbra, Lagar dos Cortiços, R. Misericórdia, 3045-093 Coimbra, Portugal ' Polytechnic University of Coimbra, Lagar dos Cortiços, R. Misericórdia, 3045-093 Coimbra, Portugal ' Polytechnic University of Santarém – ESDRM, Av. Dr. Mário Soares No. 110, 2040-413 Rio Maior, Portugal

Abstract: This study characterises and compares perceptions of instructor intervention quality (QI) in personal training (PT) and exercise room (ER), considering assessments from users and instructors, across five fitness clubs. A total of 252 participants (171 users, 81 instructors) completed a questionnaire, assessing 10 indicators of QI. Statistical analyses included independent samples t-tests and one-way ANOVA, with Tukey post hoc comparisons. Results showed that, in PT context, users consistently rated QI higher than instructors did. In contrast, no significant differences were observed between users and instructors in ER services. Notably, instructors in the ER tended to rate their performance slightly higher in some specific indicators. When analysing QI perceptions across clubs, no significant differences were found in PT service, while several differences emerged in the ER context, particularly in relational dimension (good mood, sympathy, image, and motivation). The findings highlight the influence of service context and organisational environment on perceived quality.

Keywords: fitness service; instructor intervention; personal training; PT; exercise room; ER; quality; loyalty.

DOI: 10.1504/IJSMM.2025.153085

International Journal of Sport Management and Marketing, 2025 Vol.25 No.2/3, pp.186 - 201

Received: 17 Jul 2025
Accepted: 29 Jan 2026
Published online: 21 Apr 2026 *

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