Understanding student behavioral intention in university fitness centers: the roles of service quality and satisfaction
DOI:
https://doi.org/10.55040/zd850933Keywords:
service quality, student satisfaction, behavioral intention, campus fitness center, higher education, SEMAbstract
This study investigates the relationships among service quality, student satisfaction, and behavioral intention in the fitness center at Vietnam National University of Agriculture. The sample consisted of 200 student users of the facility. Data were analyzed using descriptive statistics, higher-order confirmatory factor analysis, structural equation modeling, and bootstrapping. The results show that service quality significantly influences student satisfaction and behavioral intention. At the same time, student satisfaction also positively affects behavioral intention and partially mediates the relationship between service quality and future use. Among the first-order dimensions, assurance, responsiveness, and tangibility contributed most strongly to the higher-order service quality construct. The findings indicate that both evaluative judgment and direct service appraisal shape students’ behavioral intention in campus fitness services. By validating an extended higher-order service quality construct, the study suggests that university managers should improve staff professionalism, service responsiveness, and physical conditions while aligning service accessibility with students’ daily routines.
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