Satisfaction of users in the university context: a case study of aquatic activities of UPFit Program

The service quality is pointed as essential to consumer satisfaction, which is a core factor to consumer retention. Satisfaction, usually results from the consumer evaluation about service acquired, against their needs and expectations (Efi & Anastasia, 2013). Thus, the evaluation of consumer satisfaction can give important information about the repurchase intentions which is crucial for organization’s financial viability (Ferrand et al., 2010). This is mostly important on sports industry that depends on membership dues as a major source of revenue (Lam et al., 2005). Specifically, in swimming, one of the preferred Portuguese leisure activities, the consumer satisfaction research become more important since the pools are a complex management facilities. The main objective of the present study is to compare the consumer satisfaction (through cleanliness and storage, temperature maintenance, staff, and classes’ analysis) on aquatic activities of UPorto Fitness Program (UPFit) in 2015 and 2016.