“…Therefore, the main characteristics that differentiate both models in Spain are, on the one hand, the variety of services that they offer (more sports programmes in public fitness centres), the price and the number of people working (in both cases less than in low-cost fitness centres) and the design of the sports facility (more cared for in low-cost fitness centres). Thus, although there is an increase in participants in public and private fitness centres (European Commission, 2014;I.H.R.S.A., 2016), different studies have revealed a lack of customer loyalty (e.g., Clavel et al, 2017;García-Fernández, Gálvez-Ruíz, Fernández-Gavira, & Vélez-Colon, 2016;MacIntosh & Law, 2015), which makes it a highly important variable to analyse (García-Feranández, Bernal-García, Fernández-Gavira, & Vélez-Colon, 2014). In fact, in both public facilities (whose objective is to develop sports programmes) and private sports facilities (whose aim is economic gain), customer loyalty is paramount for clients to continue practising sports and this results in a greater economic benefit (Reichheld, 1996).…”