Relationship between Service Quality and Customer Satisfaction of Nan Ning Fitness Centers, Republic of China
Keywords:
Descriptive, correlational design, Fitness Clubs, Influencing factors, Satisfaction with service, Service qualityAbstract
Every organization ought to not only be working toward achieving a high level of customer satisfaction, but they should also be actively working toward achieving that level. Studies correlating influencing factors on the relationship between the quality service and customer satisfaction is scare at the local level. This quantitative research made use of the descriptive, correlational research design to assess influencing factors on the relationship between the quality service and customer satisfaction in Nanning Fitness Centers in China. Findings of this study served as basis for a proposed intervention plan. 200 respondents were recruited and statistical treatments used were frequency distribution, simple percentage, mean score and standard deviation, and Pearson r. Findings of the study revealed that physical environment, customer value, supporting service, switching cost, and purchasing decision were considered to be very important to the respondents. Overall, the influencing factors were considered to be very important in influencing the relationship between the quality service of Nanning Fitness Centers and customer satisfaction. Respondents were very satisfied with the service of the fitness center. Physical environment, customer value, supporting values, switching cost, purchasing decision, and overall factors influencing the relationship between service quality and customer satisfaction were significantly correlated with extent of the clients’ satisfaction with the service. The more important the physical environment, customer value, supporting values, switching cost, purchasing decision, and overall factors influencing the relationship between service quality and customer satisfaction, the higher the extent of satisfaction on the service. To address the findings of the study an in-intervention plan was proposed.
References
Alokluk, J. (2020). Attitude of students towards the use of library facilities: a case. study.
International Journal of Humanities Social Sciences and Education (IJHSSE), 7(1), 24-36.
Hongxing, B. (2021). Analysis on the current situation of the opening of large-scale sports.
venues.in my country under the background of government purchasing of public services.
Journal of Jilin Institute of Physical Education, 31(06), 1-6.
Bennie, J. A., Wiesner, G. H., van Uffelen, J. G., et al. (2017). Sources of practice knowledge
among Australian fitness trainers. Translational Behavioral Medicine, 7(9838), 1-10.
Consumer. Loyalty: Differences of Non-profit and Low-cost Business Models in. Spain (2018). Economic Resercg-konomska Ja, 31(1), 1042-1058.
Cronin, J. J., & Taylor, S. A. (2020). Measuring service quality-A reexamination and extention.
Journal of Marketing, 56(3), 55-68.
Chou, C., Liu, L., Huang, S., et al. (2021). An evaluation of airline service quality.
UsingFuzzyWeighted SERVQUAL. Applied Soft Computing, 11(2), 2117-2128.
Copeland J L, Currie C, Walker A, et al. (2022). Fitness equipment in public parks: Frequency of
use and community perceptions in a small urban centre. Journal of Physical Activity & Health,
(5), 1.
Choi, S., Lee, H., & Kim, C. (2020). The effect of service quality on customer satisfaction and
behavioral intention in fitness centers: The moderating role of gender.
Chen, J., & Hu, Y. (2020). The relationship between service quality, customer satisfaction, and
loyalty in fitness centers: Evidence from China.
Dongdong, L., Xiaobo, G., Lulu, W. (2020). Research on institutional failure and.
countermeasures in large-scale sports venue services. Journal of Physical Education, 27(01), 60
Garcia-Fernandez, J., Galvez-Ruiz, P., Velez-Colon, L. (2022). Exploring fitness center.
Guanghui, C., Shuisheng, X., Qixiao, L., & Dawei, Y. (2023). The current business strategy of
my country’s gyms from a legal perspective. Contemporary Sports Technology, 8(06), 208-211.
Hanchao, S., Liuqing, O., Honggui, T., Yongdong, L., Guomin, H., Xiexiang, C., Deping, S.,
Xiaoxuan, L., & Zhijin, Z. (2001). Research on the sports consumption behavior of Chinese
residents. Journal of Wuhan Institute of Physical Education, (01), 4-8.
https://doi.org/10.15930/j.cnki.wtxb.20 01.01.002.
Haidong, Y., & Caixia, L. (2021). The value, dilemma and path of digital sports promoting the
construction of a sports power. Sports Culture Guide, 2021(12), 1-6.
Howat, G., & Assaker, G. (2020). The theory of buyer behavior. New York Wiley, (5), 27-28.
Hui, W. (2021). Reconstructing core competitiveness of gyms in the new era. China Sports
News, 2021-06-20(002).
Junyi, Z., Zhixia, C., & Jinyuan, G. (2021). The impact of public perceived quality of urban.
community public sports services on public trust: based on the mediating role of public
satisfaction. Journal of Metropolitan Institute of Physical Education, 2021(1), 94-100.
Kano, N., Seraku, N., Takahashi, F., & Tsuji, S. (2022). Attractive quality and must-be.
Khadka, A., & Khadka, S. (2022). Factors affecting customer satisfaction in fitness
clubs: Study from Kathmandu Valley. NCC Journal, 7, 27-32.
https://doiu.org/10.3126/nccj.v7i1.58616.
Liu, Y., & Jang, S. (2018). The relationship between service quality, customer satisfaction, and loyalty in fitness centers: The moderating role of age.
Lim, J., Romsa, B., & Armentrout, S. (2024). The impact of perceived value,
satisfaction, service quality on customer loyalty in women’s fitness clubs. The Sports Journal,
Lin, H. H., & Wang, Y. S. (2019). An examination of the relationship between service quality,
customer satisfaction, and repurchase intentions in fitness clubs: A gender perspective.
Maxham, J. G., & Netemeyer, R. G. (2002). Modeling customer perceptions of complaint
handling over time: the effects of perceived justice on satisfaction and intent. Journal of
Retailing, 78(4), 239-252.
Nursanti, M. D., & Tomoliyus, T. (2021). Factors affecting satisfaction and loyalty of
health and fitness club customers. https://doi.org/10.18502/kss.v6i2.10002
Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction
decisions. Journal of Marketing Research, 17(4), 460-469.
Peltier, J. W., & Westfall, J. E. (2022). Dissecting the HMO-benefits Managers relationship:
what to mean and why. Marking Health Services, 2022(2), 4-13.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (2022). A conceptual model of service. Quality
and its implications for future research. Journal of Marketing, 49(4), 41-50.
Sperandei, S., Vieira, M. C., & Reis, A. C. (2021). Adherence to physical activity in an
unsupervised. setting: Explanatory variables for high attrition rates among fitness center
members. Journal of Science & Medicine in Sport, 19(11), 916-920.
Thilagavathi, M., & Nanjappa, C. (2023). Expanding the Technology Acceptance Model with the
inclusion of trust, social influence, and health valuation to determine the predictors of German
users willingness to continue using a fitness app: A structural equation model in approach.
International Journal of Human- -Computer Interaction, 34(9), 882-893.
Thilagavathi, M., & Nanjappa, C. (2023). A study on factors affecting the customer
satisfaction towards fitness centre. European Chemical Bulletin, 12(S2), 2401 – 2409.
Tianhe, S., & Jiaming, F. (2023). Realistic review of national fitness activities and research on
relief paths. Journal of Heilongjiang Institute of Technology (Comprehensive Edition), 23(01),
-136. 1672 -6758.
Wang, X. (2023). Study on customer satisfaction in experience marketing of east
fitness club in Wenzhou. The EUrASEANs: Journal on Global Socio-Economic Dynamics, 6(43).
Westbrook, R. A. (1987). Product/consumption-based affective responses and postpurchase.
processes. Journal of Marketing Research, 24(3), 258-270.
Wong, Y. H., & Teo, T. S. H. (2019). The impact of service quality on customer satisfaction in
the fitness industry: A gender perspective.
Xu, K. K., Chen, K. K., Kim, E., García-Fernández, J., Nauright, J., Zhang, J. J.
(2021). Dimensions of Service Quality in Health-Fitness Clubs in China. International Journal of. Environmental Research and Public Health, 18, 10567. https://doi.org/10.3390/ijerph182010567Yang, Z., & Peterson, R. T. (2019). Customer perceived service quality, satisfaction, and loyalty in Chinese fitness clubs: The moderating role of gender.
Zhenjie, G., & Yao, Z. (2020). Risk management issues in the asset securitization process. of.
large sports venues. Journal of Sports, 27(4), 71-77.
