The impact of service quality on value belief of exercise health and customer satisfaction in fitness club

Abstract

The purpose of the study was to explore the relationship between fitness club service quality, value belief of exercise health and consumer satisfaction, and the main service quality items to be improved. A questionnaire survey was conducted to collect consumers’ opinions of fitness clubs. Through regression analysis to understand the relationship between service quality, value belief of exercise health and customer satisfaction, and then, the IPA model was used to explore the factors of service quality as a reference for future service quality improvements. The results show that service quality was an important antecedent variable that affects value belief of exercise health and customer satisfaction. In addition, the service quality of fitness club to be improved mainly includes five items. In case of limited resources, those items that require the most attention should be improved first, in order to maintain a stable service quality and provide a perfect fitness environment.