Analysis on the Effect of Service Quality of Commercial Fitness Clubs on Consumer Satisfaction Based on SERVQUAL
Journal Title: Health Science and Management - Year 2023, Vol 2, Issue 1
Abstract
Under the new background of China's economic structure transformation and industrial structure optimization, the concept of people's investment in health has been deeply rooted in people's hearts, and the demand for commercial fitness clubs has the characteristics of diversified types and complicated structure. Facing the new normal of economy and the new situation of social development, it is particularly important to improve the service quality of commercial fitness clubs and improve consumer satisfaction. This study takes consumers as the main body, and discusses the effect of the gap between the service consumers feel and the service they expect (that is, the service quality of commercial fitness clubs) on consumer satisfaction. It provides reference for managers and operators of commercial fitness clubs from an empirical point of view. On the basis of literature review, this study combines interview and questionnaire survey, and uses mathematical statistics to analyze and study. Eight consumers of commercial fitness clubs were interviewed, and the initial questionnaire of service quality of commercial fitness clubs was compiled according to SERVQUAL scale and interview data. 128 consumers of commercial fitness clubs in Changchun were investigated in advance, and the reliability and validity were tested to form a formal questionnaire. Then, 281 consumers of commercial fitness clubs were investigated. Pearson correlation coefficient method was used to analyze the relationship between the overall service quality and consumer satisfaction, and stepwise multiple regression method was used to analyze the explanatory power of all levels of service quality to consumer satisfaction. The fitting degree, variance and collinearity diagnosis of the model were tested to check whether the model was statistically significant. The results show that the overall service quality and its five levels, namely, materiality, reliability, responsiveness, assurance and empathy, are significantly positively correlated with consumer satisfaction, and there is a linear relationship, among which reliability has the highest explanatory power to consumer satisfaction, followed by materiality, assurance, empathy and responsiveness. It is concluded that the higher the consumers' evaluation of the service quality of commercial fitness clubs at all levels, the more satisfied they are with the fitness clubs. To achieve the purpose of improving consumers' satisfaction with commercial fitness clubs, we need to narrow the gap between consumers' feelings and expectations of club services, and focus on improving the reliable service quality while comprehensively improving the service quality.
Authors and Affiliations
Liyan Wang
Keywords
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- EP ID EP752159
- DOI 10.62091/HSM2023005
- Views 18
- Downloads 0
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