Dimensions of Service Quality in Health-Fitness Clubs in China

Karen Kaijuan Xu, Kenny Kuanchou Chen, Euisoo Kim, Jerónimo García-Fernández, John Nauright and James J. Zhang
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Karen Kaijuan Xu: School of Economics and Management, Shanghai University of Sport, Shanghai 200438, China
Kenny Kuanchou Chen: College of Sport Management, National Taiwan Sport University, Taoyuan 333, Taiwan
Euisoo Kim: Department of Kinesiology, University of Georgia, Athens, GA 30602, USA
Jerónimo García-Fernández: Research Group of Management and Innovation in Sport Services, Leisure and Recreation (GISDOR), University of Seville, 41013 Seville, Spain
John Nauright: Richard J. Bolte, Sr. School of Business, Mount St. Mary’s University, Emmitsburg, MD 21727, USA
James J. Zhang: Department of Kinesiology, University of Georgia, Athens, GA 30602, USA

IJERPH, 2021, vol. 18, issue 20, 1-17

Abstract: The purpose of this study was to explore the dimensions of service quality in fitness clubs in China and examine their impact on customer satisfaction. In Phase I of the study, we collected qualitative data from online comments related to service quality in 30 Tera Wellness clubs in Shanghai (k = 6252). Conducting content analysis, we synthesized the information and identified preliminary themes and formulated measurement statements. Phase II implemented a series of quantitative research procedures to examine the measurement properties of statements developed in Phase I. Conducting exploratory factor analysis, confirmatory factor analysis, and structural equation modeling analyses based on responses of club members ( N = 533), we identified a total of 27 items in six dimensions: service recovery, service assurance, facility function, program operation, instructor quality, and staff performance. These factors significantly ( p < 0.05) predicted customer satisfaction with fitness clubs in China. The findings highlight the importance of high-quality service delivery, service recovery, and service assurance and pinpoint specific areas for improvement.

Keywords: customer satisfaction; health-fitness clubs; Chinese market; service recovery (search for similar items in EconPapers)
JEL-codes: I I1 I3 Q Q5 (search for similar items in EconPapers)
Date: 2021
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (1)

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