Determinants of service quality influencing customer satisfaction in fitness centers: A systematic review

Abstract

The aim of the present systematic review was to investigate the determinants of fitness center service quality that most influence customer satisfaction. Studies were identified from searches in PubMed, Scopus, Web of Science and EBSCO databases from 2017 through 2022. The search process was carried out by four independent researchers. Titles and abstracts were reviewed to determine whether the studies met the inclusion criteria. The quality of the reporting of the measures was assessed using a tailored list. The electronic search strategy produced 378 studies. A total of 17 articles met the inclusion criteria. Results of the review support the importance of service quality to improve customer satisfaction, leading to customers future intentions with the brand, increasing loyalty and customer retention. Therefore, positive perceptions of service quality influence customer satisfaction, in turn customer loyalty and retention, and are indispensable for the sustainability of these companies. Through the studies included in this systematic review it was possible to identify nine dimensions of service quality as predictors of customer satisfaction: facility quality, instructors and reception staff quality, price, supporting services, service recovery, service assurance, online marketing, and customer relations. This article provides useful and global information on the most current service quality factors. Given the fitness market's competitiveness, understanding the factors that influence service quality allows managers to better choose their strategies for increasing customer satisfaction.

Effects of Service Quality and Service Convenience on Customer Satisfaction and Loyalty in Self-Service Fitness Centers: Differences between Staffed and Unstaffed Services

“…Therefore, in self-service fitness centers, when customers are satisfied with the service, they are more likely to form positive behavioral intentions and higher loyalty. In contrast to research results that view satisfaction as a prerequisite for service quality [126], this study provides empirical support for the view that satisfaction is the result of service quality [62].…”

“…This study reveals two significant differential impacts on the aforementioned structural relationships based on the presence of "with staff" or "without staff" service methods. Firstly, prior research in the fitness service domain universally posited that face-to-face interactions between staff and customers play a pivotal role in shaping the service experience and are deemed a prerequisite for customer satisfaction [62]. Yet, this study indicates that in fitness centers without staff, the positive influence of service quality on customer satisfaction substantially exceeds those with staff (p = 0.001, difference = 0.310).…”

“…In the fitness service domain, Foroughi et al underscored the positive correlation between service quality and customer satisfaction in the context of Malaysian fitness centers [61]. A recent review study further confirms that customers' positive percep-tions of the service quality in fitness centers lead to increased customer satisfaction [62]. Therefore, self-service fitness centers that provide superior service quality are more likely to boost customer satisfaction.…”

Factors affecting customer satisfaction in fitness clubs: Study from Kathmandu Valley

“…This historical perspective highlights fitness's enduring appeal and relevance to promoting physical well-being (Addolorato et al, 2020;Van Hilvoorde, 2008). Barbosa et al (2022) pointed out; Customers' opinions of the quality of the service they receive have a significant impact on their level of happiness, which in turn has a direct bearing on their level of commitment and longevity to the brand. Understanding these customer segments' unique characteristics and preferences is crucial for delivering tailored experiences and enhancing overall customer satisfaction.…”

Factors Influencing Customer Satisfaction in Butwal Sub-Metropolitan City Gyms

“…It is vital to ascertain the opinions of clients regarding the services they have received. A customer's level of satisfaction is impacted by their perception of the quality of the services they receive, as stated by Barbosa et al (2022). Satisfaction, in turn, affects the customer's level of dedication and loyalty to the brand.…”