Dimensions of Service Quality in Health-Fitness Clubs in China
Bibliographic Data
| ID | 15468684 |
|---|---|
| Authors | Karen Kaijuan Xu (Shanghai University of Sport, corresponding author), Kenny Kuanchou Chen (National Taiwan Sport University), Euisoo Kim (0000-0003-4963-5536, University of Georgia), Jerónimo García-Fernández (0000-0001-6574-9758, Universidad de Sevilla), John Nauright (0009-0002-3353-8416, Mount St. Mary's University), James J Zhang (0000-0002-0163-2347, University of Georgia) |
| Year | 2021 |
| Volume | 18 |
| Issue | 20 |
| Pages | 10567-10567 |
| Publication date | 2021-10-09 |
| Peer Reviewed | Yes |
| Open Access | Yes |
| Type | ARTICLE |
| Venue | International Journal of Environmental Research and Public Health (JOURNAL) |
| Journal identifiers | ISSN: 1661-7827 • E-ISSN: 1660-4601 |
| Publisher | Multidisciplinary Digital Publishing Institute (PUBLISHER • CH) |
| DOI | 10.3390/ijerph182010567 |
| PMID | 34682314 |
| OpenAlex | W3206390777 |
| Language | EN |
| Citations received | 3 |
| References cited | 35 |
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
Business · China · Environmental health · Geography · Physics · Quality (philosophy · Service (business · Service quality · Customer Service Quality and Loyalty · Diverse Approaches in Healthcare and Education Studies · Medicine · Marketing
International Sport Business Management
Defining consensus
A Conceptual Model of Service Quality and Its Implications for Future Research
Foresight for the Fitness Sector
Service Perceptions in Fitness Centers
Exploring fitness centre consumer loyalty
Service Quality, Perceived Value, Customer Satisfaction, and Behavioral Intention Among Fitness Center Members Aged 60 Years and Over
Push and Pull Factors Influencing the Winter Sport Tourists in China
Assessing the Dimensionality and Structure of the Consumption Experience
| Unique citing works | 3 |
|---|---|
| Citations per year | 1,5 |
| Citation span | 2024 - 2025 (2) |
| Citation velocity | recent |
| Highly cited | No |
| Citation types | Neutral: 3 |