本研究的目的是探讨中国健身俱乐部服务质量的维度,并考察其对顾客满意度的影响。在研究的第一阶段,我们从上海30家Tera健康俱乐部(k=6252)的与服务质量相关的在线评论中收集了定性数据。进行内容分析,我们综合了信息,确定了初步主题,并制定了测量声明。第二阶段实施了一系列定量研究程序,以检查第一阶段制定的报表的测量属性。进行探索性因素分析,验证性因素分析,和基于俱乐部成员反应的结构方程模型分析(N=533),我们在六个方面总共确定了27个项目:服务恢复,服务保证,设施功能,程序操作,教师素质,和员工表现。这些因素对中国健身俱乐部的顾客满意度有显著的预测作用(p<0.05)。调查结果强调了高质量服务提供的重要性,服务恢复,和服务保证,并确定需要改进的具体领域。
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.