ARTICLE | doi:10.20944/preprints202308.1292.v1
Subject: Business, Economics And Management, Business And Management Keywords: service quality; service convenience; Satisfaction; Loyalty; Behavioral Intentions; Self-Service Fitness Center
Online: 18 August 2023 (10:00:50 CEST)
As an emerging model, self-service fitness centers are reshaping the consumer fitness experience globally. Given the crucial role of customer loyalty in the sustainable operation and management of fitness service enterprises, this study constructs a structural model incorporating service quality, service convenience, customer satisfaction, word-of-mouth intentions, and repatronage intentions. The model is designed to elucidate the factors and mechanisms impacting customer loyalty at self-service fitness centers and further investigates how these relationships are affected by service methods, either with staff or without staff. The study employs PLS-SEM to empirically analyze 552 customer questionnaires from four self-service fitness centers in first-tier cities in China. The results reveal positive correlations among the constructs in the structural model, emphasizing the important position of raising service quality standards and reducing the time and effort expended by customers in the management of customer loyalty. Concurrently, service convenience was found to play a significant driving role in customers' perceived service quality. Through the chain-mediating effect of service quality and customer satisfaction, service convenience exerts a considerable positive impact on word-of-mouth intentions and repatronage intentions. Moreover, the study reveals significant differences in these relationships when considering service methods, either with staff or without staff.