Abstract
This research aims to test and analyses the effect of the website quality and services of a fitness center on its customer's satisfaction. It helps website and business owners to know what is more effective in terms of their service. It is conducted in AR Fitness Zone and other fitness institutes, using data from cutting edge tools. All users in the fitness center are the research samples; there are 150 people. The research was conducted with data using IBM SPSS Statistics Version 28.0 (190). The result of this research is to find out that website quality and services have a significant effect on customer satisfaction and retention. Also, the results indicate that people are more likely to respond to good service than the website quality, but when the customer is new, website representation matters a lot. It was observed that service quality has a significant effect on website quality.
TopBackground
The concept of Trust and Loyalty in fitness centers refers to memberships of customers and it is fundamental for the profitability of Gym and Health Clubs (GHC) (Ferrand et al., 2010). There is no simple solution for customer retention but there are a few ways, strategies and processes that can be adopted and used for customer retention(Butt et al., 2021; Panday & Nursal, 2021). If fitness centers are successful in getting the trust of the customer, then the prolonged loyalty will come in the form of membership to the same fitness club. A loyal customer will always prefer to raise issues instead of going to other fitness centers (Hur et al., 2011; Lim et al., 2016; Nuseir & Madanat, 2015; Putra, 2020; Sheng & Liu, 2010).
Key Terms in this Chapter
Customer Satisfaction: A measurement that determines how happy customers are with a company's products, services, and capabilities.
Aerobic: Physical activity that increases the heart rate and the body's use of oxygen. It helps improve a person's physical fitness.
Customer Retention: A metric that measures customer loyalty, or the ability for an organization to keep its customers over time.
Vigorous Physical Activity: It requires the highest amount of oxygen consumption to complete the activity. Examples of vigorous physical activities include: running (5 mph >), swimming, shoveling, soccer, jumping rope, carrying heavy loads (i.e. bricks).
Longevity: A long duration of individual life.
Critical Incident Technique: An actual or perceived event or situation that involves crisis, disaster, trauma, or emergency.
Abandonment: An act of leaving someone or something or of ending or stopping something, usually forever.