| dc.description.abstract | The fitness industry tends to increasingly rise commonly, people now are
concerned about enhancing their health and raising healthy lifestyle awareness. The
demanding of workout and fitness spaces, with sufficient facilities, it turned out
necessary. Practically, there are a lot of fitness centers available in the market,
providing many diverse kinds of physical activities and workout for customers, so the
competition is unavoidable and non-stop growing. In such a competitive industry,
improving service quality, and comprehending the critical role of customer satisfaction
and repurchase intention, entitle the success of the fitness center
The research aims to evaluate the service quality factors impacting on customer
satisfaction and repurchase intention through customers, in order to suggest possible
recommendations, and ultimately utilize in practice businesses. The research model
included service quality (interaction quality, physical environment, and outcome
quality), customer satisfaction and repurchase intention, based on some previous
research frameworks in the fitness industry. There are totally 317 members at Thu Duc
California Fitness and Yoga Center, took part in the surveys. This study applied the
quantitative method by checking to the designed survey, which was analyzed by SPSS
20 data processor.
The result from the study shows that 3 factors in service quality such as
interaction quality, physical environment and outcome quality, have a significantly
positive influence on customer satisfaction and repurchase intention. Especially,
outcome quality is the variable most affect the satisfaction, moreover, customer
satisfaction definitely influences the decision of repurchase in the future of members in
Thu Duc California Fitness and Yoga Center. Although there are limited dimensions in
this research, it can give the practice recommendations for the fitness center to manage
and improve service quality, that allows the fitness center continuously maintain the
customer satisfaction and encourage the repurchase intention.
KEYWORDS: Service Quality, Customer Satisfaction, Repurchase Intention | en_US |
