Title: Enhancing customer satisfaction and customer loyalty by means of mobile service: the case of the fitness club

Authors: Chien-Chung Teng; Cheng-Chung Cheng; Di-Qun Xu; Chang-Dian Huan

Addresses: School of Physical Education, Jiaying University, No. 100, Meisong Rd., Meizhou City, 514015, Guangdong, China ' Department of Leisure Services Management, Chaoyang University of Technology, No. 168, Jifeng E. Rd., Taichung City, 41349, Taiwan ' School of Physical Education, Minnan Normal University, No. 36, Xing Qian Zhi Jie, Zhangzhou City, 363000, Fujian, China ' School of Sport Management, Shandong Sport University, No. 10600, Century Avenue, Jinan City, 250102, Shandong, China

Abstract: This study analysed the impact of mobile service quality in fitness clubs on customer satisfaction and loyalty, identifying key service quality items that require improvement. This study adopts a questionnaire survey method, collecting data on mobile service quality, customer satisfaction, and loyalty from members of fitness clubs in Fujian, China. A total of 381 valid questionnaires were collected. Data analysis was conducted using Statistical Package for the Social Sciences (SPSS), linear structural relations (LISREL) statistical software, and importance-performance and gap analysis (IPGA). Statistical analysis indicates that mobile service quality positively impacts customer satisfaction and loyalty. Customer satisfaction acts as a mediator between mobile service quality and customer loyalty, facilitating the indirect effect of service quality on loyalty. Using IPGA, we identified five key quality items of fitness clubs' mobile service that require improvement.

Keywords: service management; mobile service quality; quality improvement; fitness club management; IPGA.

DOI: 10.1504/IJMC.2026.152928

International Journal of Mobile Communications, 2026 Vol.27 No.3, pp.231 - 256

Accepted: 25 Mar 2025
Published online: 15 Apr 2026 *

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