Authors: Chien-Chung Teng; Ming-Chun Tsai; Wen Pei
Addresses: Chung Hua University, No. 707, Sec.2, WuFu Rd., Hsinchu City, 300, Taiwan ' Department of Artificial Intelligence, CTBC Business School, No. 600, Sec. 3, Taijiang Blvd., Tainan City, 709, Taiwan ' Department of Business Administration, Chung Hua University, No. 707, Sec.2, WuFu Rd., Hsinchu City, 300, Taiwan
Abstract: This study aimed to explore the quality factors of fitness clubs' important mobile services from the customers' perspective to facilitate accurate positioning of the main mobile service quality factors to be improved. Through questionnaires, this study collected data on the service quality and satisfaction of fitness club customers, leveraged the regression analysis to understand the influences on mobile services, service quality, and satisfaction levels according to the variables, and then, used the IPGA model to explore mobile service quality factors as a reference for follow-up service selection, in order to improve the quality factors. The results are found as listed: 1) mobile services are important antecedent variables that affect service quality and customer satisfaction; 2) 'privacy' and 'system availability' are the critical mobile service quality factors that need to be improved for fitness club.
Keywords: fitness club; mobile service; service quality; customer satisfaction; critical quality.
International Journal of Mobile Communications, 2021 Vol.19 No.6, pp.772 - 793
Accepted: 24 Jun 2020
Published online: 29 Oct 2021 *