The critical factor of mobile service in fitness clubs

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.