| Gym services offered by high-end hotel have been becoming more essential, it is highly regarded by people nowadays. This study aims to analyze the current quality of gym services, discuss factors influencing the quality of gym services in high end hotel of Shan Dong. This is to provide a reference for high end hotels to improve on the quality and level of services offered to the public.This thesis mainly uses the literature background, field survey, interviews, questionnaires, mathematical statistics and other investigation methods, surveys were conducted on people who stay in hotels with four star or above, using Descriptive statistics, Exploratory Factor Analysis(EFA), Structural Equation Modeling (SEM) and cluster analysis on a sample of data with more than 62 four star high-end hotel and 287 customers, the results were analyzed based on integrated the usage of Management Science, Sociology and other disciplines related to the theory of the research results.The results showed that: High-end hotels in Shan Dong can provide and satisfy needs of customers on physical environment, technical services, and interactive services, but there is still a problem in the professional standard of service, service prices. The main factors of service quality of high end hotels consist of interactive service quality, participation service quality, activity environment quality, assurance of fitness quality, fitness assessment five aspects and customer loyalty, in the analysis of SEM using customer loyalty as the dependent variable, service evaluation is the greatest direct impact on customer loyalty; followed by the interactive service quality, and third is assurance of fitness quality ; followed by participation service quality; activity environment qualityhas the minimum impact. Research is based on high-end hotel manager's point of view, concluding the factors affecting high end hotel gym service quality are as follows: customer requirements, hotel services, staff quality, and personalized service.
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