Research On Service Quality And Customer Satisfaction Of Commercial Fitness Clubs In Changchun

Under the new background of China's economic restructuring and industrial structure optimization,the idea of investing in health for the people is becoming more and more popular,the demand of people's fitness is increasing day by day,the demand for commercial fitness club presents the characteristics of diversified types and complicated structure.In contrast,the development of commercial fitness clubs in China is still in the stage of expansion,pay attention to price war,service quality is not high.At the same time,the concept of quality based on production standards is being replaced by the concept of service quality which is the core of consumer demand,customer satisfaction as the ultimate goal of the modern concept of service quality is gradually established.Improve service quality and then improve customer satisfaction,on the one hand,consumers can get high quality fitness service,cheerful mood,improve the quality of life;on the other hand,for commercial fitness club,can enhance the competitiveness and promote the sustainable development of the industry.Commercial fitness club is not only an important part of the sports industry,but also an important way to implement the national fitness program.Therefore,in the face of the new economic normal,the new situation of social development,how to improve the service quality of commercial fitness clubs and improve consumer satisfaction is particularly important.In this study,using the method of literature research,interview,questionnaire and mathematical statistics method,based on the PZB model,according to the SERVQUAL scale combined with the characteristics of commercial fitness clubs in preparation of the service quality scale of commercial fitness clubs,consumer as the main body,Taking consumers as the main part,analyzes the structure of Commercial Fitness Club consumers,explores the relationship between service quality of commercial fitness clubs and consumer satisfaction,discusses the gap between the perception and expectation of service quality and the influence of different background variables on service quality.The results show that commercial fitness club consumers are mainly concentrated in the age of 45 years of age,higher education,and has a certain income of the population;Service quality is positively related to customer satisfaction,reliability has the highestexplanatory power on customer satisfaction;Service quality expectations and feelings are significantly different;There was no significant difference in the satisfaction of service quality between different ages and different occupation,different gender,education level,monthly income of the consumer satisfaction with the quality of service is a significant difference.To improve service quality,increase customer satisfaction and put forward the following suggestions: to understand and manage the expectations of consumers,the formulation and implementation of standards of service quality,staff training and the key to improve the quality of service gap problem.