Research On The Influence Mechanism Of TJ High-end Fitness Club Service Quality On Word-of-mouth Communication Willingness

In recent years,with the rapid economic development of Tianjin and the increase in persons' income,demand for quality of life has been constantly increasing and people have paid more attention to health,and the selection criteria for services have also risen in the same period.Therefore,the high-end fitness clubs in Tianjin will have a good development opportunity with the increasing demand of users.However,in spite of good opportunities,the business environment in fitness service industry is becoming more and more competitive.And the service quality of high-end fitness clubs' plays a decisive role in the survival and development in the existing environment.At the same time,customer satisfaction will affect whether they can hold the customers.Customers' willingness to spread word of mouth will help them build brand advantages.In this study,the members of Tianjin high end fitness club were selected as the research object.On the basis of summarizing the predecessors' service quality,customer satisfaction and word-of-mouth communication intention,the four dimensions of SSQRS model were used to measure the high-end fitness club in Tianjin.And through questionnaires,the data of Tianjin high-end fitness club members' willingness to service quality,customer satisfaction and word-of-mouth communication will be obtained,and statistical analysis will be used to study customer satisfaction in the impact of service quality on word-of-mouth communication willingness.The research results show that customer satisfaction plays a role in mediating the effect of service quality on word-of-mouth communication willingness,and verify that the customer satisfaction is positively related to service quality and customer satisfaction is positively related to word-of-mouth communication willingness.Accordingly,Tianjin high end fitness club is supposed to improve the quality of service,and customer satisfaction and the willingness to spread word of mouth are thus improved.And in comparison with previous research conclusions,it is found that the customer satisfaction of high-end fitness clubs is almost independent of the quality of the active environment and the quality of interactive services,which is different from the results of previous studies.It can be seen that the quality of the activity environment and the quality of interactive services of the high-end fitness clubs themselves are maintained at a relatively high level,which has certain peculiarities compared with other grades.