The Survey of Factors Affecting Satisfaction of Health and Fitness Club Customers (Case study of two top ranked fitness clubs in Georgia)

Abstract

This survey investigates the various factors that influence customer satisfaction in health and fitness clubs. The study aims to identify key elements that contribute to a positive experience for club members, including the quality of facilities, the professionalism and friendliness of staff, the variety and availability of fitness programs, cleanliness, and the overall environment. Data was collected through questionnaires distributed to a diverse group of club members, ensuring a comprehensive understanding of customer preferences and expectations. The findings highlight that the most significant factors affecting satisfaction are the cleanliness of the facilities, the expertise and approachability of the staff, and the range of available fitness programs. Additionally, the study reveals that personalized attention and a welcoming atmosphere play crucial roles in enhancing customer satisfaction. These insights can help health and fitness clubs to tailor their services and improve customer retention by focusing on the aspects that matter most to their members.