Factors Affecting Customer Satisfaction for Fitness Club: A Case Study of Noble Fitness Club in Zhongshan

This paper selects Noble Fitness Club in Zhongshan as a research object, adopting a qualitative method and conducting in-depth interviews with its members to determine what factors affect customers’ choice of a fitness club. This study is important because it enriches the theoretical guidance framework of the fitness market. Moreover, it helps partitioners from the fitness industry realize what factors directly impact customer satisfaction, providing recommendations for them to foster sustainable development. In-depth interviewing is the primary method for data collection. And, the thematic content analysis (TCA) approach is used to analyze the data derived from interview transcripts. Existing research identified eight factors affecting customers’ choice of a fitness club. However, the author discovered three additional factors that also significantly influenced their selection of a fitness club: geographical location, group courses, and fitness atmosphere. The fitness industry has an issue of product homogenization. Attracting more customers while retaining existing members is a challenge many fitness clubs face nowadays. Therefore, operators should avoid engaging in a price war, reducing the profit margin to attract more customers at the expense of sacrificing service quality. Instead, they should prioritize customers’ practical needs and make the best effort to meet their expectations