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Factors influencing the customer satisfaction rate in Dutch SME fitness centers.

Klasens, M.D. (2020) Factors influencing the customer satisfaction rate in Dutch SME fitness centers.

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Abstract:Currently there is a clear problem with obesity and with the business continuity of Dutch SME fitness centers. Literature indicates that increasing the customer satisfaction rate will improve the business continuity of fitness centers and will consequently help to decrease or stabilize the obesity problem. This research focusses on SME fitness centers since the increasing presence of rivaling low-budget fitness centers has resulted in the business continuity problems, while these rivaling low-budget fitness centers do not offer much in terms of service and guidance in comparison to many SME’s. Therefore, SME’s are contributing more towards solving or stabilizing the obesity problem in comparison to the larger low-budget fitness chains. Consequently, the aim of this study is to determine which factors influence customer satisfaction in Dutch SME fitness centers. In order to find which factors influence customer satisfaction at Dutch SME fitness centers, this study has combined results and opinions from previous relevant studies in order to create a new model that indicates which factors influence customer satisfaction. In order to test the hypothesized model, data has been collected from three Dutch SME fitness centers using a questionnaire. A principle component analysis was conducted in order to test the validity and to uncover an underlying structure based on the relatively large set of used variables. The resulting factors have been used in a multiple regression analysis in order to test the impact that they have on the dependent factor, customer satisfaction. The result of this study indicates that: Personnel, Physical environment, Program, Social environment, Supporting services and Outcome have a significant and positive effect on customer satisfaction in Dutch SME fitness centers.
Item Type:Essay (Master)
Faculty:BMS: Behavioural, Management and Social Sciences
Subject:01 general works, 70 social sciences in general
Programme:Business Administration MSc (60644)
Link to this item:http://purl.utwente.nl/essays/81224
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