A Research Study on Beijing Fitness Club's Consumer's Satisfaction and Need of the Health Service

摘要

We studied on the service of 10 health clubs and requirement from 439 customers through questionnaire survey and interview, the results told us: 1) For the current health service, 75.7% of customers think they are of an average level. The longer customers being in a gem house, the less satisfied they feel with the group exercise. 2) Most customers prefer to have personal coach, in-time suggestion and feedback to the opinions of customers, to make customers feel being paid close attention. Things of these three aspects are wanted and desired most among customers. 3) The longer customers stay in a health club, the more they require in their course arrangement. 4) 85.9% among customers are still willing to join in the health club if the expense and service quality are both promoted.