The Survey about the fitness centers in the Netherlands - copy - copy

The relationship between Customer satisfaction & customer loyalty

 

The questionnaire first starts with an introduction and a supplementary Part A where you are kindly asked to provide some general demographic details about yourself; this is for the pure purpose of categorizing the participants by age, gender, marital status, education and income level. Then, Part B shows the principal content of this questionnaire, containing statements regarding to your perceptions of the fitness centre’s service quality, satisfaction, and loyalty to the centre. There are 30 statements totally, for which only ONE answer (or ranks from 1 to 5) is required. Overall, the questionnaire will take only 5 minutes to complete but the data it provides is precious and indispensable for the success of my research.

Regarding the confidentiality issue, please be assured that your answers will be kept in security and destroyed after the research is marked; the findings will only be shown to the school’s marking board, and this research is for solely academic purpose. By no means will your identity be revealed or recognized, as answers will be numbered randomly (Participant 1, 2, 3 …). At any time you have the rights to stop this questionnaire.

Questionnaire results are publicly available

A – Demographic information of the participants (for administrative purpose) Please tick the ONE most correct answer for each question: Your fitness center name

How often do you go to the fitness club?

Your gender

Your age

Your education Level

Your marital status

Your annual income level

B – The main part of the Questionnaire Please select ONE answer for each statement and tick (X) into the corresponding ranking (from 1 to 5): 1-Strongly disagree 2-Moderately disagree 3-Neutral 4-Moderately agree 5-Strongly agree 6.Service Quality- Interaction quality- 6.1.Do you think the employees are enthusiastic to provide the service before you have been decided to be the membership of the gym?

6.2. Do you think the employees respond promptly to customers’ queries after you had been sign the membership contract?

6.3. Do you think the employees are helpful and motivational base on your special goal (e.g. being fit, losing weight, learn to dance etc.)?

6.4 Do you think the employees create a comfortable environment for members? ( e.g. no judgements, no mocking, no humiliating etc.)

6.5.Do you think the employees have thorough knowledge about fitness in general and fitness programs offered in particular?

7.Service Quality- Physical environment quality 7.1. Are you choosing this fitness club because of nicely designed and fully equipped machines?

7.2. Are you choosing this fitness club because they are providing the multiple interesting group classes( Yoga, Zumba, Boxing. Street dance etc.)

7.3 Are you choosing this fitness club is because of some special offers (e.g. nutrition food, nutrition water, sauna, Jacuzzi, massage etc.?

7.4.Are you choosing this fitness club is because it is spacious?

7.5 Do you think clean and hygienic for choosing the fitness club is important?

7.6 Do you think the atmosphere in the fitness centre is not worsened by other customers?

7.7. Do you think the atmosphere in the fitness centre is very important for the clients as well as create a relax mood for working out?

8. Service quality – Outcome quality 8.1 Do you think exercising in this fitness club could help me to achieve my goals? (losing weight, be more fit, build up my muscles, gain new skills etc.)

8.3. Do you think exercising in this fitness club helps me gain new friends and meet different people from different region?

8.4. Do you think exercising in this fitness club makes me feel more motivated and fall in love with sports?

9.Satisfaction 9.1. "overall I am satisfied with my choice of my current fitness club"

9.2. Overall I am satisfied with the customer service in this gym about before sign the membership and after being the member of it.

9.3 Overall I am satisfied with the employees in this fitness centre.

9.4 Overall I am satisfied with the atmosphere of this fitness centre (The equipments and group lessons).

10.Loyalty –Actual behaviours 10.1. I have extended my membership with this fitness club at least once OR I have participated in more than one fitness programs of this centre

10.2. I have recommended this fitness centre to a third party (friend, family, colleague…)

10.3. I participate in fitness programmes in this fitness centre often (daily, weekly, monthly)

11.Loyalty – Behavioural intentions 11.1. I am dedicated to being a member of this fitness club

11.2. I find it hard to quit this fitness centre for another one

11.3. I will make an effort in order to be a member of this fitness centre

11.4. I will try to end up the contract with this fitness club as soon as I can and try another fitness club because I am not satisfied with all of the elements mentioned above.