The Survey about the fitness centers in the Netherlands

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.

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Create your questionnaire Answer this form

The Survey about the fitness centers in the Netherlands

For health and fitness centre: ………………… A – Demographic information of the participants (for administrative purpose) Please tick the ONE most correct answer for each question: 1. Your gender

2. Your age

3. Your education Level

4. Your marital status

5. Your annual income level

6.2. Do you think the employees respond promptly to customers’ queries?

6.3. Do you think the customers are respected by employees?

6.4. Do you think the employees are polite?

6.5. Do you think the employees create a comfortable environment for members?

6.6. Do you think the employees are reliable?

6.7. 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. Do you think the fitness club is equipped with modern machines?

7.2. Do you think the fitness club is nicely-designed?

7.3. Do you think the fitness club is spacious?

7.4. Do you think the fitness club is clean?

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

7.6. Do you think the atmosphere in the fitness centre is nice?

8. Service quality – Outcome quality 8.1. Do you think exercising in this fitness club makes me feel more energetic?

8.2. Do you think exercising in this fitness club makes me healthier?

8.3. Do you think exercising in this fitness club makes me feel mentally better?

8.4. Do you think exercising in this fitness club makes me feel more fit?

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

9.2. Do you think it is a wise choice for me to choose this club?

9.3. Do you think it is a right thing for me to choose this club?

9.4. Have you ever thought about "I wish I had chosen a different fitness centre"?

9.5. Have you ever thought "Choosing this fitness centre makes me feel guilty"?

9.6. Do you think "overall I am not happy with my decision to go to this fitness centre"?

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 program 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

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

11.2. I am determined to become a member of this fitness club

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

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