This study analysed the impact of mobile service quality in fitness clubs on customer satisfaction and loyalty, identifying key service quality items that require improvement. This study adopts a questionnaire survey method, collecting data on mobile service quality, customer satisfaction, and loyalty from members of fitness clubs in Fujian, China. A total of 381 valid questionnaires were collected. Data analysis was conducted using Statistical Package for the Social Sciences (SPSS), linear structural relations (LISREL) statistical software, and importance-performance and gap analysis (IPGA). Statistical analysis indicates that mobile service quality positively impacts customer satisfaction and loyalty. Customer satisfaction acts as a mediator between mobile service quality and customer loyalty, facilitating the indirect effect of service quality on loyalty. Using IPGA, we identified five key quality items of fitness clubs' mobile service that require improvement.
Teng et al. (Thu,) studied this question.