초록

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Abstract ▼ AI-Helper

The purpose of this study is to identify and analyze factors that have effects on customer satisfaction. In particular, this study mainly concentrates on female customers of fitness centers and analyzes the factors that affect their satisfaction level substantially. To achieve this purpose, the stud...

The purpose of this study is to identify and analyze factors that have effects on customer satisfaction. In particular, this study mainly concentrates on female customers of fitness centers and analyzes the factors that affect their satisfaction level substantially. To achieve this purpose, the study collected survey data from 350 women, using convenience sampling method, who were registered members of fitness centers in Seoul. The major findings are: First, the service quality that was perceived by the female customers show the strongest effects on the level of their satisfaction. Second, together with the perceived service quality, the center"s will to improve service quality and general atmosphere of service also affect customer satisfaction. Third, the atmosphere and reliability of service provided affect the degree of customers" loyalty to the center. Fourth, in general, it is found that satisfaction with service is more important than that with facility in consumer satisfaction.

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