Research On Service Quality Of Commercial Fitness Clubs In Shanghai

In recent years,with the increasing demand for fitness,China’s fitness clubs have developed rapidly,and the number of commercial fitness clubs has exploded.Those who can provide better services to consumers can obtain greater advantages in the market,obtain more customers and produce more considerable economic benefits.At present,in order to obtain more economic benefits,many commercial fitness clubs ignore the core factor of service quality,which leads to a series of service quality problems and limits the healthy development of commercial fitness clubs.Promoting the healthy development of fitness service industry and improving the service quality of clubs have become the requirements of the current era.This research adopts content analysis method,questionnaire survey method and case study method.This paper takes the service quality of commercial fitness clubs in Shanghai as the research object.In the content analysis part,taking dianping users as the survey object,8100 negative comments from users of 168 commercial fitness clubs in Dianping are collected,and 240 valid questionnaires issued by 13 designated fitness clubs are statistically analyzed with fitness club members as the survey object through questionnaire survey.The statistical results show that: Dianping’s user grade structure presents an "olive structure",which is relatively stable and has a high user utilization rate.The negative comments of Dianping users showed an increasing trend.In the word frequency statistics of users’ negative comments,"sales" and "coach" are hot words,indicating that the problem of service personnel is an important factor affecting service quality.Through investigation and statistics,the service quality problems of commercial fitness clubs in Shanghai are mainly in the following aspects: 1 The space of the club venue is narrow,the air and sanitation quality are worrying,and the concentrated passenger flow density leads to the excessive bearing capacity of the venue;2.The types of instruments and facilities are incomplete and the degree of loss is serious,the placement of instruments and facilities is unreasonable and the maintenance and cleaning are not timely;3.Unreasonable course arrangement and difficult appointment;4.Serious over promotion and poor attitude,low professional level of private education and frequent replacement,and employees’ professional ethics need to be improved;5.The member’s information disclosure is serious,the contract is not standardized and the commitment is not fulfilled;6.The club’s problems are not handled in time and the efficiency is low.7.The price problem of the club is significant,and the hidden additional expenses of the club are not clear.Conclusions drawn through the investigation: 1 Commercial Fitness Clubs in Shanghai are an important development engine and play a core role as the leader in China.2.The overall service quality of commercial fitness clubs in Shanghai is at a medium level.3.In the new era,consumers’ fitness needs are increasingly rich,and the fitness service industry meets the "challenge".4.Service environment,facilities,rights and interests protection,fees and other issues need to be solved urgently 5 The problem of service personnel is the "hardest hit area" affecting the service quality.6Clubs do not take full advantage of interactive channels to emphasize user experience and feedback.According to the conclusions of this study,the following suggestions are put forward: 1 Strengthen interaction and communication with members through the platform;2.Fully adopt member feedback and pay attention to user experience;3.Comprehensively improve the service quality of the club and provide high-quality service supply;4.The Consumer Association strengthened the supervision of the fitness service industry,improved relevant laws and filled the gap;5.Formulate relevant preferential policies to support small and medium-sized clubs and reduce the pressure of operating costs.