Customer Satisfaction and Retention at Fitness Centres Based on Website Quality and Service

Abstract

This research aims to test and analyses the effect of the website quality and services of a fitness center on its customer's satisfaction. It helps website and business owners to know what is more effective in terms of their service. It is conducted in AR Fitness Zone and other fitness institutes, using data from cutting edge tools. All users in the fitness center are the research samples; there are 150 people. The research was conducted with data using IBM SPSS Statistics Version 28.0 (190). The result of this research is to find out that website quality and services have a significant effect on customer satisfaction and retention. Also, the results indicate that people are more likely to respond to good service than the website quality, but when the customer is new, website representation matters a lot. It was observed that service quality has a significant effect on website quality.