Market-Retention in Fitness Centers: Identifying and Ranking the Factors Affecting Customer Retention

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Ghadiri Mohammad Sadegh; FAHIMINEJAD ALI; BAGHERI HADI; Tayebi Seyed Mostafa

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Journal Paper

Paper Information

Journal: Journal of New Studies in Sport Management Year:2021 | Volume:2 | Issue:1 Page(s): 95-110

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Information Journal Paper

Title

Market-Retention in Fitness Centers: Identifying and Ranking the Factors Affecting Customer Retention

Author(s)

Ghadiri Mohammad Sadegh | FAHIMINEJAD ALI | BAGHERI HADI | Tayebi Seyed Mostafa | Issue Writer Certificate

Keywords

Customer Behavior

Customer Experience

Satisfaction

Fitness Center

ISM

Abstract

This study was conducted to identify and to rank the factors affecting market retention in Fitness Centers. 14 participants including the customers and managers of Fitness Centers participated in a semi-structured interview to collect the required data. Sixteen factors were extracted from the interviews and sixteen experts evaluate the relationships among these factors with pairwise comparisons. Based on Interpretive-Structural Modeling, the factors categorized in five levels, i. e. 1) customer relationship quality, Customer Experience quality, reputation, price, perceived value and Satisfaction, 2) Overall servicequality, secondary services and ethical climate, 3) Training type and schedule, location and accessibility and social responsibility, 4) Interior design and equipment, 5) Manager communication and trainer’ s competencies. For the sake of customer retention, Fitness Centers are required to align their decisions with their customer requirements. Ranking the effective factors in this study can provide the Fitness Centers’ managers with a better understanding of the factors affecting customers’ decisions.

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APA: Copy

Ghadiri, Mohammad Sadegh, FAHIMINEJAD, ALI, BAGHERI, HADI, & Tayebi, Seyed Mostafa. (2021). Market-Retention in Fitness Centers: Identifying and Ranking the Factors Affecting Customer Retention. JOURNAL OF NEW STUDIES IN SPORT MANAGEMENT (JNSSM), 2(1), 95-110. SID. https://sid.ir/paper/693496/en

Vancouver: Copy

Ghadiri Mohammad Sadegh, FAHIMINEJAD ALI, BAGHERI HADI, Tayebi Seyed Mostafa. Market-Retention in Fitness Centers: Identifying and Ranking the Factors Affecting Customer Retention. JOURNAL OF NEW STUDIES IN SPORT MANAGEMENT (JNSSM)[Internet]. 2021;2(1):95-110. Available from: https://sid.ir/paper/693496/en

IEEE: Copy

Mohammad Sadegh Ghadiri, ALI FAHIMINEJAD, HADI BAGHERI, and Seyed Mostafa Tayebi, “Market-Retention in Fitness Centers: Identifying and Ranking the Factors Affecting Customer Retention,” JOURNAL OF NEW STUDIES IN SPORT MANAGEMENT (JNSSM), vol. 2, no. 1, pp. 95–110, 2021, [Online]. Available: https://sid.ir/paper/693496/en

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