Service Quality, Service Experience, and Customer Satisfaction: the Case of a Fitness Center in Breda, the Netherlands

ABSTRACT This research aimed at investigating the influences of service quality and service experience on customer satisfaction in a fitness center business in Breda, the Netherlands. Primary data were gathered using online self-administered questionnaires distributed to members of the fitness center through Qualtrics. The majority of the respondents were Dutch (84%). Most of them were female (62%), and 67% of the respondents were university students in Breda. A five-point Likert scale was used to determine the agreement of each item of service quality, service experience, and satisfaction of... Mehr ...