• Suyatman - Department of Sports Management, Faculty of Sports Science, Chulalongkorn University, Thailand
  • Kaveepong Lertwachara Department of Sports Management, Faculty of Sports Science, Chulalongkorn University, Thailand


This study was designed to explore the level of service quality and its effects on customer satisfaction. Data were collected from 420 men and women from 14 fitness centers. The findings showed that four dimensions such as assurance, empathy, reliability, responsiveness, of perceived service quality had a higher value than expected service quality. Tangible dimension was the only dimension that did not meet customer expectations. Based on the regression analyses, responsiveness was the only variable that had negative effect on S1 (specific services provided). Basically, there was a positive relationship between service quality and overall satisfaction. Tangible dimension, empathy dimension, personal class, and membership had a positive relationship to overall satisfaction. Based on the findings, the managers of fitness center should consider responsiveness dimension because it has negative effect on specific services provided. Moreover, the researchers recommended that fitness centers should emphasize to increase the variables that have a positive effect on overall satisfaction.


Aprianto, B. & Sugiharto, S. (2020). The Differences in Effectiveness of Set System and Compound Set Methods on the Arm Muscle Hypertrophy Program of Pion Fitness Semarang’s Members [Perbedaan Efektivitas Metode Set Sistem dan Compound Set Terhadap Program Hypertrophy Otot Lengan Member Fitness Pion Gym Semarang]. Journal of Sport Science and Fitness, 6(1), 6-12.
Arroyo, M. J. B., Fernández, J. G., Ruiz, P. G., & Puyana, M. G. (2020). Analyzing Consumer Loyalty through Service Experience and Service Convenience: Differences between Instructor Fitness Classes and Virtual Fitness Classes. Journal of Sustainability, 12(3), 828-844.
Avourdiadou, S. & Theodorakis, N. D. (2014). The development of loyalty among novice and experienced customers of sport and fitness centres. Sport Management Review, 17(4), 419-431.
Brady, M. K. & Cronin, J. J. (2001). Some new thoughts on conceptualizing perceived service quality: a hierarchical approach. Journal of Marketing, 65(3), 34-49.
Dias, C., Ferreira, A., Romão, P. A., & Fonseca, A. M. (2019). Examining the relationship between perceived service quality, satisfaction, and renewal intention in Portuguese fitness centers. Journal of Sports Psychology, 28(2), 49-58.
Fafurida, F. & Oktavilia, S. (2020). Sustainable Transportation Strategy in Semarang City, Indonesia. Test Engineering and Management, 83, 16868-16872.
Fajlin, E. Y. (2020, 7th June). Semarang City Youth and Sports Agency Reminds Residents Who Exercise in Public Areas to Apply Health Protocols. Tribun Jateng.
Fernández, J. G., Ruiz, P. G., Colon, L. V., Gutiérrez, J. O., & Gavira, J. F. (2018). Exploring fitness centre consumer loyalty: differences of non-profit and low-cost business models in Spain. Journal of Economic Research, 31(1), 1042-1058.
Hallowell, R., Schlesinger, L. A., & Zornitsky, J. (1996). Internal service quality, customer and job satisfaction: Linkages and implications for management. Journal of Human Resource Planning, 19(2), 20-31.
Haro-González, M., Perez-Ordas, R., Grao-Cruces, A., & Nuviala, A. (2017). Female users of unisex fitness centres and of fitness centres exclusive for women: Satisfaction. International Journal of Sports Marketing and Sponsorship, 19(4), 384-395.
Kampusnesia (2018). FitNation Opens a Premier Fitness Center in Semarang City. STIKOM Semarang.
Kim, D. & Kim, S. Y. (1995). QUESC: An instrument for assessing the service quality of sport centers in Korea. Journal of Sport Management, 9(2), 208-220.
Kim, K. T., Bae, J., Kim, J. C., & Lee, S. (2016). The servicescape in the fitness center: measuring fitness center’s services. International Journal of Sport Management, Recreation & Tourism, 21(1), 1-20.
Kusumasari, D. W. & Dwiyanto, B. M. (2013). Analysis of the Influence of Motivation, Location, and Service Quality on Decisions on Choosing a Fitness Center as a Place to work out (Case Study at Oryza Gym Fitness Center, Semarang) [Analisis Pengaruh Motivasi, Lokasi, Dan Kualitas Layanan Terhadap Keputusan Pemilihan Fitness Center Sebagai Tempat Melatih Kebugaran Tubuh (Studi Kasus Pada Oryza Gym Fitness Center Semarang)]. Jurnal Studi Manajemen dan Organisasi, 11(2), 104 -115.
Lam, E. T., Zhang, J. J., & Jensen, B. E. (2005). Service Quality Assessment Scale (SQAS): An instrument for evaluating service quality of health-fitness clubs. Journal of Measurement in Physical Education and Exercise Science, 9(2), 79-111.
Lewis, R. C. & Booms, B. H. (1983). The marketing aspects of service quality. Emerging Perspectives on Services Marketing, 65(4), 99-107.
Lim, J., Romsa, B., & Armentrout, S. (2016). The impact of perceived value, satisfaction, service quality on customer loyalty in women’s fitness clubs. The Sport Journal, 56, 139-149.
Maksimović, N., Matić, R., Tovilović, S., Popović, S., Maksimović, B., & Opsenica, S. (2017). Quality of services in fitness centres: importance of physical support and assisting staff. Journal of Physical Education and Recreation, 39(3), 67-78.
Moreira, A. C. & Silva, P. M. F. D. (2015). The trust-commitment challenge in service quality-loyalty relationships. International Journal of Health Care Quality Assurance, 28(3), 253-266.
Moreira, A. C. & Silva, P. M. F. D. (2016). Complaint behaviour by third parties: exploring service quality, customer satisfaction and word-of-mouth in health clubs. International Journal of Sport Management and Marketing, 16(3-6), 152-171.
Najafzadeh, M. R. & Shiri, F. (2015). The relationship between service quality and perceived value with customer loyalty and aerobic fitness clubs in Tabriz. International Journal of Physical Education, Sports and Health, 1(6), 69-73.
Nanda, A. M., Athanasius, S. S., & Indrajaya, T. (2020). Strategic Planning For Fitness Center Business Development in Semarang [Perencanaan Strategis Untuk Pengembangan Bisnis Fitness Center di Semarang]. JEMAP, 2(2), 196-215.
Nietos, I. F., Zournatzi, E., Koustelios, A., & Costa, G. (2015). Relationship Among Service Quality, Customer Satisfaction, and Renewal Intentions in Recreation Theme Park in Greece. International Journal of Sport Management, Recreation and Tourism, 18, 41-55.
Oliver, R. L. (1997). Satisfaction: A behavioral perspective on the consumer. McGraw-Hill.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). Servqual: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12-40.
Rodriguez, M. (2018, May 23). IHRSA Report: Asia-Pacific Markets Attract 22M Gym Members. IHRSA.
Šíma, J. & Ruda, T. (2019). Using the SERVQUAL Model in Prediction of Customer Satisfaction in Czech Fitness Centres. Journal of Sports Management, 7(1), 42-49.
Teik, D. O. L. (2015). Enhancing the experience of needs satisfaction through service engagement: A case of commercial fitness centers in Malaysia. Journal of Global Scholar of Marketing Science, 25(2), 109-121.
Thenu, S. (2019). Investment Reaches IDR 47.24 Trillion, Jawa Tengah Creates 71,639 Job Vacancies. Berita Satu.
Tsitskari, E., Antoniadis, C., & Costa, G. (2014). Investigating the relationship among service quality, customer satisfaction and psychological commitment in Cyprian fitness centres. Journal of Physical Education and Sports Science, 14(4), 514-520.
Yusof, A., Popa, A., & Geok, S. K. (2018). Relationship between Perceptions of Fitness Facility Service Quality and Future Intentions of Fitness Center Users in Thailand. International Journal of Academic Research in Business & Social Sciences, 8(7), 863-871.
Zardo, H. T., Biçer, M., & Abakay, U. (2018). Investigation of Quality of Service Mentality in Turkey and Iraq Sport Centers. European Journal of Physical Education and Sports Science, 4(7), 43-49.
How to Cite
-, Suyatman; LERTWACHARA, Kaveepong. THE EFFECTS OF SERVICE QUALITY ON CUSTOMER'S SATISFACTION IN FITNESS CENTER IN SEMARANG, INDONESIA. Journal of Business And Entrepreneurship, [S.l.], v. 10, n. 1, p. 26-37, nov. 2021. ISSN 2685-6255. Available at: <>. Date accessed: 07 oct. 2022. doi: