How to Improve Customer Loyalty in the Health Industry? †
Abstract
:1. Introduction
2. Materials and Methods
2.1. Respondents
2.2. Procedures
2.3. Date Processing
3. Results
3.1. Demographic
3.2. Service Quality and Customer Loyalty Scale
3.3. Fitness Centers in Taichung City Their Differences in Service Quality and Customer Loyalty
4. Conclusions
Funding
Institutional Review Board Statement
Informed Consent Statement
Data Availability Statement
Conflicts of Interest
References
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Item | Content | n | % |
---|---|---|---|
Gender | Male | 56 | 59.4 |
Female | 38 | 40.4 | |
Age | 18 to 25 years old | 55 | 58.5 |
26 to 35 years old | 32 | 34 | |
36 to 50 years old | 7 | 7.4 | |
Level of education | High school | 2 | 2.1 |
University | 72 | 76.6 | |
Master’s degree | 20 | 21.3 | |
Occupation | Services | 26 | 27.7 |
Students | 30 | 31.9 | |
Faculty | 11 | 11.7 | |
Business | 11 | 11.7 | |
Others | 16 | 17.1 | |
Training frequency per week | 0 to 1 time | 28 | 29.8 |
2 to 3 times | 39 | 41.5 | |
4 to 6 times | 24 | 25.5 | |
7 times or above | 3 | 3.2 | |
Time of visit | 6 a.m. to 10 a.m. | 4 | 4.3 |
10 a.m. to 2 p.m. | 15 | 16 | |
2 p.m. to 6 p.m. | 27 | 28.7 | |
6 p.m. to 10 p.m. | 44 | 46.8 | |
10 p.m. to 6 a.m. | 4 | 4.3 | |
Training class | Self-training | 88 | 93.6 |
Group class | 2 | 2.1 | |
Personal training | 4 | 4.3 |
Scale Content | n | M | S.D | Sequence | |
---|---|---|---|---|---|
Service quality | tangibility | 94 | 4.24 | 0.61 | 3 |
reliability | 94 | 4.04 | 0.74 | 3 | |
responsiveness | 94 | 3.96 | 0.74 | 3 | |
certainty | 94 | 3.87 | 0.79 | 3 | |
empathy | 94 | 3.81 | 0.83 | 4 | |
Customer loyalty | Customers repurchase willingness | 94 | 3.63 | 0.81 | 2 |
recommendations to others | 94 | 3.54 | 0.86 | 2 |
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Kwok, K.H. How to Improve Customer Loyalty in the Health Industry? Med. Sci. Forum 2022, 10, 12. https://doi.org/10.3390/IECH2022-12298
Kwok KH. How to Improve Customer Loyalty in the Health Industry? Medical Sciences Forum. 2022; 10(1):12. https://doi.org/10.3390/IECH2022-12298
Chicago/Turabian StyleKwok, Ka Ho. 2022. "How to Improve Customer Loyalty in the Health Industry?" Medical Sciences Forum 10, no. 1: 12. https://doi.org/10.3390/IECH2022-12298