Global Journal of Management and Business Research, E: Marketing, Volume 23 Issue 1

degree of service that a business is likely to provide. These expectations are typically utilized as a service quality barometer against which CS is assessed (Churchill & Surprenant, 1982). The optimal quality of services desired by consumers, also known as their expectations, is referred to as the normative expectation. The expectations and global satisfaction data gathered can explain members' loyalty to their fitness centers. Appendix A Construct Items Source Customer Expectation 1. I believe that I will appreciate the fitness club as having modern equipment. 2. I believe that I will enjoy the fitness club with various class exercises. 3. I believe that I would really like the available services to members. 4. I believe that the fitness club will be visually appealing. 5. I believe that the fitness club will pay attention to consumers individually. 6. I believe that the fitness club will handle customer problems immediately. (Gonçalves & Diniz, 2015; Habel et al., 2016; Thanabordeekij, 2017) Perceived Services Quality 1. I receive the fitness club services I expect. 2. The fitness service outcome meets my expectation. 3. The fitness club provides reliable service. 4. The quality of service provided by the club is outstanding. (Chang & Chelladurai, 2003) Firm Marketing Communication 1. I like the advertising and promotions of this brand. 2. I feel positive about the advertising and promotions of this brand. 3. The advertising and promotions of this brand do a good job. (Zehir et al., 2011) Customer Satisfaction 1. I am satisfied to have joined this fitness club. 2. Choosing this club was a good decision. 3. If I had to do it again, I would make the same choice. 4. The fitness club always fulfills my expectations. 5. My experiences with the fitness club are excellent. (Alexandris et al., 2004) Customer Loyalty 1. I have determined that I will renew and keep my membership in this fitness club. 2. I will recommend this club to a friend. 3. If I had to do it over again, I would make the same choice. (Bodet, 2008; Oh et al., 2011) Declaration of Conflicting Interests ” The author(s) declared no potential conflicts of interest concerning the research, authorship, and/or publication of this article. ” R eferences R éférences R eferencias 1. Afthanorhan, A., Awang, Z., Rashid, N., Foziah, H., & Ghazali, P. (2019). Assessing the effects of service quality on customer satisfaction. Manage- ment Science Letters, 9 (1), 13-24. doi:10.5267/ j.msl.2018.11.004 2. Afthinos, Y., Theodorakis, N. D., & Nassis, P. (2005). Customers’ expectations of service in Greek fitness centers: Gender, age, type of sport center, and motivation differences. Managing Service Quality: An International Journal . doi:10.1108/09604520510597 809 3. Agarwal, B., & Kapoor, N. (2014). Impact of marketing strategies on customer satisfaction in insurance sector. Pranjana: The Journal of Manage- ment Awareness, 17 (1), 37-46. 4. Ainsworth, B. E., & Sallis, J. F. (2022). The Beijing 2022 Winter Olympics: An opportunity to promote physical activity and winter sports in Chinese youth. Journal of Sport and Health Science, 11 (1), 3. 5. Albayrak, T., & Caber, M. (2014). Symmetric and asymmetric influences of service attributes: The case of fitness clubs. Managing Leisure, 19 (5), 307- 320. 6. Alexandris, K., Dimitriadis, N., & Kasiara, A. (2001). The behavioural consequences of perceived service quality: An exploratory study in the context of private fitness clubs in Greece. European Sport Manage- ment Quarterly, 1 (4), 280-299. doi:10.1080/161847 40108721903 7. Alexandris, K., & Palialia, E. (1999). Measuring customer satisfaction in fitness centres in Greece: an exploratory study. Managing Leisure, 4 (4), 218- 228. doi:10.1080/136067199375760 8. Alexandris, K., Zahariadis, P., Tsorbatzoudis, C., & Grouios, G. (2004). An empirical investigation of the relationships among service quality, customer satisfaction and psychological commitment in a health club context. European Sport Management Quarterly, 4 (1), 36-52. 9. Almasri, D., Noor, A., & Diri, R. (2020). Behavioral changes in gym attending due to COVID-19 Customer Loyalty in the Fitness Club Industry: The Role of Club Communication, Customer Expectation and Perceived Service Quality 56 Global Journal of Management and Business Research Volume XXIII Issue I Version I Year 2023 ( )E © 2023 Global Journals