Gym Satisfaction Survey Report

Academic Sources Review

Discuss about the Gym Satisfaction Survey Report.

Body fitness is crucial to the life of a person and it is linked to various health benefits. Medical practitioner and medical advisors have been urging their patients to engage themselves in physical exercises to reduce their body sizes and maintain their BMI. There are some proven ideologies that state that people who are physically fit are not prone to diseases such as asthma, lung diseases, breathing problems among other respiratory diseases. Also, some other health issues like bone strength and memory problems have been linked to insufficient physical exercises (Fitness, 2017). Obesity is another health problem that is really troubling the peace of individuals in the society. Physical exercises are linked to eating balanced diets to help in good body and muscle development. Undertaking physical exercises is not limited to the age of a person, only that the type of physical exercises done differ. Children and old people need to do light exercises because they perceive some kind of body weakness (Malin, 2010).

Health and body management problems have created a business opportunity for the investors who have decided to commercialise provision of exercises. Gyms have been created in the business centre and residential areas to provide the services to the people who are struggling to manage their body. Doing physical exercises is not only aimed at reducing body weight, some people also wish to gain body strength and others want to relieve stress and several wishes to have a better body shape. Therefore, every individual who attends gym sessions wishes to experience changes in their bodies based on their objectives (Fitness, 2017). It is the responsibility of the gym investors to ensure that they employ qualifies gym instructors and purchase a variety of machines to assist the customers in undertaking their exercises. Some other instructors own the business because of personal experience or exposure to physical exercises. A service business is at risk of losing customers after failing to satisfy their customers. Gym satisfaction is visible by the achievements made by the customers, either by reducing weight or gaining strength as expected.

Surveys have been done to perform analysis on the service provision by the gym instructor and the level of satisfaction gained by the customers (Malin, 2010). People who attend the gym have been the main target because they have a better understanding of the specific activities. Some of the findings include customers expressing their lack satisfaction with the type of instruction provided, type of machines used and the fact that they do not experience the effectiveness of the outcomes. Based on the provided understanding of the gym, a study was conducted on the satisfaction of gym customers and this paper provides a detailed analysis report.

Customer Satisfaction Level at a Gym Cross fit (Lewis, 2012)

Lewis (2012) undertook a study that was aimed at analysis the level of satisfaction for the individuals who were attending the gym for physical fitness. The main focus was to check the distribution of customers’ attendance, which is linked to the level of satisfaction. Individuals who get better results after doing the physical exercises will tend to have more classes than their fellow counterparts. Also, the population of gym members will lead to a conclusion that the gym is offering better services to its customer. On this survey, 55.9% of the respondents were male, 39% females and 5% non-response. The main objective of the study was to establish a web-based survey platform for the past and current gym members. Also, it was focused on extracting information about the satisfaction of the members leading to information gain for areas that need improvements. The findings could be used by the gym instructors and investors to better their businesses for better results.

Driver of Customer Satisfaction in a Fitness Club

The findings of the results indicated that 63% percent attended the gym at a rate of 3 – 4 days a week, 34% 1 – 2 days a week and the rest (7%) more than five days a week. Lewis concluded that the level of satisfaction in that gym facility was high and the data could be used in future references to create standard fitness centres. The main areas that need to be improved were increasing the percentage of membership, encourage people to attend at least 3 days per week for the gym classes. Finally, they could aim at maintaining their service delivery quality to retain the existing customers, which could attract more people in the neighbourhood and reduce the membership turnover (Lewis, 2012).

The other the Driver of Customer Satisfaction in a Fitness Club were aiming at evaluating the key determinant of satisfying a person in a fitness centre. The study was divided into psychological factors, physical environment, service environment and two-way interaction. The findings confirmed that goal, perceived value, resources, environment and waiting time were the main drivers of satisfaction for gym customer. In addition, attitude, behaviour, enthusiasm employee and management interactions were also categorised as some other factors that can hinder customers’ satisfaction level. Gym management and instructors should take into account all these factors to ensure that they provide quality services to their customers for maximum satisfaction. Improper management of the fitness facilities might lead to obstruction of all the key elements in the gyms thus reducing the level of satisfaction for the customers, which might make them opt to quit.

The qualitative study created an idea of how important the two interaction was important to the success of a gym business. Therefore, this results advises the fitness management teams to ensure that the relationship between them and the customers are perfectly managed. The study results acknowledge that there is a greater need for knowledgeable and experienced gym employees to deliver quality services to the customers (Yee, Yeung and Ma, 2013).    

Relationship between age of a person and the number of visits per week

The analysis is aimed at determining whether there is a relationship between the age of an individual and the number of times one visits the gym.

Null hypothesis: There is no relationship between age and number of visits per week

Alternative Hypothesis: There is relationship between age and number of visits per week

Table: Excel output

Decision rule: At 95% confidence level, t-statistic is 0.61 and a p-value of 0.525. The p-value is greater than the signicance level, hence fail to reject H₀.

Interpretation: There is no significant relationship between age of a gym customer and the number of visits a person makes in a week.

A market research was conducted to obtain views of the gym users about the proposed change. This was after customers suggested that there was a need for changes in the gym because they were not getting the real value of money from the gym services. The proposed changes included increasing the variety of machines in the gyms and employing more experienced tutors and instructors. The study was conducted to prove or disapprove a hypothesis that the proportion of individuals who supported the changes were greater than 0.5.

Simple Bivariate Analysis

Confidence interval calculation (Excel output)

Hypothesis

Null hypothesis

H₀: p₀ = 0.5

Alternative hypothesis

H₁: p₀ > 0.5

Excel table

• The proportion (p-hat) of individuals who responded with a ‘yes’ was 0.9 (180,000/200,000).
• The hypothesised proportion is 0.5 (p₀)                          

The test statistic (calculated z value) [357.77] is greater that the tabulated z value, hence we reject the null hypothesis. Therefore, we conclude that the proportion of the population in support of the proposed change is greater than 0.5.

The fitness centres management should follow the view of the customers and make the requirements and opinions of the customers, which increases their satisfaction. Assuming this opinions might raise the turnover percentage and reduce the ideal meaning of the gym. 90% of the respondents stated that they supported the proposed changes, which means that the gym services are poorly rated and there is a need for changes. Following the customers’ opinions will help in letting the gym service business succeed.

Frequency tables

Table 1: Gender frequency table

49% of the respondents were male and 51% female.

Table 2: Distribution of respondents’ nationality

51% of the study respondents were Americans and 49% Germans.

Table 3: Reason for going to gym

The greater percentage (85%) of the population go the gym to lose weight or rather gain strength. The others (15%) go to the gym to relief stress among other personal reasons.

Table 4: The use of fit bit & smart watch among the gym users

83% percentage of the survey respondents have not used either fit bit or smart watch while they were doing their physical exercises in the gym.

Table 5: How often the gym customers consider quitting

More than 60% of the people who attended gym session had considered quitting because of their reasons. Some

Descriptive statistics table

Table 6: Descriptive statistics

The minimum weight of the gym customers was 47kgs and a maximum of 116kgs. There was not an individual person who responded to the survey who was underweight based on the BMI results. The average BMI shows that most of the gym customers were overweight and they needed to reduce their weight to gain a BMI which is within the normal range. The mean time used on weight machine is approximately double the minutes used on a cardio machine.

Table 7: Cross tabulation for gender and who do exercises outside the gym

More male than female does exercises outside the gym.

Figure 1: Exercises outside the gym

Table 8: Cross tabulation for gender and opinion for transforming gyms to unisex

Figure 2: Should gyms be unisex?

More females than male suggested that the gyms should be unisex.

Figure 3: Are you ashamed of your body?

Females are more ashamed of their bodies than males.

Figure 4: Should there be a variety of equipment in gyms?

Males support the idea of having a variety of equipment more than their female counterparts.

Figure 5: Do you go to the gym alone?

A greater proportion of females indicated that they go to the gym alone as compared to their male counterparts to whom vice versa true.

Conclusion

Based on the analysis, more than 60% have thought of quitting the gym basically because of the quality of service offered. The only way the turnover rate can be reduced is by improving the state of the gym by following the opinions of the customers. Males wish to have a gym that has a variety of equipment to enable them to perform best in their exercises for better results. Making such identifiable changes can assist in improving the level of satisfaction of the gym customers, thus raising their trust towards the fitness centres. The study results should be used effectively by the gym owners to ensure that their business thrives well and transform the ideal value of money into quality services.

References

Fitness, (2017). Fitness: Exercises, Fitness & Nutrition, and Fitness Articles. [Online] Fitness.com. Available at: https://www.fitness.com/ [Accessed 26 Jan. 2017].

Lewis, S. (2012). An Online Customer Service Survey to Determine Current Levels of Customer Satisfaction at a Cross Fit Gym. Customer Satisfaction. [Online] Logan, Utah: Utah State University. Available at: https://digitalcommons.usu.edu/cgi/viewcontent.cgi?article=1241&context=gradreports [Accessed 26 Jan. 2017].

Malin, J. (2010). My Life at the Gym. 1st ed. Albany: State University of New York Press.

Yee, W., Yeung, R. and Ma, L. (2013). Drivers of customer satisfaction in the fitness club industry. Proceedings of the Academy of Marketing Conference 2013 – Marketing Relevance. [Online] Available at https://marketing.conference-services.net/resources/327/3554/pdf/AM2013_0150_paper.pdf [Accessed 26 Jan. 2017].

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