@article{2019,title={A STUDY ABOUT SERVICE QUALITY, CUSTOMER SATISFACTION AND CUSTOMER LOYALTY IN FITNESS CENTERS},abstractNode={This study is carried out to show the interrelation between the variables like service quality, customer satisfaction, and customer loyalty in terms of fitness centers. With the gathered data, planning models and suggestions from various perspectives are aimed in order to develop more effective management and marketing strategies in fitness centers. “Fitness centers service quality scale”, “customer satisfaction scale” and “customer loyalty scale” are used as data collection tool. The data used in the study is gathered from customers (n=201) of a private fitness center which is in service in Elazig. Frequency, percentage, arithmetic mean and standard deviation analysis are carried out in the gathered data and explanatory factor analysis is carried out in order to define validity of scale and Cronbach Alpha safety coefficient is measured to define internal consistency. In the last phase of analysis, correlation analysis is carried out to define the relations between service quality, customer satisfaction and customer loyalty; hierarchical regression analysis is performed to define the intermediate effect of customer satisfaction between service quality and customer loyalty. According to correlation analysis results, service quality has positive and meaningful relation with both customer satisfaction and customer loyalty (p<0,001). Moreover, there is high level relation of service quality between customer satisfaction and customer loyalty. (r=0,676). According to hierarchical regression analysis results, it is observed that service quality has an indirect effect on customer satisfaction and loyalty and also has some differences. Consequently, it is seen that customer loyalty of participants of fitness centers is achieved when service quality and customer satisfaction are provided. Therefore, in a gradually increasing competition environment, fitness center firms can achieve both the success in the competition and stable performance only with loyalty of their customers. To do this, service quality and customer satisfaction must be cared and be kept in high levels.},author={Eyyup NACAR-- Abdullah ŞİMŞEK - Sebahattin DEVECİOĞLU},year={2019},journal={The Journal of Academic Social Science}}