THE IMPACT OF PERCEIVED SERVICE QUALITY ON CLIENT SATISFACTION AND RETENTION IN ROMANIAN FITNESS CENTERS: A STRUCTURAL EQUATION MODELING APPROACH

This study investigates the impact of perceived service quality on client satisfaction and retention in Romanian fitness centers, utilizing a comprehensive dataset of 2,900 participants collected through stratified sampling. Employing Structural Equation Modeling (SEM), the research explores the interrelationships between key dimensions of service quality, including employee competence, communication, responsiveness, and environmental factors. The findings reveal that employee-related factors play a pivotal role in client satisfaction, with environmental elements such as equipment variety serving as supportive factors. Employee competence (correlation 0.54 with general satisfaction) and clear communication (mean 3.11 on a 5-point Likert scale) emerge as critical predictors of client satisfaction and retention. The study's structure encompasses an introduction to the Romanian fitness industry context, a detailed methodology section, comprehensive data analysis, key findings, and a discussion on practical implications. The research contributes to the broader literature on service quality in the fitness industry, offering actionable insights for fitness centers aiming to enhance client satisfaction and retention. Future research directions are suggested to further explore the nuanced relationships between service quality dimensions, demographic factors, and long-term client behavior across diverse market segments.