Analyzing the Servicescape of Fitness Facilities for Customer Satisfaction : Applying the Kano Model and Timko's Customer Satisfaction Coefficient

This study investigates customer satisfaction with the servicescape of fitness facilities using the Kano model and Timko's customer satisfaction coefficient. The servicescape of fitness facilities was categorized into six dimensions: Equipment Condition, Facility/Machinery System, Facility Design, Ambience, Accessibility/ Convenience, and Fitness Tech. Based on the Kano Model, the study identified detailed characteristics of the servicescape and prioritized factors contributing to customer satisfaction using Timko's Customer Satisfaction Coefficient.<br/> The results revealed that most factors were classified as Attractive Quality (A) in the Kano model, while Timko's customer satisfaction coefficient categorized them as One-dimensional Quality (O) and Indifferent Quality (I). The top three factors were lighting, digital services, and distance.