Effects of Service Quality and Service Convenience on Customer Satisfaction and Loyalty in Self-Service Fitness Centers: Differences between Staffed and Unstaffed Services

As an emerging model, self-service fitness centers are reshaping the consumer experience globally. Recognizing pivotal role of customer loyalty in sustainable operation and management service enterprises, this study aims to uncover factors mechanisms affecting these centers. Specifically, it addresses how quality, convenience, satisfaction influence Word-of-Mouth intentions repatronage while examining differences relationships under methods with staff without staff. Employing PLS-SEM, empirical analysis 552 questionnaires from four China’s top-tier cities was conducted. The results underscore positive correlations among constructs structural emphasizing significance enhancing quality reducing efforts management. Notably, convenience emerged as a crucial driver quality. This mediated by satisfaction, significantly promotes intentions. Additionally, marked were observed based on presence or absence investigates for first time, analyzing offering targeted strategies leveraging technologies.