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Best Practices for Fitness Center Business Sustainability: A Qualitative Vision

Author

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  • Jairo León-Quismondo

    (Faculty of Sport Sciences, Universidad Europea de Madrid, 28670 Madrid, Spain)

  • Jorge García-Unanue

    (IGOID Research Group, Department of Physical Activity and Sport Sciences, University of Castilla-La Mancha, 45071 Toledo, Spain)

  • Pablo Burillo

    (Faculty of Sport Sciences, Universidad Europea de Madrid, 28670 Madrid, Spain)

Abstract

The growing interest in fitness services is demanding optimal service management and operation. This research aims to identify the best practices in fitness center management for increasing customer engagement and for long-term stability and sustainability of the business. A qualitative approach through 23 semi-structured interviews to fitness center managers was performed in Spain, covering private centers with diverse business models (7 low-cost, 13 mid-market, and 3 premium). The managers were asked about their characteristics, the fitness center characteristics, and the managerial decisions and individual opinion. The results showed the best practices divided into five sections: customer service, offered service, marketing, facilities, and general terms and conditions. Kind customer service, the existence of loyalty programs, enough tangible quality, and online marketing strategies are essential for fitness centers’ success. Additionally, a fair fee and a maximum of a 15 min trip to the center should be guaranteed. This information has clear implications for promoting sporting habits and for engaging more people in physical activity, complementing the extensive quantitative data in the existing literature.

Suggested Citation

  • Jairo León-Quismondo & Jorge García-Unanue & Pablo Burillo, 2020. "Best Practices for Fitness Center Business Sustainability: A Qualitative Vision," Sustainability, MDPI, vol. 12(12), pages 1-17, June.
    • Handle: RePEc:gam:jsusta:v:12:y:2020:i:12:p:5067-:d:374590
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    References listed on IDEAS

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    Cited by:

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    4. Fernando García-Pascual & Manel Valcarce-Torrente & Ferran Calabuig & Jerónimo García-Fernández, 2023. "The use of a fitness app for customer recommendation: linear models and qualitative comparative analysis," Palgrave Communications, Palgrave Macmillan, vol. 10(1), pages 1-8, December.
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    11. Sławomir Ostrowski, 2021. "Commitment Ladder in the Relationship between Service Providers and Customers as Added Value in Sustainable Services Development," Sustainability, MDPI, vol. 13(9), pages 1-20, April.
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    15. Jairo León-Quismondo & José Bonal & Pablo Burillo & Álvaro Fernández-Luna, 2020. "Walkability and Fitness Center Prices, Opening Hours, and Extra Services: The Case of Madrid, Spain," IJERPH, MDPI, vol. 17(15), pages 1-10, August.
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    17. Ryang Suk Lee & Sheng Yen Lee, 2023. "Analysis of Relationship between Service Quality of Food and Beverage and Customer Behaviors for Sustainable Golf Course Management," Sustainability, MDPI, vol. 15(14), pages 1-19, July.

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