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

As a new model, self-service fitness centers are reshaping the fitness experience of consumers around the world. This study recognizes the central role of customer loyalty in the sustainable operation and management of fitness service businesses and aims to clarify the factors and mechanisms that affect loyalty in these centers. Specifically, we examine how service quality, convenience, and customer satisfaction affect word-of-mouth and return intentions, and examine the differences in these relationships between manned and unmanned service methods. Using PLS-SEM, we conducted an empirical analysis of 552 customer surveys from four self-service fitness centers in major cities in China. The results revealed positive correlations between the components of the structural model, emphasizing the importance of improving service quality and reducing customer effort in loyalty management. In particular, service convenience emerged as a determinant of service quality. This convenience is mediated by service quality and satisfaction, and significantly promotes word-of-mouth and return intentions. In addition, significant differences in these relationships were observed depending on the presence or absence of staff. This study

Keywords

1. Introduction

It is widely accepted that recreational activities such as fitness have a positive impact on people's physical and mental health and mood [1]. Fitness centers have emerged as important players in this scenario and have evolved into traditional services that meet the fitness requirements of the public [2]. Customer loyalty is particularly important in the competitive industry environment, as fitness center operations face challenges in attracting new customers and high withdrawal rates among existing customers [3]. As consumers' disposable income increases and their quality of life further improves, the tendency to participate in fitness activities and expectations for service quality in gyms are simultaneously increasing. Therefore, companies are forced to develop customer-centric strategies by satisfying customer expectations to create competitive advantage. Research has shown that service quality is one of the major factors that affect an organization's customer satisfaction, customer retention, and long-term profitability [4, 5, 6]. Therefore, to increase customer loyalty and ensure sustainable operations, fitness centers must excel in service quality management [7]. At the same time, due to the great impact of emerging technologies on people's lifestyles, consumers' demand for convenience has become more prominent, especially in terms of time saving and effort reduction. [8] To meet the demand for convenience, the service industry has begun to devote more resources to improving service delivery, such as e-commerce, mobile payment, 24-hour operation, data-based recommendations and the integration of various applications. Service Strategies Toward Customer Centricity and Convenience [9]. Research has shown that convenient services contribute greatly to improving consumers' behavioral intentions and loyalty. [10] It is widely accepted that recreational activities such as fitness have a positive impact on people's physical and mental health and mood. [1] Fitness centers have emerged as important players in this scenario and have evolved into traditional services that meet the public's fitness requirements. [2] Customer loyalty has become particularly important in the competitive industry environment, as fitness centers face challenges in attracting new customers and high dropout rates of existing customers. [3] As consumers' disposable income increases and their quality of life further improves, the tendency to participate in fitness activities and the expectations for service quality in gyms are simultaneously increasing. Therefore, companies are forced to develop customer-centric strategies by satisfying customer expectations to create competitive advantage. Research shows that service quality is one of the major factors that affect an organization's customer satisfaction, customer retention, and long-term profitability [4, 5, 6]. Therefore, in order to increase customer loyalty and ensure sustainable operations, fitness centers must excel in service quality management [7].

At the same time, due to the great impact of emerging technologies on people's lifestyles, consumers' demands for convenience have become more prominent, especially in terms of saving time and reducing effort [8]. To meet consumers' demands for convenience, the service industry has begun to devote more resources to improving service delivery, such as e-commerce, mobile payment, 24-hour operation, data-based recommendations and the integration of various applications. Service Strategies Toward Customer Centricity and Convenience [9]. Research shows that convenient services contribute greatly to improving consumers' behavioral intentions and loyalty [10]. It is widely accepted that recreational activities such as fitness have a positive impact on people's physical and mental health and mood [1]. Fitness centers have emerged as important players in this scenario and have evolved into traditional services that meet the fitness requirements of the public [2]. Customer loyalty is particularly important in the competitive industry environment, as fitness center operations face challenges in attracting new customers and high withdrawal rates among existing customers [3]. As consumers' disposable income increases and their quality of life further improves, the tendency to participate in fitness activities and expectations for service quality in gyms are simultaneously increasing. Therefore, companies are forced to develop customer-centric strategies by satisfying customer expectations to create competitive advantage. Research has shown that service quality is one of the major factors that affect an organization's customer satisfaction, customer retention, and long-term profitability [4, 5, 6]. Therefore, to increase customer loyalty and ensure sustainable operations, fitness centers must excel in service quality management [7]. At the same time, due to the great impact of emerging technologies on people's lifestyles, consumers' demand for convenience has become more prominent, especially in terms of saving time and reducing effort [8]. To meet consumers' demand for convenience, the service industry has begun to invest more resources in improving service delivery, such as e-commerce, mobile payment, 24-hour operation, data-based recommendations and the integration of various applications. Service Strategies Toward Customer Centricity and Convenience [9]. Research has shown that convenient services contribute greatly to improving consumers' behavioral intentions and loyalty [10].

In recent practice in the fitness service industry, the epidemic of COVID-19 has further accelerated this change. During the pandemic, the fitness center was strictly restricted in fac e-t o-face, and the fitness center began to actively seek technological innovation to change the service method. Among them, the technology, such as sel f-service technology, can provide services without facing customers and staff. In response to this change, studies have discussed the effects of specific technologies on service management and marketing of fitness centers, such as virtual fitness classes, apps, and mobile devices. [11, 12, 13]. Research has emphasized that the convenience and quality of the service in the introduction of these technologies have a significant impact on customer satisfaction, future behavior, and continuous intention to participate in fitness activities. However, past studies have not investigated the impact of sel f-service technology (SST) on the service management in fitness services.

After the pandemic, more gyms began to use SST in earnest to provide services. In China, sel f-service gyms have become an important channel that promotes the development of the sports industry, and has received powerful support from government policies. The demonstration research in the other service industries indicates that the introduction of sel f-service technology not only changes the way customers and staff involvement, but also enhances customer satisfaction and royalty. Sel f-service convenience stores, sel f-service gas stations, and sel f-service hotels are typical examples of sel f-service technology. With the rapid development of the global sel f-service fitness service model, consumers are gradually accepting technology for fitness activities. Therefore, it is becoming increasingly important to investigate customer royalties to fitness sel f-service and improve the business management level. Considering the major changes in SST's service interaction, it is also important for research and practical use to understand the consumer attitude toward various service interaction methods in the fitness sel f-service environment. < SPAN> In recent practices in the fitness service industry, the epidemic of COVID-19 is accelerating this change. During the pandemic, the fitness center was strictly restricted in fac e-t o-face, and the fitness center began to actively seek technological innovation to change the service method. Among them, the technology, such as sel f-service technology, can provide services without facing customers and staff. In response to this change, studies have discussed the effects of specific technologies on service management and marketing of fitness centers, such as virtual fitness classes, apps, and mobile devices. [11, 12, 13]. Research has emphasized that the convenience and quality of the service in the introduction of these technologies have a significant impact on customer satisfaction, future behavior, and continuous intention to participate in fitness activities. However, past studies have not investigated the impact of sel f-service technology (SST) on the service management in fitness services.

After the pandemic, more gyms began to use SST in earnest to provide services. In China, sel f-service gyms have become an important channel that promotes the development of the sports industry, and has received powerful support from government policies. The demonstration research in the other service industries indicates that the introduction of sel f-service technology not only changes the way customers and staff involvement, but also enhances customer satisfaction and royalty. Sel f-service convenience stores, sel f-service gas stations, and sel f-service hotels are typical examples of sel f-service technology. With the rapid development of the global sel f-service fitness service model, consumers are gradually accepting technology for fitness activities. Therefore, it is becoming increasingly important to investigate customer royalties to fitness sel f-service and improve the business management level. Considering the major changes in SST's service interaction, it is also important for research and practical use to understand the consumer attitude toward various service interaction methods in the fitness sel f-service environment. In recent practice in the fitness service industry, the epidemic of COVID-19 has further accelerated this change. During the pandemic, the fitness center was strictly restricted in fac e-t o-face, and the fitness center began to actively seek technological innovation to change the service method. Among them, the technology, such as sel f-service technology, can provide services without facing customers and staff. In response to this change, studies have discussed the effects of specific technologies on service management and marketing of fitness centers, such as virtual fitness classes, apps, and mobile devices. [11, 12, 13]. Research has emphasized that the convenience and quality of the service in the introduction of these technologies have a significant impact on customer satisfaction, future behavior, and continuous intention to participate in fitness activities. However, past studies have not investigated the impact of sel f-service technology (SST) on service management in fitness services.

After the pandemic, more gyms began to use SST in earnest to provide services. In China, sel f-service gyms have become an important channel that promotes the development of the sports industry, and has received powerful support from government policies. The demonstration research in the other service industries indicates that the introduction of sel f-service technology not only changes the way customers and staff involvement, but also enhances customer satisfaction and royalty. Sel f-service convenience stores, sel f-service gas stations, and sel f-service hotels are typical examples of sel f-service technology. With the rapid development of the global sel f-service fitness service model, consumers are gradually accepting technology for fitness activities. Therefore, it is becoming increasingly important to investigate customer royalties to fitness sel f-service and improve the business management level. Considering the major changes in SST's service interaction, it is also important for research and practical use to understand the consumer attitude toward various service interaction methods in the fitness sel f-service environment.

2. Theoretical Foundation and Hypothesis Development

2.1. Self-Service Technology and Self-Service Fitness Centers

Therefore, this study aims to analyze the factors and mechanisms that affect customer loyalty in current self-service fitness centers through the relationships between service quality, service convenience, customer satisfaction, word-of-mouth (WOM) intention, and revisit intention. In addition, verifying the impact of differences in service methods with and without staff on these relationships is also an important theme of this study. In the process, we also make the following contributions. First, by measuring loyalty using two independent behavioral intention structures, repeat intention and female intention, rather than a single global structure, we can improve the measurement accuracy and understand customer loyalty more specifically [17]. In addition, this study further explores the influence relationship between service convenience and service quality, narrowing the gap in related research in the field of fitness services. The results of this study contribute to the understanding of customer loyalty in self-service fitness centers, while at the same time providing suggestions for managers to rationally allocate human resources and enhance sustainable operation capabilities.

The remainder of this paper is structured as follows: Section 2 defines the main components, discusses their interactions, and presents the research hypotheses and conceptual model. Section 3 describes the research methodology. Section 4 details the findings. Section 5 discusses the implications. Finally, Section 6 concludes with limitations and recommendations for future research.

Self-service technology (SST) refers to technological interfaces that, in most cases, allow patrons to receive services directly without staff involvement [18]. The concept was first proposed by Dabholkar [19] to describe self-service processes involving technological interfaces. Compared with traditional face-to-face service interactions, SSTs transfer part of the responsibility of service processing to customers and reduce the dependency on staff. Today, SSTs are widely used in various industries. For example, in the hotel and tourism industry, customers can independently complete check-in, check-out, ticket issuing, and ordering services through SSTs [20].

2.2. The Relationship between Service Quality, Customer Satisfaction, and Behavior Intentions

SST has many benefits to service providers, including cost reduction, improvement of service quality, efficiency, and productivity [21, 22, 23] and improving corporate images that attract new customers [24]. At the same time, consumers provide more convenience in terms of saving location, access, time and costs. [25, 26]. The standardization of services and reducing the effects of human factors in service experiences will make SST more satisfied with customer needs, and as a result, customer satisfaction and royalty will be improved. [27] However, the customer attitude toward this unmanned service is not necessarily positive. Existing research is investigating sel f-service customer acceptance from the viewpoint of technical preparation [28], technical characteristics [29], and consumer characteristics [30]. Other researchers are investigating the sel f-satisfaction and the impact on the loyalty in different service fields such as postal services and electronic commercial transactions [31, 32], and the convenience of the staff and the convenience of the staff. We are also investigating how various factors such as affect the customer attitude toward the use of SST [33]. These pr e-researchers have not a fixed customer attitude toward sel f-service, but specific service environments and < SPAN> SST improvement of cost reduction, service quality, efficiency, and productivity [21, 22, 23 ], Improve a number of benefits to service providers, such as improving corporate images that attract new customer base [24]. At the same time, consumers provide more convenience in terms of saving location, access, time and costs. [25, 26]. The standardization of services and reducing the effects of human factors in service experiences will make SST more satisfied with customer needs, and as a result, customer satisfaction and royalty will be improved. [27] However, the customer attitude toward this unmanned service is not necessarily positive. Existing research is investigating sel f-service customer acceptance from the viewpoint of technical preparation [28], technical characteristics [29], and consumer characteristics [30]. Other researchers are investigating the sel f-satisfaction and the impact on the loyalty in different service fields such as postal services and electronic commercial transactions [31, 32], and the convenience of the staff and the convenience of the staff. We are also investigating how various factors such as affect the customer attitude toward the use of SST [33]. These pr e-researchers are not fixed in customer attitudes for sel f-service, but specific service environments and SSTs are new, improving service quality, efficiency, and productivity [21, 22, 23]. It has many benefits to service providers, such as improving corporate images that attract customers [24]. At the same time, consumers provide more convenience in terms of saving location, access, time and costs. [25, 26]. The standardization of services and reducing the effects of human factors in service experiences will make SST more satisfied with customer needs, and as a result, customer satisfaction and royalty will be improved. [27] However, the customer attitude toward this unmanned service is not necessarily positive. Existing research is investigating sel f-service customer acceptance from the viewpoint of technical preparation [28], technical characteristics [29], and consumer characteristics [30]. Other researchers are investigating the sel f-satisfaction and the impact on the loyalty in different service fields such as postal services and electronic commercial transactions [31, 32], and the convenience of the staff and the convenience of the staff. We are also investigating how various factors such as affect the customer attitude toward the use of SST [33]. These pr e-researchers have a specific service environment, but not a fixed customer attitude toward sel f-service.

In the trend of digital transformation, many of the world's large fitness gyms, such as Anytime Fitness in the United States, JOYFIT and Fastgym24 in Japan, The Gym Group and PureGym in the UK, and Supermarket and Lfit in China, have begun to actively introduce the self-service model. In China, gyms that provide dedicated fitness spaces have realized remote automatic control of lighting ventilation, entrance and exit management, and air conditioning systems based on the Internet of Things and Internet technology, allowing gyms to operate 24 hours a day on their own. These gyms are known as self-service gyms, unmanned gyms, and 24-hour gyms. [34] This model leverages high-quality group classes as a competitive strategy, with retail and membership fees as the main profit model. Through apps and web platforms, self-service fitness centers provide efficient class scheduling and virtual coaching, and big data analysis provides customers with personalized fitness recommendations. In the fitness environment, self-service kiosks, smart access controllers, vending kiosks, and other self-service facilities simplify the processes of customer registration, reservation, and payment, and realize the function.

The perceived quality of the service greatly affects consumer satisfaction. [35] In this context, understanding consumers' awareness of service quality is extremely important for sports fitness clubs, which aim to enhance management and maintain competitiveness, and are the focus of modern service quality management. It is [36, 37]. Research on service quality is the development of the concept of service. Due to its unique characteristics such as uncertainty, indifference or simultaneousness, heterogeneity, and destruction of production and consumption, the quality adopted for services is different from the quality compassion used in tangible products. It must be something [38]. Therefore, accurate measurement of service quality is difficult. In such a situation, early research provided different perspectives and methods for defining and measuring service quality. Initially, researchers defined the quality of the service as a gap between customer expectations and customer awareness of actual service performance [38, 39]. Based on this, Parasuraman and colleagues have designed the concept of services to five dimensions of service quality, including supply, reliability, response, guarantee, and empathy, and measured the quality of services. < SPAN> Service perceived quality greatly affects consumer satisfaction. In this context, understanding consumers' awareness of service quality is extremely important for sports fitness clubs, which aim to enhance management and maintain competitiveness, and are the focus of modern service quality management. It is [36, 37]. Research on service quality is the development of the concept of service. Due to its unique characteristics such as uncertainty, indifference or simultaneousness, heterogeneity, and destruction of production and consumption, the quality adopted for services is different from the quality compassion used in tangible products. It must be something [38]. Therefore, accurate measurement of service quality is difficult. In such a situation, early research provided different perspectives and methods for defining and measuring service quality. Initially, researchers defined the quality of the service as a gap between customer expectations and customer awareness of actual service performance [38, 39]. Based on this, Parasuraman and colleagues have designed the concept of services to five dimensions of service quality, including supply, reliability, response, guarantee, and empathy, and measured the quality of services. The perception quality of the service greatly affects consumer satisfaction. In this context, understanding consumers' awareness of service quality is extremely important for sports fitness clubs, which aim to enhance management and maintain competitiveness, and are the focus of modern service quality management. It is [36, 37]. Research on service quality is the development of the concept of service. Due to its unique characteristics such as uncertainty, indifference or simultaneousness, heterogeneity, and destruction of production and consumption, the quality adopted for services is different from the quality compassion used in tangible products. It must be something [38]. Therefore, accurate measurement of service quality is difficult. In such a situation, early research provided different perspectives and methods for defining and measuring service quality. Initially, researchers defined the quality of the service as a gap between customer expectations and customer awareness of actual service performance [38, 39]. Based on this, Parasuraman and colleagues have designed the concept of services to five dimensions of service quality, including supply, reliability, response, guarantee, and empathy, and measured the quality of services.

"Only consumers can judge quality. Other judgments are essentially irrelevant." In past research, the important role of customer satisfaction has been emphasized. Research has shown that customer satisfaction can help companies to build lon g-term and useful relationships with customers. This is especially reflected in the actions and intentions of royalty, such as repeat purchases, customer reviews, and retention [46, 47, 48]. There is a risk of losing market share, customers and investors if companies do not meet customer needs as well as competitors. Initial research was considered to have a great similarity between quality and customer service satisfaction. But now, these two concepts are recognized as two separate configurations. For example, ZEITHAML and others argue that satisfaction refers to customer evaluation of specific transactions. Since this evaluation is based on the prior expectations of consumers, the service quality can be perceived without direct experience, while prior experience is required as a basis. Currently, based on the pr e-research [50, 51] from both cognitive viewpoints and emotional perspectives, customer satisfaction is defined as consumer evaluation and emotional response to products and services [52]. From the point of view of the measurement scale, customer satisfaction is usually divided into satisfaction and cumulative satisfaction. < SPAN> "Only consumers can judge quality. Other judgments are essentially irrelevant."

In past research, the important role of customer satisfaction has been emphasized. Research has shown that customer satisfaction can help companies to build lon g-term and useful relationships with customers. This is especially reflected in the actions and intentions of royalty, such as repeat purchases, customer reviews, and retention [46, 47, 48]. There is a risk of losing market share, customers and investors if companies do not meet customer needs as well as competitors. Initial research was considered to have a great similarity between quality and customer service satisfaction. But now, these two concepts are recognized as two separate configurations. For example, ZEITHAML and others argue that satisfaction refers to customer evaluation of specific transactions. Since this evaluation is based on the prior expectations of consumers, the service quality can be perceived without direct experience, while prior experience is required as a basis. Currently, based on the pr e-research [50, 51] from both cognitive viewpoints and emotional perspectives, customer satisfaction is defined as consumer evaluation and emotional response to products and services [52]. From the point of view of the measurement scale, customer satisfaction is usually divided into satisfaction and cumulative satisfaction. "Only consumers can judge quality. Other judgments are essentially irrelevant."

In past research, the important role of customer satisfaction has been emphasized. Research has shown that customer satisfaction can help companies to build lon g-term and useful relationships with customers. This is especially reflected in the actions and intentions of royalty, such as repeat purchases, customer reviews, and retention [46, 47, 48]. There is a risk of losing market share, customers and investors if companies do not meet customer needs as well as competitors. Initial research was considered to have a great similarity between quality and customer service satisfaction. But now, these two concepts are recognized as two separate configurations. For example, ZEITHAML and others argue that satisfaction refers to customer evaluation of specific transactions. Since this evaluation is based on the prior expectations of consumers, the service quality can be perceived without direct experience, while prior experience is required as a basis. Currently, based on the pr e-research [50, 51] from both cognitive viewpoints and emotional perspectives, customer satisfaction is defined as consumer evaluation and emotional response to products and services [52]. From the point of view of the measurement scale, customer satisfaction is usually divided into satisfaction and cumulative satisfaction.

The relationship between service quality and customer satisfaction has been empirically supported in earlier studies, and service quality is widely considered to be an important predictor of customer satisfaction [58]. For example, Rust and Oliver's study suggests that customer satisfaction is directly dependent on service quality [59]. In the relationship between service quality and customer loyalty, Taylor et al. observe that service quality directly affects customer satisfaction, which in turn increases customer loyalty [60]. In the field of fitness services, Foroughi et al. highlight a positive correlation between service quality and customer satisfaction in the context of fitness centers in Malaysia [61]. A recent review study further confirms that customers' positive perception of service quality in fitness centers leads to increased customer satisfaction [62]. Therefore, self-service gyms that provide excellent service quality are more likely to increase customer satisfaction. Based on the above theory and research, we propose the following hypothesis: Η1. There is a positive correlation between service quality and customer satisfaction. Royalty is often defined as "a solid commitment to keep using your favorite products and services in the future despite the fact that it has a situation and a marketing effort that causes behavioral change. 。 There are two main perspectives: an active viewpoint and an active perspective. The behavioral point of view is to focus on actual customer behavior, such as the frequency of purchasing behavior and continuity. On the other hand, the perspective of attitudes focuses on customer actions, such as reuse service and recommendation to others. [5] Oliver suggests that actual actions are often moved by the intention of behavior [55], and this view is also supported by behavior theory and the theory [6 4]. Therefore, in order to more comprehensively understand the formation of royalties, it is considered that the behavioral perspective is more useful. In this study, we follow this perspective. [5] In pr e-study on attitude structure, Zeithaml and colleagues pointed out that the intention of r e-subscription and WOM intentions is an important indicator for evaluating customer royalty. [5] These two indicators are related to customer maintenance and are widely used in the sports fitness industry [65, 66]. However, there is no significant correlation between repeater intentions and WOM intentions, so there is no significant correlation between repeater intentions and WOM intentions. < SPAN> Royalty is defined as "a solid commitment to keep using your favorite products and services in the future despite the fact that it has a situation and a marketing effort that induces behavioral changes." There are many things. There are two main perspectives: an active viewpoint and an active perspective. The behavioral point of view is to focus on actual customer behavior, such as the frequency of purchasing behavior and continuity. On the other hand, the perspective of attitudes focuses on customer actions, such as reuse service and recommendation to others. [5] Oliver suggests that actual actions are often moved by the intention of behavior [55], and this view is also supported by behavior theory and the theory [6 4]. Therefore, in order to more comprehensively understand the formation of royalties, it is considered that the behavioral perspective is more useful. In this study, we follow this perspective. [5] In pr e-study on attitude structure, Zeithaml and colleagues pointed out that the intention of r e-subscription and WOM intentions is an important indicator for evaluating customer royalty. [5] These two indicators are related to customer maintenance and are widely used in the sports fitness industry [65, 66]. However, there is no significant correlation between repeater intentions and WOM intentions, so there is no significant correlation between repeater intentions and WOM intentions. Royalty is often defined as "a solid commitment to keep using your favorite products and services in the future despite the fact that it has a situation and a marketing effort that causes behavioral change. 。 There are two main perspectives: an active viewpoint and an active perspective. The behavioral point of view is to focus on actual customer behavior, such as the frequency of purchasing behavior and continuity. On the other hand, the perspective of attitudes focuses on customer actions, such as reuse service and recommendation to others. [5] Oliver suggests that actual actions are often moved by the intention of behavior [55], and this view is also supported by behavior theory and the theory [6 4]. Therefore, in order to more comprehensively understand the formation of royalties, it is considered that the behavioral perspective is more useful. In this study, we follow this perspective. [5] In pr e-study on attitude structure, Zeithaml and colleagues pointed out that the intention of r e-subscription and WOM intentions is an important indicator for evaluating customer royalty. [5] These two indicators are related to customer maintenance and are widely used in the sports fitness industry [65, 66]. However, there is no significant correlation between repeater intentions and WOM intentions, so there is no significant correlation between repeater intentions and WOM intentions.

2.3. The Relationship between Service Convenience, Service Quality, Customer Satisfaction, and Behavioral Intentions

Service quality has been shown to have a positive effect on customer loyalty, especially in r e-purchasing intentions and WOM intentions. [68] Bitner and colleagues and colleagues had a direct impact on WOM and customers' intentions. De Ruyter's empirical research states that service quality has a direct impact on the WOM and customers' intentions. Similar conclusions have been obtained in the evidence research conducted in five different service environments. This relationship has recently been recent, such as improving service quality in sel f-service to enhance customer recommendations and intentions [27] and direct relevance of online service quality and customer r e-purchase [70]. It is also verified in the demonstration research. In the field of fitness services, in the Zopiatis et al. Hotel's fitness center environment, it was discovered that the dimension of fitness facilities in service quality had a direct effect on customer future purchase intentions. [71] Therefore, high service quality from customers may contribute to potential and more aggressive actions. Based on the abov e-mentioned research, we propose the following hypotheses:

H2a.

There is a positive correlation between the service quality and the intentions of female customers. H2b.

There is a positive correlation between the service quality and the intention of returning the customer. < SPAN> Service quality has been shown to have a positive effect on customer royalty, especially for r e-purchasing intentions and WOM intentions. [68] Bitner and colleagues and colleagues had a direct impact on WOM and customers' intentions. De Ruyter's empirical research states that service quality has a direct impact on the WOM and customers' intentions. Similar conclusions have been obtained in the evidence research conducted in five different service environments. This relationship has recently been recent, such as improving service quality in sel f-service to enhance customer recommendations and intentions [27] and direct relevance of online service quality and customer r e-purchase [70]. It is also verified in the demonstration research. In the field of fitness services, in the Zopiatis et al. Hotel's fitness center environment, it was discovered that the dimension of fitness facilities in service quality had a direct effect on customer future purchase intentions. [71] Therefore, high service quality from customers may contribute to potential and more aggressive actions. Based on the abov e-mentioned research, we propose the following hypotheses:

H2a. There is a positive correlation between the service quality and the intentions of female customers.

H2b.

There is a positive correlation between the service quality and the intention of returning the customer. Service quality has been shown to have a positive effect on customer loyalty, especially in r e-purchasing intentions and WOM intentions. [68] Bitner and colleagues and colleagues had a direct impact on WOM and customers' intentions. De Ruyter's empirical research states that service quality has a direct impact on the WOM and customers' intentions. Similar conclusions have been obtained in the evidence research conducted in five different service environments. This relationship has recently been recent, such as improving service quality in sel f-service to enhance customer recommendations and intentions [27] and direct relevance of online service quality and customer r e-purchase [70]. It is also verified in the demonstration research. In the field of fitness services, in the Zopiatis et al. Hotel's fitness center environment, it was discovered that the dimension of fitness facilities in service quality had a direct effect on customer future purchase intentions. [71] Therefore, high service quality from customers may contribute to potential and more aggressive actions. Based on the abov e-mentioned research, we propose the following hypotheses: H2a. There is a positive correlation between the service quality and the intentions of female customers. H2b.

2.4. Relationship between Customer Satisfaction and Behavioral Intentions

There is a positive correlation between the service quality and the intention of returning the customer.

Research has highlighted that time pressure is a major issue facing consumers worldwide [72]. The desire to minimize time and effort expenditure is becoming a consumer demand for service providers. As a result, service convenience has been widely incorporated into service research and management in recent years. Service convenience refers to consumers' perception of the time and effort required to purchase or use a service [73]. This definition, proposed by Berry et al., has been widely accepted. Service convenience is divided into five dimensions: decision convenience, access convenience, transaction convenience, benefit convenience, and post-delivery convenience, and includes the entire process in which a customer selects a service, accesses the service, transacts the service, receives benefits from the service, and maintains a relationship with the service provider. Research has shown that the evaluation of service convenience must be combined with the specific service environment and consumer experience [74]. For example, in the context of email services, decision convenience, transaction convenience, benefit, and meta-benefit will have a greater impact on consumers' behavioral intentions [75]. In mobile services, the evaluation of mobile phone operators' services will be more likely to be influenced by consumers' preferences. Pr e-research emphasizes that there is a direct relationship between the convenience of the service and the service quality [73]. In several service industries, including mobile phone services and retail banking services, convenience dimensions had a positive effect on service quality perception [77]. Similarly, Reynaldo et al. Discovered a study on lon g-distance logistics services to enhance the perceived service quality that has been perceived as perceived. These studies suggest that highly convenient services can improve the perceived service quality by reducing customer time and effort investment [79]. However, the effects of the convenience of services in the field of fitness service on service quality are rarely mentioned in the current research. Since sel f-service gyms have gained competitive advantage by providing highly convenient services, we can think of the convenience of services as an important factor in evaluating service quality. Is conclusion. Based on the above discussions, we propose the following hypotheses: H3.

There is a positive correlation between the convenience of the service and the service quality.

2.5. The Mediating Role of Service Quality and Customer Satisfaction between Service Convenience and Behavioral Intentions

Existing research has been observed that there is a direct relationship between the convenience of the service and the customer satisfaction, which includes both physical and online servis [80, 81]. For example, there are research by BI and other research on e-tourism services for the elderly and research by Benoit and others [82, 83]. [82, 83]. In the field of fitness services, GARCOa-Fernández and others have researched the ease of decision-making, as well as access, transactions, benefits, and convenience at a low price at a low-cost fitness center. It was shown to have a direct and significant impact on customer satisfaction, and then affected customer royalties [3]. We propose the following hypotheses in consideration of the possibility that convenient services in the SST environment will improve customer satisfaction:

H4. There is a positive correlation between the convenience of the service and the customer satisfaction. < SPAN> Pr e-research emphasizes that there is a direct relationship between the convenience of the service and the service quality [73]. In several service industries, including mobile phone services and retail banking services, convenience dimensions had a positive effect on service quality perception [77]. Similarly, Reynaldo et al. Discovered a study on lon g-distance logistics services to enhance the perceived service quality that has been perceived as perceived. These studies suggest that highly convenient services can improve the perceived service quality by reducing customer time and effort investment [79]. However, the effects of the convenience of services in the field of fitness service on service quality are rarely mentioned in the current research. Since sel f-service gyms have gained competitive advantage by providing highly convenient services, we can think of the convenience of services as an important factor in evaluating service quality. Is conclusion. Based on the above discussions, we propose the following hypotheses: H3. There is a positive correlation between the convenience of the service and the service quality. Existing research has been observed that there is a direct relationship between the convenience of the service and the customer satisfaction, which includes both physical and online servis [80, 81]. For example, there are research by BI and other research on e-tourism services for the elderly and research by Benoit and others [82, 83]. [82, 83]. In the field of fitness services, GARCOa-Fernández and others have researched the ease of decision-making, as well as access, transactions, benefits, and convenience at a low price at a low-cost fitness center. It was shown to have a direct and significant impact on customer satisfaction, and then affected customer royalties [3]. We propose the following hypotheses in consideration of the possibility that convenient services in the SST environment will improve customer satisfaction:

H4.

There is a positive correlation between the convenience of the service and the customer satisfaction. Pr e-research emphasizes that there is a direct relationship between the convenience of the service and the service quality [73]. In several service industries, including mobile phone services and retail banking services, convenience dimensions had a positive effect on service quality perception [77]. Similarly, Reynaldo et al. Discovered a study on lon g-distance logistics services to enhance the perceived service quality that has been perceived as perceived. These studies suggest that highly convenient services can improve the perceived service quality by reducing customer time and effort investment [79]. However, the effects of the convenience of services in the field of fitness service on service quality are rarely mentioned in the current research. Since sel f-service gyms have gained competitive advantage by providing highly convenient services, we can think of the convenience of services as an important factor in evaluating service quality. Is conclusion. Based on the above discussions, we propose the following hypotheses: H3. There is a positive correlation between the convenience of the service and the service quality.

Existing research has been observed that there is a direct relationship between the convenience of the service and the customer satisfaction, which includes both physical and online servis [80, 81]. For example, there are research by BI and other research on e-tourism services for the elderly and research by Benoit and others [82, 83]. [82, 83]. In the field of fitness service, GARCOA-Fernández and others have found that in addition to the ease of decision-making, the dimensions of access, transactions, benefits, and convenience after providing are in a low-cost fitness center. It was shown to have a direct and significant impact on customer satisfaction, and then affected customer royalties [3]. We propose the following hypotheses in consideration of the possibility that convenient services in the SST environment will improve customer satisfaction:

H4.

There is a positive correlation between the convenience of the service and the customer satisfaction.

2.6. The Moderating Role of with Staff versus without Staff Presence

Service providers are recommended to give priority to providing highly convenient services because they directly affect customer royalty. Several preceding studies have examined the effects of the convenience of services on the behavior of customer royalty. For example, in the fields of Ozturk et al. And Eryiğit et al. Online services, it is demonstrated that the convenience of services directly affects consumers' intentions and referral intentions. [84, 85]. Similarly, in the field of fitness services, Baena-Arroyo et al. Offers a positive direct direct relationship between the convenience of the service and the customer general. [12] These studies suggest that customers who feel higher service convenience are likely to create a favorable behavior of service providers. [75] Therefore, we propose the following hypotheses:

H5a.

There is a positive correlation between the convenience of the service and the customer intention.

H5b.

2.7. Conceptual Model

There is a positive correlation between the convenience of the service and the customer regression.

3. Methods

3.1. Measures

Positive customer experiences with services often increase intention to maintain relationships with organizations. Therefore, customer satisfaction is usually considered a direct factor that affects customer loyalty [86, 87]. For example, Slack and others have revealed that supermarket customer satisfaction has significantly affected WOM and r e-purchase. [88]. LIN and others research revealed that customer satisfaction would significantly affect the WOM and r e-purchasing intentions. [88] [89] In the case of inexperienced cheap airline passengers, their satisfaction would significantly affect their introduction. In the fitness service area, research on the user royalty of the Fitness Channel on social media platforms suggests that users feel satisfied, recommends fitness channels and continuously the channel. It indicates that the willingness to use increases. Therefore, it is likely that satisfied customers are more likely to increase their loyalty to the organization and show aggressive actions. Based on the above studies, we propose the following hypotheses:

H6a.

There is a positive correlation between customer satisfaction and customer intentions.

[73] H6b. < SPAN> service providers are recommended to always provide convenient services because they directly affect customer loyalty. Several preceding studies have examined the effects of the convenience of services on the behavior of customer royalty. For example, in the fields of Ozturk et al. And Eryiğit et al. Online services, it is demonstrated that the convenience of services directly affects consumers' intentions and referral intentions. [84, 85]. Similarly, in the field of fitness services, Baena-Arroyo et al. Offers a positive direct direct relationship between the convenience of the service and the customer general. [12] These studies suggest that customers who feel higher service convenience are likely to create a favorable behavior of service providers. [75] Therefore, we propose the following hypotheses:

H5a.

3.2. Pre-Testing

There is a positive correlation between the convenience of the service and the customer intention.

3.3. Sample Size Estimation

H5b.

3.4. Data Collection and Respondents

There is a positive correlation between the convenience of the service and the customer regression.

Positive customer experiences with services often increase intention to maintain relationships with organizations. Therefore, customer satisfaction is usually considered a direct factor that affects customer loyalty [86, 87]. For example, Slack and others have revealed that supermarket customer satisfaction has significantly affected WOM and r e-purchase. [88]. LIN and others research revealed that customer satisfaction would significantly affect the WOM and r e-purchasing intentions. [88] [89] In the case of inexperienced cheap airline passengers, their satisfaction would significantly affect their introduction. In the fitness service area, research on the user royalty of the Fitness Channel on social media platforms suggests that users feel satisfied, recommends fitness channels and continuously the channel. It indicates that the willingness to use increases. Therefore, it is likely that satisfied customers are more likely to increase their loyalty to the organization and show aggressive actions. Based on the above studies, we propose the following hypotheses:

H6a.

There is a positive correlation between customer satisfaction and customer intentions.

3.5. Common Method Bias

H6b. Service providers are recommended to give priority to providing highly convenient services because they directly affect customer royalty. Several preceding studies have examined the effects of the convenience of services on the behavior of customer royalty. For example, in the fields of Ozturk et al. And Eryiğit et al. Online services, it is demonstrated that the convenience of services directly affects consumers' intentions and referral intentions. [84, 85]. Similarly, in the field of fitness services, Baena-Arroyo et al. Offers a positive direct direct relationship between the convenience of the service and the customer general. [12] These studies suggest that customers who feel higher service convenience are likely to create a favorable behavior of service providers. [75] Therefore, we propose the following hypotheses:

3.6. Data Analysis

H5a.

There is a positive correlation between the convenience of the service and the customer intention.

4. Results

4.1. Assessment of the Measurement Model

H5b.

There is a positive correlation between the convenience of the service and the customer regression.

Positive customer experiences with services often increase intention to maintain relationships with organizations. Therefore, customer satisfaction is usually considered a direct factor that affects customer loyalty [86, 87]. For example, Slack and others have revealed that supermarket customer satisfaction has significantly affected WOM and r e-purchase. [88]. LIN and others research revealed that customer satisfaction would significantly affect the WOM and r e-purchasing intentions. [88] [89] In the case of inexperienced cheap airline passengers, their satisfaction would significantly affect their introduction. In the fitness service area, research on the user royalty of the Fitness Channel on social media platforms suggests that users feel satisfied, recommends fitness channels and continuously the channel. It indicates that the willingness to use increases. Therefore, it is likely that satisfied customers are more likely to increase their loyalty to the organization and show aggressive actions. Based on the above studies, we propose the following hypotheses:

4.2. Assessment of the Structural Model

H6a.

There is a positive correlation between customer satisfaction and customer intentions.

H6b.

There is a positive correlation between customer satisfaction and customer delivery intention.

Based on the service convenience, service quality, customer satisfaction, and the impact relationship between the actions, the service convenience has a positive effect on service quality and customer satisfaction [78, 81], the latter. [70, 86] may enhance the WOM or customer delivery intention. We speculate that it may have a chai n-like intermediary effect. In other words, hig h-level services may act as a promotion factor that increases customer service quality, then improves customer satisfaction, and ultimately affects customer WOMs and remittance intentions. This impact has revealed a potential route in which the ease of service affects customer behavior through service quality, highlighting the important role of service quality and customer satisfaction in this process. Therefore, based on the above consideration, we propose the following hypothesis:< 0.05, the impact relationship is considered significant. The standardized path coefficient is used to indicate the strength of the relationship between the independent and dependent variables.

H7a.< 0.001), WOM intentions (β = 0.217, p < 0.001), and repatronage intentions (β = 0.180, p < 0.001); therefore hypotheses H1, H2a, and H2b were confirmed. Next, there is a positive relationship between service convenience and service quality (β = 0.423, p < 0.001), customer satisfaction (β = 0.387, p < 0.001), WOM intention (β = 0.145, p = 0.003), and repatronage intentions (β = 0.180, p < 0.001), which supports hypotheses H3, H4, H5a, and H5b. Finally, the study observed that customer satisfaction has a positive impact on WOM intention (β = 0.358, p < 0.001) and repatronage intentions (β = 0.398, p < 0.001), which means H6a and H6b were supported. Among them, the strongest relationship is between service convenience and service quality (β = 0.423), followed by the relationship between customer satisfaction and repatronage intentions (β = 0.398). The weakest relationship is between service convenience and WOM intentions (β = 0.145). In terms of significance level, except for the impact relationship between service convenience and WOM intentions showing moderate significance ( p < 0.01), all direct impact paths show very significant impact relationships ( p < 0.001).

4.3. Assessment of the Mediation Effect

The quality of the service plays an intermediary between the ease of service and the WOM intention.

H7b.

Customer satisfaction plays an intermediary role between the ease of service and the WOM intention.

4.4. Multi-Group Analysis

H7C.

The quality and customer satisfaction of the service play a chain role between the convenience of the service and the WOM intention.

H8a.< 0.001, β = 0.281) is significantly stronger than that in the “without staff” method ( p >The quality of the service plays an intermediary between the convenience of the service and the intention of repatriation.< 0.001, β = 0.438) significantly exceeds the “with staff” scenario ( p >H8b.

5. Discussion

Customer satisfaction plays an intermediary role between the convenience of the service and the intention of returning.

5.1. Theoretical Implications

5.1.1. Discussion Based on Total Sample Groups

H8C.

Service quality and customer satisfaction play a chain role between the ease of service and the intention of repatriation.

In general, in the fitness service industry, staff and customers interact directly. If a customer passes through the door, it will interact. For this reason, fac e-t o-face service exchange is an important factor in the Fitness Center for building a strong relationship with customers. [91] Based on such services, some sel f-service fitness centers still organize some employees on site to help customers use SST. Compared to the service method without staff, the fact that there is a staff means that the customer can see the staff and talk directly with the staff while the customer is using the sel f-service [33]. This is similar to other industries in other industries, such as banks and supermarkets. < SPAN> There is a positive correlation between customer satisfaction and customer transfer intention.

5.1.2. Comparison of Groups without and with Staff

Based on the service convenience, service quality, customer satisfaction, and the impact relationship between the actions, the service convenience has a positive effect on service quality and customer satisfaction [78, 81], the latter. [70, 86] may enhance the WOM or customer delivery intention. We speculate that it may have a chai n-like intermediary effect. In other words, hig h-level services may act as a promotion factor that increases customer service quality, then improves customer satisfaction, and ultimately affects customer WOMs and remittance intentions. This impact has revealed a potential route in which the ease of service affects customer behavior through service quality, highlighting the important role of service quality and customer satisfaction in this process. Therefore, based on the above consideration, we propose the following hypothesis:

H7a.

The quality of the service plays an intermediary between the ease of service and the WOM intention.

H7b.< 0.001 for the without staff group; β = 0.120, p < 0.05 for the with staff group), all other influential paths demonstrated greater predictive power under the with staff method, albeit with minor differences between the two methods. These findings are intriguing. Firstly, the results indicate that service convenience plays a more decisive role in customer repatronage intentions in the without staff method. Evidently, enhancing fitness service convenience through SST bolsters customer loyalty. Secondly, despite the paradigm shift introduced by self-service technologies in the mode of service interaction, having staff present in fitness service contexts remains paramount. This suggests that although user perceptions towards tech-driven fitness activities are evolving, they have not yet overturned the value placed on traditional face-to-face service methods. This aligns with views in other studies regarding the significance of staff presence [96].

5.2. Practical Implications

5.2.1. Implications from Total Sample

Customer satisfaction plays an intermediary role between the ease of service and the WOM intention.

H7C.

5.2.2. Implications of Groups without and with staff

The quality and customer satisfaction of the service play a chain role between the convenience of the service and the WOM intention.

H8a.< 0.001 for the without staff group; 0.824, p < 0.001 for the With Staff group). This suggests that customers prioritize the quality, diversity, and availability of fitness equipment. Superior fitness facilities continue to be foundational in attracting customers. This finding is consistent with the views of customers of other types of fitness centers regarding service quality [62]. Additionally, regardless of the presence of staff, the “program” indicator ranks second (0.794, p < 0.001 for the without staff group; 0.784, p < 0.001 for the with staff group), indicating that courses or training programs offered by self-service fitness centers are also of significant importance to customers, who seek a variety of options to fulfill their fitness needs.

The quality of the service plays an intermediary between the convenience of the service and the intention of repatriation.< 0.001). This is likely because, in scenarios without staff, the convenience, user-friendliness, and efficiency of self-service become key factors influencing the fitness experience. In contrast, in fitness centers with staff, the “staff” indicator takes the third spot (0.766, p < 0.001), underscoring the significance of staff expertise, service attitude, and interactive capabilities for customers opting for this method. Such customers might expect professional guidance or prompt answers to their queries.

H8b.

Customer satisfaction plays an intermediary role between the convenience of the service and the intention of returning.< 0.001 for the without staff group; 0.787, p < 0.001 for the with staff group). This underscores that clients are chiefly focused on the tangible advantages that the fitness center can offer them, such as the effectiveness of workouts and their alignment with individual needs. This insight aligns with findings from the total sample group.

H8C.< 0.001), while for centers with staff, it pivots to “access convenience” (0.766, p < 0.001). This may hint that in environments without staff, clients prioritize ease in transactions such as app-based bookings and digital payments. In contrast, in contexts with staff, the ease of accessing the center, interactions with staff, and facility usage become paramount. Additionally, “post-benefit convenience” ranks third in both methods (0.744, p < 0.001 for the without staff group; 0.761, p < 0.001 for the with staff group), suggesting that post-workout offerings, such as parking ease, smooth exit strategies, and follow-up workout guidance, although appealing, are not as crucial as the first two indicators.

Service quality and customer satisfaction play a chain role between the ease of service and the intention of repatriation.

In general, in the fitness service industry, staff and customers interact directly. If a customer passes through the door, it will interact. For this reason, fac e-t o-face service exchange is an important factor in the Fitness Center for building a strong relationship with customers. [91] Based on such services, some sel f-service fitness centers still organize some employees on site to help customers use SST. Compared to the service method without staff, the fact that there is a staff means that the customer can see the staff and talk directly with the staff while the customer is using the sel f-service [33]. This is similar to other industries in other industries, such as banks and supermarkets. There is a positive correlation between customer satisfaction and customer delivery intention.

6. Conclusions and Limitations

Based on the service convenience, service quality, customer satisfaction, and the impact relationship between the actions, the service convenience has a positive effect on service quality and customer satisfaction [78, 81], the latter. [70, 86] may enhance the WOM or customer delivery intention. We speculate that it may have a chai n-like intermediary effect. In other words, hig h-level services may act as a promotion factor that increases customer service quality, then improves customer satisfaction, and ultimately affects customer WOMs and remittance intentions. This impact has revealed a potential route in which the ease of service affects customer behavior through service quality, highlighting the important role of service quality and customer satisfaction in this process. Therefore, based on the above consideration, we propose the following hypothesis:

H7a.

The quality of the service plays an intermediary between the ease of service and the WOM intention.

H7b.

Author Contributions

Customer satisfaction plays an intermediary role between the ease of service and the WOM intention.

Funding

H7C.

Institutional Review Board Statement

The quality and customer satisfaction of the service play a chain role between the convenience of the service and the WOM intention.

Informed Consent Statement

H8a.

Data Availability Statement

The quality of the service plays an intermediary between the convenience of the service and the intention of repatriation.

Acknowledgments

H8b.

Conflicts of Interest

Customer satisfaction plays an intermediary role between the convenience of the service and the intention of returning.

Appendix A

H8C. H8C.

SC	SQ	In general, in the fitness service industry, staff and customers interact directly. If a customer passes through the door, it will interact. For this reason, fac e-t o-face service exchange is an important factor in the Fitness Center for building a strong relationship with customers. [91] Based on such services, some sel f-service fitness centers still organize some employees on site to help customers use SST. Compared to the service method without staff, the fact that there is a staff means that the customer can see the staff and talk directly with the staff while the customer is using the sel f-service [33]. This is similar to other industries in other industries, such as banks and supermarkets.	RI	Previous research has investigated the impact of various services on customer evaluation. The demonstration research in the hotel and the air service industry suggests that images, courtesy, and the active response of employees are strongly related to customer awareness of service quality and satisfaction [92, [92, 93]. [94] In service research in the restaurant industry, direct interaction between employees and customers has a positive effect on reuse. However, excessive interactions can lead to redundancy of services and complaints from customers, and may reduce customer satisfaction and royalty [95]. SST, on the other hand, enhances the convenience of services by reducing interaction due to the staff's signal and replacing it. [97] This no n-service provision method is useful in improving quality, satisfaction, and customer evaluation of customer royalty. [97] However, customers' views on how to interact with services may vary depending on the type of service. For example, a study in the retail service field shows that the customer satisfaction is generally lower than the state where the staff is without staff [98]. At sel f-service retail stores, customers are usually
Η9.
There is a significant difference in service quality, service satisfaction, women's intentions, and reusing intentions, and the use of services that do not have a service. < SPAN> Advanced research has investigated the impact of various services on customer evaluation. The demonstration research in the hotel and the air service industry suggests that images, courtesy, and the active response of employees are strongly related to customer awareness of service quality and satisfaction [92, [92, 93]. [94] In service research in the restaurant industry, direct interaction between employees and customers has a positive effect on reuse. However, excessive interactions can lead to redundancy of services and complaints from customers, and may reduce customer satisfaction and royalty [95]. SST, on the other hand, enhances the convenience of services by reducing interaction due to the staff's signal and replacing it. [97] This no n-service provision method is useful in improving quality, satisfaction, and customer evaluation of customer royalty. [97] However, customers' views on how to interact with services may vary depending on the type of service. For example, a study in the retail service field shows that the customer satisfaction is generally lower than the state where the staff is without staff [98]. At sel f-service retail stores, customers are usually	Η9.
There is a significant difference in service quality, service satisfaction, women's intentions, and reusing intentions, and the use of services that do not have a service. Previous research has investigated the impact of various services on customer evaluation. The demonstration research in the hotel and the air service industry suggests that images, courtesy, and the active response of employees are strongly related to customer awareness of service quality and satisfaction [92, [92, 93]. [94] In service research in the restaurant industry, direct interaction between employees and customers has a positive effect on reuse. However, excessive interactions can lead to redundancy of services and complaints from customers, and may reduce customer satisfaction and royalty [95]. SST, on the other hand, enhances the convenience of services by reducing interaction due to the staff's signal and replacing it. [97] This no n-service provision method is useful in improving quality, satisfaction, and customer evaluation of customer royalty. [97] However, customers' views on how to interact with services may vary depending on the type of service. For example, a study in the retail service field shows that the customer satisfaction is generally lower than the state where the staff is without staff [98]. At sel f-service retail stores, customers are usually	Η9.	There is a significant difference in service quality, service satisfaction, women's intentions, and reusing intentions, and the use of services that do not have a service.
From the above analysis, this study constructed a conceptual model to examine the relationship between service quality, service convenience, customer satisfaction, women's service intention, and revisit intention in self-service fitness centers, as shown in Figure 1. In this model, service convenience is the independent variable, service quality and satisfaction are the mediating variables, and WOM intention and revisit intention are the dependent variables. This model assumes that both service quality and convenience significantly affect customer satisfaction, WOM intention, and revisit intention. Service convenience has a positive effect on service quality, and both service quality and customer satisfaction act as chain mediators in the relationship between service convenience and WOM intention and revisit intention. This model structure has also been expanded in the studies of Brady et al. and Berry et al. [73. 100]. Similar models have been applied and verified in various areas such as sports services [4, 71, 101].	The measurement model in this study includes five main components: service quality, service convenience, customer satisfaction, WOM intention, and repeat visit intention. All the scales used have been validated in previous studies to ensure their validity and reliability. In addition, a nominal scale was used to collect demographic information such as gender, age, and education level. A seven-point Likert scale (1 being “strongly disagree” and 7 being “strongly agree”) was used to quantify the various responses. An expert panel consisting of 1 self-service fitness manager, 2 fitness coaches, and 2 graduate students majoring in service design was created. They reviewed all the statements of ambiguous items or items that contradicted the research objectives and revised them to increase their accuracy. In addition, a pre-test was conducted to ensure the validity and reliability of all measurement tools, and a back-testing work was also conducted for language equivalence testing.	The measurement items on the quality of the service were adopted from the SQAS scale developed by LAM and others. [This scale includes six aspects of staff, programs, locker rooms, physical facilities, coaching facilities, and child care. This scale was created based on the study of Rust, Oliver, Parasuraman [39, 59]. SQAS is currently widely used and verified in the fitness service department. For example, Eskiler and colleagues have deleted the dimensions of "child care" in a study conducted in Istanbul gyms and added "Others". ABOUROKBAH and colleagues have added two new dimensions, a parking lot and a social environment, in a study conducted for women's gyms. [103] All of these studies show the effectiveness and reliability of the SQAS scale. According to the proposal of the specialized committee, we will report the previous research, add a new dimension called "sel f-service" according to the characteristics and contents of sel f-service, and "Chirud care" and "cleaning shower" in the "locker" dimension. Is deleted. The newly added "sel f-service" dimensions are derived from Stqual [104] based on Lin and HSIEH research, and are widely used in relevant SST research [30, 105]. 。	The measurement items related to the ease of service are derived from the ease of environmental services by Chang and Polonsky, which has been diverted from the proposal of Berry and others. For various convenience scale, [73, 106]. In the fitness service environment, there is a study by García-Fernández [73, 106]. This scale has been verified in another fitness service research [12].
In order to measure customer satisfaction, a cumulative satisfaction scale of four items was used. Respondents were asked to evaluate their satisfaction with sel f-service gyms based on comprehensive experience. This measurement tool is used in existing fitness facilities research to measure customer satisfaction [102, 108] [102, 108]. < SPAN> Measurement items on the quality of the service have been adopted from the SQAS scale developed by LAM and others. [This scale includes six aspects of staff, programs, locker rooms, physical facilities, coaching facilities, and child care. This scale was created based on the study of Rust, Oliver, Parasuraman [39, 59]. SQAS is currently widely used and verified in the fitness service department. For example, Eskiler and colleagues have deleted the dimensions of "child care" in a study conducted in Istanbul gyms and added "Others". ABOUROKBAH and colleagues have added two new dimensions, a parking lot and a social environment, in a study conducted for women's gyms. [103] All of these studies show the effectiveness and reliability of the SQAS scale. According to the proposal of the specialized committee, we will report the previous research, add a new dimension called "sel f-service" according to the characteristics and contents of sel f-service, and "Chirud care" and "cleaning shower" in the "locker" dimension. Is deleted. The newly added "sel f-service" dimensions are derived from Stqual [104] based on Lin and HSIEH research, and are widely used in relevant SST research [30, 105]. 。	The measurement items related to the ease of service are derived from the ease of environmental services by Chang and Polonsky, which has been diverted from the proposal of Berry and others. For various convenience scale, [73, 106]. In the fitness service environment, there is a study by García-Fernández [73, 106]. This scale has been verified in another fitness service research [12].	In order to measure customer satisfaction, a cumulative satisfaction scale of four items was used. Respondents were asked to evaluate their satisfaction with sel f-service gyms based on comprehensive experience. This measurement tool is used in existing fitness facilities research to measure customer satisfaction [102, 108] [102, 108]. The measurement items on the quality of the service were adopted from the SQAS scale developed by LAM and others. [This scale includes six aspects of staff, programs, locker rooms, physical facilities, coaching facilities, and child care. This scale was created based on the study of Rust, Oliver, Parasuraman [39, 59]. SQAS is currently widely used and verified in the fitness service department. For example, Eskiler and colleagues have deleted the dimensions of "child care" in a study conducted in Istanbul gyms and added "Others". ABOUROKBAH and colleagues have added two new dimensions, a parking lot and a social environment, in a study conducted for women's gyms. [103] All of these studies show the effectiveness and reliability of the SQAS scale. According to the proposal of the specialized committee, we will report the previous research, add a new dimension called "sel f-service" according to the characteristics and contents of sel f-service, and "Chirud care" and "cleaning shower" in the "locker" dimension. Is deleted. The newly added "sel f-service" dimensions are derived from Stqual [104] based on Lin and HSIEH research, and are widely used in relevant SST research [30, 105]. 。	The measurement items related to the ease of service are derived from the ease of environmental services by Chang and Polonsky, which has been diverted from the proposal of Berry and others. For various convenience scale, [73, 106]. In the fitness service environment, there is a study by García-Fernández [73, 106]. This scale has been verified in another fitness service research [12].	In order to measure customer satisfaction, a cumulative satisfaction scale of four items was used. Respondents were asked to evaluate their satisfaction with sel f-service gyms based on comprehensive experience. This measurement tool is used in existing fitness facilities research to measure customer satisfaction [102, 108] [102, 108].