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All Journal Jurnal Computech & Bisnis (e-Journal) JURNAL ILMU MANAJEMEN DAN BISNIS Jurnal Maksipreneur: Manajemen, Koperasi, dan Entrepreneurship JIMF (JURNAL ILMIAH MANAJEMEN FORKAMMA) JMK Jurnal Manajemen dan Kewirausahaan Journal of Empowerment Community International Journal of Finance Research International Journal of Business, Economics, and Social Development Jurnal Pengabdian dan Edukasi Sekolah (Jubaedah) Britain International of Humanities and Social Sciences (BIoHS) Journal Jurnal Dimamu Jurnal AbdiMU Economics Professional in Action (E-Profit) Jurnal Penelitian dan Pengabdian Masyarakat Sinergi International Journal of Management and Business Jurnal Bhakti Karya dan Inovatif Journal of Business and Management Inaba Jurnal Maps (Manajemen Perbankan Syariah) In Search (Informatic, Science, Entrepreneur, Applied Art, Research, Humanism) Commercium: Journal of Business and Management Cakrawala : Management Science Journal
Aggi Panigoro Sarifiyono
Fakultas Ekonomi Dan Bisnis, Universitas Informatika Dan Bisnis Indonesia
Religion Agriculture, Biological Sciences & Forestry Arts Humanities Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Languange, Linguistic, Communication & Media Library & Information Science Mathematics Social Sciences Other

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Service Quality In Fitness Centers: A Systematic Literature Review Aggi Panigoro Sarifiyono; Annisa Indriani; Anang Bambang Pujianto; Susan Purnama; Johnson Sinaga
Jurnal Dimamu Vol. 5 No. 3 (2026)
Publisher : Ma'soem University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32627/dimamu.v5i3.2107

Abstract

The fitness center industry has grown rapidly alongside rising public awareness of healthy lifestyles, making service quality a strategic differentiator for retaining members amid intense competition. Although research on fitness center service quality is expanding quickly, the findings remain scattered across diverse models, dimensions, and cultural contexts and have not been comprehensively integrated. This study aims to systematically map and synthesize the development of service quality research in fitness centers, covering measurement models, determinants, outcomes on satisfaction and loyalty, digital transformation, and research gaps. The method employed is a Systematic Literature Review (SLR) following the PRISMA 2020 protocol. The search was conducted in the Scopus database using a TITLE-ABS-KEY strategy with keywords on service quality and fitness centers. Through the stages of identification, screening, eligibility assessment, and inclusion-exclusion criteria, 23 eligible studies were obtained and appraised using the Mixed Methods Appraisal Tool (MMAT). The results show that service quality is multidimensional, encompassing facility, staff, program, and digital service quality, with instructor quality, cleanliness, and convenience as the most consistent predictors of loyalty. Satisfaction is found to mediate the relationship between service quality and loyalty, while its effect is moderated by experience level, gender, and organizational culture. The findings also confirm a paradigm shift toward service digitalization and co-creation. This study contributes by providing an integrative framework of fitness center service quality and an agenda for future research.
Co-Authors Ade Sintia Hendrian Aditya, Muhamad Sandy Agung Pramayuda Agus Rahayu Amni , Muhammad Anang Bambang Pujianto Anang Bambang Pujianto Annisa Indriani Aprianti, Vika Aris Hidalatullah Berry Lesmana Bob Foster Budiman Budiman Djohansyah, Muh. Deni Elan Rusnendar Evelyne Austine Sugandi Fahmy Septiadi faisal Reza Fitriyani Gilang Hendriawan Hamzah, Encep Harianto Simarmata Harini Fajar Ningrum Hasanah Hendriani, Ade Sintia Hernawan, Kartika Nursyabanita Imas Purnamasari Indarta Priyana Johnson Sinaga Johnson Sinaga Johnson Sinaga Karlina, Nichi Hana Kurnia Kusumawardhani, Aninditha Putri Lestari, Anggita Libertia, Yosi Maharani, Hani Miftah Andita Abdurrohman Mugi Puspita Muhammad Deni Johansyah Muhammad Yusuf Nindya Joandis Puteri Priyana, Indarta Purnama, Susan Purnomo, Budi Supriatono Rd. Zidni Rizan Al-Zhahir Yanuar Reyta, Fitriani Rizki Gilang Fernando Rizkiani, Meti Agni Saberina, Sabilla Sabilla Saberina Setiana, Elia Sianturi, Todung Barita Sinaga, Johnson Sugiarta, Nugraha Susan Purnama Susan Purnama Teguh Rahman Faiz Theresia Manalu Titan Parama Yoga Vanessa Gaffar Warsiati , Wiwi Wulan Julfiani Yanuar Ilham