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The aim of this research is to determine which factors of consumers’ sport consumption behaviour have an impact on service satisfaction. The survey was conducted on 76 clients of a selected fitness club in Warsaw. The questionnaire comprised 7 areas of the club’s functioning, measured with respect to two dimensions: service satisfaction and the significance of the tested parameters. Statistical analysis was performed in order to investigate the relationship between sports consumption and satisfaction level. Data analysis confirms a correlation in several parameters between consumer consumption and satisfaction (parameters: number of sports activities to choose r=0.264, p<0.05; benefits of having a loyalty card r=0.279, p<0.05) as well as significance (parameters: terms of payment r=0.246, p<0.05; club location r=-0.234, p<0.05). The results are significant from the standpoint of the management of fitness clubs as they provide a better understanding of consumer satisfaction factors.

Service Satisfaction and Sport Consumption in The Fitness Center in Warsaw