Abstract:

The understanding of service engagement and needs satisfaction within the fitness industry in Malaysia has rarely been explored. Through the adaptation of the SSQRS instrument this study assesses the relationships between quality needs and satisfaction and how engagement plays a mediating role between these relationships. Amidst the booming fitness market in the country, this research can help understand the dimensions of needs of their members and formulate the need to engage members to help raise satisfaction levels. Constructs of programme, interaction, outcome and physical environment quality needs were assessed through the distribution of 1050 questionnaires. 1036 usable data is analysed and the results showed good reliability and validity indices for the adapted instrument. The results also shows that the mediating role of engagement variable is important to the meeting of all quality needs except physical quality needs. The implications of the research will be able to guide fitness centre operators in Malaysia to better understand their customer’s needs and to provide better service offerings to cater to those needs.