Abstract:

Today, a great number of people want to fill their free time with fitness activities and thus, the fitness industry is growing rapidly in the world and in Turkey. Parallel to this increasing demand, many providing fitness services started. The increase in the number of brings with it the question of the quality of service. Customer satisfaction is one of the primary goals of fitness, as it is in other. Dissatisfaction with services leads to customer complaints.  Analyzing customer complaints will help improve service quality, attract potential customers and retain existing customers. In this study, 1665 complaints about fitness enterprises located in a complaint site on the internet were analyzed with content analysis. Findings show that most of the complaints are found in "fees" category. Complaints about staff, physical conditions, contract and other complaints follow this category. This study is important in terms of understanding in depth which e-complaints for fitness have emerged. In addition, it is thought that the results of the study will guide service quality planning of fitness.

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