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基于在线评价的健身房消费者满意度研究

A Study on Consumer Satisfaction in Gyms Based on Online Evaluations

Leisure Sports and Health / 2025,5(3): 19-25 / 2026-01-12 5 1

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• Authors: 陈思奇
• Information:

  湖北大学体育学院，武汉

• Keywords:
  Gym; Satisfaction; Consumer
  健身房; 满意度; 消费者
• Abstract: This study collected consumer reviews of gyms on the Dianping App through web crawling technology and analyzed the data using content analysis method and ROST CM6 software. The purpose is to explore consumers’ satisfaction with gyms and the influencing factors, and further provide improvement suggestions for gym operators. The research results show that: (1) The three most frequently mentioned elements in consumer reviews are coaches, environment, and equipment in sequence; (2) In terms of emotional distribution, positive emotions dominate (94.44%), while negative emotions account for only 5.32%, among which general negative, moderately negative, and highly negative emotions account for 1.4%, 0.59% and 0.83% respectively; (3) Among negative reviews, facility issues are the most significant factor affecting satisfaction (accounting for 20%), followed by environment, coaches and location factors. Based on the above findings, the following suggestions are put forward: Gyms should rationally plan the layout of equipment, strengthen maintenance and conduct regular cleaning; ensure that personal trainers and front desk staff maintain a consistent, friendly, and amiable attitude towards trial class participants and long-term members; and at the same time, the location should focus on traffic convenience to enhance customer satisfaction and retention rate. 本研究通过爬虫技术获取大众点评App上的健身房消费者评论，并运用内容分析法与ROSTCM6软件进行分析，旨在探究消费者对健身房的满意度及其影响因素，进而为健身房经营者提出改进建议。研究结果显示：（1）消费者评论中提及频率最高的三个要素依次是教练、环境和器械；（2）在情感分布上，积极情绪占主导地位（94.44%），消极情绪仅占5.32%，其中一般消极、中度消极与高度消极分别占比1.4%、0.59%和0.83%；（3）在消极评论中，设施问题是影响满意度的最主要因素（占比20%），其次为环境、教练和位置因素。基于上述发现，最后提出建议：健身房应合理规划器械布局并加强维护，定时开展清洁工作；确保私教和前台人员对待试课人员和长期会员保持一致、和善友好；同时选址应注重交通便利性，以提升顾客满意度和留存率。
• DOI: https://doi.org/10.35534/lsh.0503004 (registering DOI)
• Cite: 陈思奇．基于在线评价的健身房消费者满意度研究［J］．休闲运动与健康，2025，5（3）：19-25．