Introduction

Fitness clubs are important venues for exercisers to conduct sporting activities and practice healthy lifestyles. A fitness club provides its exercisers with an encouraging workout environment, customized training programs, and a long list of available courses, aiming at promoting health, strength, and quality of life (Domene, Moir, Pummell, & Easton, 2017; Huang, Lv, Chen, & Liu, 2016; Theodoropoulou, Stavrou, & Karteroliotis, 2017). Fitness clubs have never ceased searching for service quality improvement (Cheng, Hsu, & Huang, 2012; Moxham & Wiseman, 2009). One straightforward way of capturing service quality improvement hints is directly hearing from the exercisers. Exercisers have offered valuable information regarding their psychological commitment in a fitness club (Bodet, 2012), and their perceived service (Song, 2011) and environment (Kim, 2012) therein. However, traditional ways of information gathering and processing, such as in-person survey (Yan, Cardinal, & Acock, 2015), in-depth interview (Jones, 2011; Spry & Dwyer, 2017) and manual coding (Maguire, 2008; Smith, 2016), have been costly in terms of time, money and reliability. Therefore, developing, validating and implementing alternative ways of efficiently analyzing fitness club service quality are of critical significance.