Toward a better fitness club: Evidence from exerciser online rating and review using latent Dirichlet allocation and support vector machine

Susan (Sixue) Jia

Fitness clubs have never ceased searching for quality improvement opportunities to better serve their exercisers, whereas exercisers have been posting online ratings and reviews regarding fitness clubs.

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...

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