The influence of technologies on members’ retention by gyms: A systematic review

Abstract

The purpose of this systematic review is to identify the influence of social media and technologies on customer retention in gyms. The survey was conducted on four online databases from 2011 to 2019. Ten articles were selected through the PRISMA method (MOHER et al., 2009). The results showed that social media and the use of technologies are crucial in the retention process. After analyzing the ten articles, we also identified and analyzed the variables ‘personal characteristic of members,’ ‘attendance and time of use,’ ‘quality of service and satisfaction’ as influencing customer retention. In summary, this study reviewed the articles that study the impact of technologies and social networks on customer retention by gyms and helped to identify other factors that focus on retention, grouping them into two dimensions associated with the company and customers.