因生活水準的提高及醫療科技的進步，國人對於健康的訴求及重視度也逐步提升，坊間有許多連鎖的健身俱樂部讓人們有了更多的選擇，如何在這激烈競爭的市場脫穎而出，必須創造差異化，提升俱樂部內外部軟硬體的品質，確保顧客滿意度及忠誠度的穩定性，並注重轉換成本的影響性，來吸引或挽留潛藏或既有的消費者。本研主要目的在探討World Gym健身俱樂部之顧客滿意度對轉換成本與顧客忠誠度之中介效果。首先，確認消費者個人背景變項在各構面上的差異性，再透過SmartPLS統計軟體來檢驗構面間的關聯性及中介效果。研究結果顯示：(1)不同消費者背景變項在顧客滿意度、忠誠度及再購意願均具有部分的顯著差異；(2)World Gym健身俱樂部之顧客滿意度對顧客忠誠度，以及轉換成本分別對顧客滿意度及忠誠度均有著顯著正向影響，且顧客滿意度對於轉換成本與顧客忠誠度之間存在著顯著的中介效果。

Due to living standard improvement and the medical advancement, people’s demands and attention to health have increased. There are so many fitness clubs in the market that provide people choices. It is essential for chain fitness club managers to rise consumers’ experience by improving service quality. Chain fitness club managers could build high switching cost and outstanding service quality to create consumers’ satisfaction and retention decision. Our research focuses on the relationships among satisfaction, switching cost and loyalty of a chain fitness club in Taiwan, namely, World Gym. The research results show that: (1) the relationship among satisfaction, switching cost and loyalty varies with consumer’s demographic characteristics; (2) the relationships among satisfaction, switching cost and loyalty are significant. Through this research, we can have better understandings of the relationships among satisfaction, switching cost and loyalty. The theoretical and practical implications of this study are also provided.