Examining service quality dimensions in fitness centres

• The fitness industry is expanding in most parts of the world. Nevertheless, the amount ofresearch regarding this industry has thus far been relatively limited. In previous research,quality dimensions for fitness companies have been explored and a tentative framework hasbeen proposed. The purpose for the present study is to examine the framework and quantifyits components. A survey has been conducted. A questionnaire based on previous researchwas developed and delivered by telephone to 86 fitness centres of which 67 agreed toparticipate, giving a response rate of 78%. The items of the quality dimensions in the studiedframework were analysed with Cronbach's Alpha and were found to be statistically reliable.The underlying structure of the enablers in the framework was examined with explorativefactor analysis resulting in five underlying enablers. Moreover, the impact of the enablers onthe profitability of the centres was measured. The results should be interesting for managers inthis sector as well as for the advancement of service quality theory. 

Ämnesord

SAMHÄLLSVETENSKAP  -- Ekonomi och näringsliv (hsv//swe)

SOCIAL SCIENCES  -- Economics and Business (hsv//eng)

SAMHÄLLSVETENSKAP  -- Ekonomi och näringsliv -- Företagsekonomi (hsv//swe)

SOCIAL SCIENCES  -- Economics and Business -- Business Administration (hsv//eng)

Nyckelord

Quality management

quality dimensions

fitness

service quality

Business and economics

Ekonomi

Quality management

Kvalitetsutveckling

Publikations- och innehållstyp

ref (ämneskategori)

kon (ämneskategori)