Service Quality Evaluation of Fitness Clubs Based on SERVQUAL Scale
The role of service quality in the success of fitness clubs can not be denied. Identifying the specific expectations of customers, the dimensions of the service quality, and their relative importance for customers for each specific segment of fitness industry would definitely help managers in the challenge of improving the service quality. The objectives of this study were to investigate the service quality expectations of fitness clubs customers by SERVQUAL scale. The result shows that customers of fitness club had the highest expectations for the dimension of empathy followed by assurance, reliability, tangibility and responsiveness, respectively. On the other side, customers of fitness club had the lowest perception for the dimension of empathy followed by responsiveness.reliability, assurance, and, tangibility. The gaps between expectation and perception are significant, especially in dimension of empathy, therefore fitness clubs should take measures to exactly know what th customers really needs, and pay more attention on individualized and potential needs and so on.
Evaluation Fitness club Gap analysis Service quality
Li WANG
Management College,Beijing Sport University,Beijing,P.R.China,100084
国际会议
The 2nd International Conference on Vale Engineering and Vale Management(2009)(2009年北京价值工程与价值管理国际会议)
北京
英文
415-420
2009-10-16（万方平台首次上网日期，不代表论文的发表时间）