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Examining service quality dimensions in fitness centres 
Högskolan Väst, Institutionen för ingenjörsvetenskap, Avd för process- och produktutveckling.ORCID-id: 0000-0001-5545-5457
Högskolan Väst, Institutionen för ekonomi och it, Avd för företagsekonomi.ORCID-id: 0000-0003-3310-305X
2010 (engelsk)Inngår i: 13th Toulon-Verona Conference, “Organizational Excellence in Service”: "Organizational Excellence in Service". 2nd-4th September 2010. Conference proceedings / [ed] Faculdade de Economia da Universidade de Coimbra, Coimbra: University of Coimbra , 2010Konferansepaper, Publicerat paper (Fagfellevurdert)
Abstract [en]

The fitness industry is expanding in most parts of the world. Nevertheless, the amount of

research regarding this industry has thus far been relatively limited. In previous research,

quality dimensions for fitness companies have been explored and a tentative framework has

been proposed. The purpose for the present study is to examine the framework and quantify

its components. A survey has been conducted. A questionnaire based on previous research

was developed and delivered by telephone to 86 fitness centres of which 67 agreed to

participate, giving a response rate of 78%. The items of the quality dimensions in the studied

framework 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 explorative

factor analysis resulting in five underlying enablers. Moreover, the impact of the enablers on

the profitability of the centres was measured. The results should be interesting for managers in

this sector as well as for the advancement of service quality theory. 

sted, utgiver, år, opplag, sider
Coimbra: University of Coimbra , 2010.
Emneord [en]
Quality management, quality dimensions, fitness, service quality
HSV kategori
Forskningsprogram
TEKNIK, Kvalitetsutveckling
Identifikatorer
URN: urn:nbn:se:hv:diva-2875ISBN: 978-972-9344-04-6 (tryckt)OAI: oai:DiVA.org:hv-2875DiVA, id: diva2:390930
Konferanse
13th Toulon-Verona Conference, “Organizational Excellence in Service”, 2nd-4th September 2010
Tilgjengelig fra: 2011-01-24 Laget: 2010-11-29 Sist oppdatert: 2015-06-24bibliografisk kontrollert

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Lagrosen, YvonneLagrosen, Stefan

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