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Service quality in fitness centres: examining the dimensions
Linnaeus University, Kalmar, Sweden.
University West, Department of Engineering Science, Division of Mechanical Engineering and Natural Sciences. (LINA)ORCID iD: 0000-0001-5545-5457
2016 (English)In: 1st International Conference on Advanced Business and Social Sciences, 28-29/1, 2016, Jelantik, Indonesia, 2016Conference paper, Presentation (Other academic)
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 relativelylimited. In previous research, quality dimensions for fitness companieshave been explored and a tentative framework has been proposed. Thepurpose for the present study is to examine the framework and quantifyits components. A survey has been conducted. A questionnaire based onprevious research was developed and delivered by telephone to 86 fitnesscentres of which 67 agreed to participate, giving a response rate of 78%.The items of the quality dimensions in the studied framework were analysedwith Cronbach's Alpha and were found to be statistically reliable. Theunderlying structure of the enablers in the framework was examined withexplorative 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, forthe advancement of service quality theory.

Place, publisher, year, edition, pages
2016.
Keyword [en]
Quality management, quality dimensions, fitness, service quality
National Category
Work Sciences
Research subject
Work Integrated Learning
Identifiers
URN: urn:nbn:se:hv:diva-10557OAI: oai:DiVA.org:hv-10557DiVA: diva2:1064514
Conference
1st International Conference on Advanced Business and Social Sciences, 28-29/1, 2016, Jelantik, Indonesia
Available from: 2017-01-12 Created: 2017-01-12 Last updated: 2017-01-16Bibliographically approved

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Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
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Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
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Output format
  • html
  • text
  • asciidoc
  • rtf