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Examining service quality dimensions in fitness centres 
University West, Department of Engineering Science, Division of Process and Product Development.ORCID iD: 0000-0001-5545-5457
University West, Department of Economics and IT, Division of Business Administration.ORCID iD: 0000-0003-3310-305X
2010 (English)In: 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 , 2010Conference paper, Published paper (Refereed)
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. 

Place, publisher, year, edition, pages
Coimbra: University of Coimbra , 2010.
Keyword [en]
Quality management, quality dimensions, fitness, service quality
National Category
Economics and Business
Research subject
ENGINEERING, Quality management
Identifiers
URN: urn:nbn:se:hv:diva-2875ISBN: 978-972-9344-04-6 (print)OAI: oai:DiVA.org:hv-2875DiVA: diva2:390930
Conference
13th Toulon-Verona Conference, “Organizational Excellence in Service”, 2nd-4th September 2010
Available from: 2011-01-24 Created: 2010-11-29 Last updated: 2015-06-24Bibliographically approved

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