African Journal of
Business Management

  • Abbreviation: Afr. J. Bus. Manage.
  • Language: English
  • ISSN: 1993-8233
  • DOI: 10.5897/AJBM
  • Start Year: 2007
  • Published Articles: 4198

Full Length Research Paper

An importance-performance analysis of fitness centre service quality: Empirical results from fitness centres in Turkey

S. Murat YILDIZ
School of Physical Education and Sports, Balikesir University, Dinkciler Mh. Soma Cad. Balikesir, Turkey
Email: [email protected]

  •  Accepted: 17 May 2011
  •  Published: 18 August 2011

Abstract

This study proposes the SQS-FC (Service Quality Scale for Fitness Centres) scale for fitness centres and examines its effectiveness using importance-performance analysis (IPA). Fitness centre service quality attributes are developed using a sample of Turkish fitness centre consumers and personal interviews. Data for the study is obtained from the customers of a private commercial fitness centre (n = 246). The results revealed four factors for the SQS-FC scale including personnel, physical environment, supporting services, and program. The results of this study show the applicability of IPA in evaluating service quality for fitness centres. Findings indicate that the most important factors for fitness centre customers are programs, personnel and physical environment. Furthermore, results show that there is a perceived quality deficit in physical environment while quality surplus in supporting services dimension.

 

Key words: Service quality, measurement and evaluation, fitness centres, importance-performance analysis.