Full Length Research Paper
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.
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