What is it about?
Several studies have been conducted to identify the factors that most influence on service quality and customer satisfaction in the fitness industry. However, little attention has been dedicated to the identification of the most relevant attributes.
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Why is it important?
We suggest that it is also necessary to identify the factors and the attributes which are most important concerning the perceptions of customers of fitness centers. A 23-item questionnaire was designed and a sample of 368 customers of four Brazilian fitness centers was considered. Factorial analysis and Quartile analysis revealed that the most important factors are related to Workout facilities & Price and Staff. The fitness equipment must be varied and in sufficient quantity, besides being in perfect working order. Special attention should be dedicated to the instructors' politeness and competence, and the accuracy of information they provide. The overall cleanliness of the fitness center and the value of service are also important.
Perspectives
We believe that this study can contribute to the improvement of the quality of services in fitness centers. The observation and monitoring of the attributes can help the managers of fitness centers to attract new customers and to retain the current ones.
Professor Andre Luis Policani Freitas
Universidade Estadual do Norte Fluminense Darcy Ribeiro - UENF
Read the Original
This page is a summary of: FITNESS CENTERS: WHAT ARE THE MOST IMPORTANT ATTRIBUTES IN THIS SECTOR?, International Journal for Quality Research, March 2019, Faculty of Engineering, University of Kragujevac,
DOI: 10.24874/ijqr13.01-11.
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