Factors associated with service quality in fitness centers based on the SERVQUAL model
Journal Title: Revista CEA - Year 2019, Vol 5, Issue 9
Abstract
The objective of this quantitative study is to measure the factors associated with service quality at fitness centers based on the SERVQUAL model. For that purpose, this work proposes a structural model that considers the 5 dimensions in the SERVQUAL model, which was analyzed to evaluate its explanatory power for such type of services. The sample was composed of 279 members of training centers. The collection instrument was a questionnaire that contained 20 items grouped into 5 constructs: reliability, tangible assets/infrastructure, responsibility, provided service (in terms of safety), and expected service (in terms of empathy). The results show that the proposed model can significantly explain the phenomenon under study because the 10 hypothetical relationships suggested in this article exceeded the significance threshold. In particular, the association between reliability and tangible assets reached the highest value, a Cramér’s V coefficient of 0.806. This evidence supports the use of SERVQUAL-based models to measure the quality of sports services.
Authors and Affiliations
Davinson Mosquera-González, Orfa Nidia Patiño-Toro, Daniel Mauricio Sanchez-Diez, Juan Felipe Agudelo-Cardona, Diana Marcela Ospina-Mazo
Keywords
Related Articles
- EP ID EP501216
- DOI 10.22430/24223182.1253
- Views 234
- Downloads 0
Entrepreneurial Intention of Students at the Universidad Pontificia Bolivariana: Exploring a Model Based on the Theory of Planned Behavior
This case study aimed to characterize the intention to start a new business of students at different campuses (Montería, Palmira, Medellín, and Bucaramanga) of the Universidad Pontificia Bolivariana (UPB). The purpose of...
Evaluation of the Service Quality: A Practical Experience in a Coffeehouse Chain
Service quality evaluation has become a very powerful tool for organizations to achieve, among other purposes, customer loyalty and competitiveness. In a particular context, this article offers a quantitative study of cu...
The mediterranean diet: culture and its impact on consumer habits in barcelona restaurants
This article studies the importance of the Mediterranean diet in the menus of restaurants in the city of Barcelona. It is based on a review of previous studies about the great influence of the Mediterranean culture on da...
Coevolution of Industrial Revolutions and Economic and Management Sciences
The Fourth Industrial Revolution has started to develop and bring along new information and communications technologies, as well as novel forms of complex relationships between processes and organizations. This revolutio...
Analysis of the Capital Structure of the Main Banking Systems in Central America in the 2015–2019 period
This study aims to identify the determinants of the capital structure of the banking systems in El Salvador, Guatemala, and Panama in the 2015–2019 period. For that purpose, the authors analyzed 68 financial institution...