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- Title
PERCEÇÃO DA QUALIDADE DO SERVIÇO E SATISFAÇÃO DOS SÓCIOS NO FITNESS: CONTRIBUIÇÕES PARA O PAPEL DO GESTOR.
- Authors
Gonçalves, Celina; Buchmann, Carolina; Carvalho, Maria José
- Abstract
The objective of this study was to understand the perception of the service quality and members' satisfaction in fitness as well as their eventual contributions to the role of the manager. Data were collected in two fitness clubs from the city of Porto Alegre in Brazil, with the instrument SERVPERF for the service quality and the model of Henning-Thurau for the satisfaction, both measured on a five-point Likert-type scale. The sample consisted of 551 members, with the majority in the age group between 21 and 29 years old, single, male, with higher education and income above nine Brazilian minimum wages. The analysis was accomplished through the software SPSS Statistics and the statistical analysis included descriptive analysis and inferential analysis. The descriptive statistics resorted to measures of localization, dispersion, form and graphic representations. We used the Cronbach's alpha coefficient to analyze the overall internal consistency of the questionnaire and each dimension. The results indicate that the dimensions of the questionnaire have a excellent internal consistency (α=.949) proving to be a good measurement instrument. From the results the items nice facilities and modern equipment, appearing as the attributes key to the quality of services. We must note the special attention of this item to the quality namely for female in the age group between 39 and 65 years old. We must also highlight as extremely important for the member in general the attributes technical knowledge of the HR and friendliness of the HR. Thus, the results indicate that fitness managers should keep suitable and modern facilities and equipment and strive to cultivate strong customer relationships so that the delivered fitness services can exceed the members' expectations keeping them satisfied over time.
- Subjects
PHYSICAL fitness centers -- Customer services; QUALITY of service; CUSTOMER satisfaction research; DEMOGRAPHIC characteristics; SPSS (Computer software); CRONBACH'S alpha
- Publication
Intercontinental Journal of Sport Management / Revista Intercontinental de Gestão Desportiva, 2013, Vol 3, p47
- ISSN
2237-3373
- Publication type
Article