EVALUATION OF FITNESS CENTER SERVICE QUALITY THROUGH IMPORTANCE-PERFORMANCE ANALYSIS

Özgün Özdemir, Suleyman M. Yildiz

Abstract


Various methods are used to evaluate service quality. This study aimed to evaluate the quality of service in a fitness center through the importance-performance analysis (IPA) by focusing on the fitness center customers. The data were obtained from a commercial fitness center. The Service Quality Scale for Fitness Centers (SQS-FC) for fitness centers developed by Yildiz (2011) was used as a data collection tool. The study result showed that IPA is an effective method to evaluate the service quality of fitness centers. Evaluations were made regarding missing and weak service attributes through IPA.

 

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Keywords


fitness center, service quality, importance-performance analysis

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DOI: http://dx.doi.org/10.46827/ejpe.v6i6.3248

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