Customer service quality at commercial health and fitness centres

Dhurup, M.; Singh, Paul C; Surujlal, J.

doi:10.4314/sajrs.v28i2.25942

Cited by 19 publications

(12 citation statements)

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“…Na primeira etapa do estudo foram identificados 49 itens, os quais foram distribuídos em três dimensões, as quais eram: Ambiente (20 questões), Gestão (18 questões) e Marketing (11 questões). Destaca-se que a dimensão Ambiente também foi identificada em instrumentos desenvolvidos para as realidades turca, coreana e sul africana 5,6,12 . Todavia, mesmo que não tenha apresentado relação direta, as dimensões Gestão e Marketing foram identificadas em outros estudos por meio de itens que estavam vinculados a dimensões que abordavam temas amplos [5][6][7][8][9][10][11][12][13][14] .…”

Section: Resultsunclassified

“…No intuito de atender os clientes de academias de ginástica, escalas de avaliação da qualidade dos serviços prestados por academias foram desenvolvidas em vários países, como: Turquia 5 , Coréia 6 , Espanha [7][8][9][10][11] , África do Sul 12 , Canadá 13 e Grécia 14 . Ressalta-se que os instrumentos foram desenvolvidos considerando a cultura de cada região, o que aumenta a especificidade dos resultados encontrados por estes instrumentos.…”

Section: Introductionunclassified

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Escala de Avaliação da qualidade dos serviços prestados por academias de ginástica - QUASPA

Calesco

Both

2018

JPhysicalEdu

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Para compreender quais fatores interferem na escolha das academias de ginástica pelos clientes, o objetivo do estudo foi de construir e validar um instrumento de avaliação da qualidade dos serviços prestados pelas academias de ginástica. O estudo apresentou quatro etapas: identificação das questões e construção da matriz analítica do instrumento, avaliação da clareza, importância, relevância e da matriz de análise, análise da fidedignidade das questões do instrumento e analise das questões frente ao constructo do instrumento. Inicialmente, foram identificados 49 critérios considerados importantes para avaliação da qualidade dos serviços. A criação da matriz analítica apresentou as dimensões: estrutura, gestão e marketing. Na avaliação das questões e da matriz foram eliminadas 19 questões. Na avaliação da fidedignidade 29 questões apresentaram estabilidade temporal dos escores. Na avaliação do constructo realizada por mei da análise fatorial confirmatória evidenciou ajustamento adequado após a exclusão de oito questões e da realização de seis correlações. As análises de: fiabilidade compósita, variância extraída média, validade discriminante e alfa de cronbach apresentaram valores aceitáveis. Por fim, conclui-se que o instrumento “Escala de avaliação da qualidade dos serviços prestados por academias de ginástica (QUASPA)” possui propriedades psicométricas satisfatórias, sendo composto por 21 questões distribuídas em três dimensões.

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Section: Resultsunclassified

Section: Introductionunclassified

Escala de Avaliação da qualidade dos serviços prestados por academias de ginástica - QUASPA

Calesco

Both

2018

JPhysicalEdu

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“…Customers' perception of the quality of service that one offers is what determines success (Quintana, 2006). According to Dhurup, Singh and Surujlal (2006), unlike conventional business products, services provided by higher education institutions are intangible and highly subjective and students look for evidence of service quality to reduce uncertainty. Armstrong and Kotler (2006) suggest that in reducing uncertainty, buyers seek certain conclusions of service quality from the place, people, equipment, and communications they receive from the service provider.…”

Section: Literature Reviewmentioning

confidence: 99%

“…The dimensions of service quality: Dhurup et al (2006), identify five factors that can influence the quality of a service encounter in a service setting viz. tangibles, reliability, responsiveness, assurance and empathy:…”

Section: Literature Reviewmentioning

confidence: 99%

International Studentsâ€™ Expectations and Perceptions of Service Quality: The Case of a Higher Education Institution in South Africa

Govender

Veerasamy²,

Noel³

2012

JEBS

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South Africa has recently seen a significant increase in international student enrolments in recent years. In order to be competitive, attention needs to be given to service quality with a view to being the institution of preference. This paper therefore seeks to assess international students' expectations and perceptions of service quality. A census was conducted among the 215 international students, using the SERVQUAL model as the measuring instrument. The results indicate that there are gaps between international students' expectations and perceptions on the five service quality dimensions. An analysis of variance was conducted to test for significant differences between three biographical variables viz. faculty of study, qualification enrolled for and region of residence versus the five dimensions of service quality, on both expectations and perceptions. Recommendations are presented on how the institution can enhance service quality among its international students.

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“…Therefore, it is essential apply marketing tools to evaluate the quality of services that support decision makers in the definition of more efficient and effective marketing plans [21 -23]. It is important convert the abstract sense that is attributed to the quality of a service through the identification and measurement of specific indicators, thereby allowing the implementation of concrete and significant actions [24].…”

Section: Introductionmentioning

confidence: 99%

Measuring Service Quality of Ski Resorts: An Approach to Identify the Consumer Profile

Miragaia¹,

Conde²,

Soares³

2016

TOSSJ

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This study determined the consumer's profile in winter sports, using their degree of satisfaction with services provided by a ski resort. A questionnaire was administered to 229 tourists/visitors and analyzed their satisfaction according to five factors: facilities and equipment; attributes of the slopes; resort services; restaurants, accommodation and social activities; and also about the access to the resort. Determination between levels of satisfaction indicated by different consumer segments was performed using a cluster analysis. The clusters identified were: partially satisfied, dissatisfied, dissatisfied with everything, satisfied with everything. In relation to gender, no significant differences were identified in any cluster. With regard to experience to visited other ski resorts, significant differences were found between tourists/visitors which have already done, comparing with the individuals who never been in a similar context. It was found that only 5.2% of consumers who have had similar experiences with other ski resorts were satisfied with all services provided. The results of this study enable to the managers identify the attributes by which tourists/visitors have a higher level of satisfaction/dissatisfaction and foremost identify the valences which can be subject to some kind of improvement. This approach enables the adaptation of services according the preferences and expectations of tourists/visitors, with the prospect of incrementing consumer loyalty.

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Customer service quality at commercial health and fitness centres

Cited by 19 publications

References 0 publications

Escala de Avaliação da qualidade dos serviços prestados por academias de ginástica - QUASPA

Escala de Avaliação da qualidade dos serviços prestados por academias de ginástica - QUASPA

International Studentsâ€™ Expectations and Perceptions of Service Quality: The Case of a Higher Education Institution in South Africa

Measuring Service Quality of Ski Resorts: An Approach to Identify the Consumer Profile

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