RELEVANCE OF SERVICE QUALITY ATTRIBUTES IN FITNESS CENTRES IN RIO DE JANEIRO: COMPARING STAKEHOLDERS' PERCEPTIONS
The article aims to compare the perceptions of three groups of stakeholders regarding the relevance of specific attributes of service quality in fitness centres in Rio de Janeiro. The approach was qualitative, of the survey type, with stratified sampling and application of a single instrument formed...
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| Format: | Article |
| Language: | English |
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Center for Quality, Faculty of Engineering, University of Kragujevac, Serbia
2021-03-01
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| Series: | International Journal for Quality Research |
| Subjects: | |
| Online Access: | http://www.ijqr.net/journal/v15-n1/19.pdf |
| _version_ | 1819075465882632192 |
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| author | Edvaldo de Farias Luis Mendes Maria Nascimento Eva Morais |
| author_facet | Edvaldo de Farias Luis Mendes Maria Nascimento Eva Morais |
| author_sort | Edvaldo de Farias |
| collection | DOAJ |
| description | The article aims to compare the perceptions of three groups of stakeholders regarding the relevance of specific attributes of service quality in fitness centres in Rio de Janeiro. The approach was qualitative, of the survey type, with stratified sampling and application of a single instrument formed of 34 specific attributes of the quality of services in fitness centres. To identify differences in the relevance of each attribute for clients, managers and instructors, variance analysis was performed through the Kruskal-Wallis test. IBM SPSS v 25 for Windows was used for statistical treatment. The study was carried out with 657 clients, 123 managers and 180 instructors in the city of Rio de Janeiro. The scale with 34 items presented a global and group Cronbach alpha that validated the instrument's internal consistency, confirming that its items measure the same construct. There were differences in the relevance attributed by the three groups in 32,4% of the attributes, showing non-alignment in the perceptions of those who deliver, manage and consume services in those fitness centres. It was not possible to compare the results obtained with previous studies due to the non-existence of research focusing on different stakeholders' perceptions of the attributes of service quality in companies in this business segment, revealing that the topic is a new perspective in assessing the quality of services in fitness environments. |
| first_indexed | 2024-12-21T18:25:51Z |
| format | Article |
| id | doaj.art-06fa21a8dad84cac8d7a873c7c087f4a |
| institution | Directory Open Access Journal |
| issn | 1800-6450 1800-7473 |
| language | English |
| last_indexed | 2024-12-21T18:25:51Z |
| publishDate | 2021-03-01 |
| publisher | Center for Quality, Faculty of Engineering, University of Kragujevac, Serbia |
| record_format | Article |
| series | International Journal for Quality Research |
| spelling | doaj.art-06fa21a8dad84cac8d7a873c7c087f4a2022-12-21T18:54:24ZengCenter for Quality, Faculty of Engineering, University of Kragujevac, SerbiaInternational Journal for Quality Research1800-64501800-74732021-03-0115132935210.24874/IJQR15.01-19RELEVANCE OF SERVICE QUALITY ATTRIBUTES IN FITNESS CENTRES IN RIO DE JANEIRO: COMPARING STAKEHOLDERS' PERCEPTIONSEdvaldo de Farias0https://orcid.org/0000-0002-9660-4014Luis Mendes1https://orcid.org/0000-0002-0921-4078Maria Nascimento2https://orcid.org/0000-0002-3913-4845Eva Morais3https://orcid.org/0000-0002-3815-9821Universityof Beira Interior Management &Economics PostdoctoralResearcher Polo IV, Estrada do Sineiro, 6200-209 Covilhã, PortugalUniversity of Beira Interior Management & Economics [Advanced Studies in Management & Economics Research Center (CEFAGEUBI)], Polo IV, Estrada do Sineiro, 6200-209 Covilhã, PortugalUniversidade de Trás-osMontes e Alto Douro Dep. ofMathematics Escola de C. e Tecnologia, Polo II, ECT, Quinta de Prados, 5001-801 Vila Real, Portugal. [CIDTFF - Research Centre on Didactics and Technology in the Education of Trainers, Universidade de Aveiro, Portugal]Universidade de Trás-os-Montes e Alto Douro Dep.ofMathematics Escola de C. e Tecnologia, Polo II, ECT, Quinta de Prados, 5001-801 Vila Real, Portugal. [Mathematics Research Center CMAT-UTAD, Universidade do Minho, Portugal]The article aims to compare the perceptions of three groups of stakeholders regarding the relevance of specific attributes of service quality in fitness centres in Rio de Janeiro. The approach was qualitative, of the survey type, with stratified sampling and application of a single instrument formed of 34 specific attributes of the quality of services in fitness centres. To identify differences in the relevance of each attribute for clients, managers and instructors, variance analysis was performed through the Kruskal-Wallis test. IBM SPSS v 25 for Windows was used for statistical treatment. The study was carried out with 657 clients, 123 managers and 180 instructors in the city of Rio de Janeiro. The scale with 34 items presented a global and group Cronbach alpha that validated the instrument's internal consistency, confirming that its items measure the same construct. There were differences in the relevance attributed by the three groups in 32,4% of the attributes, showing non-alignment in the perceptions of those who deliver, manage and consume services in those fitness centres. It was not possible to compare the results obtained with previous studies due to the non-existence of research focusing on different stakeholders' perceptions of the attributes of service quality in companies in this business segment, revealing that the topic is a new perspective in assessing the quality of services in fitness environments.http://www.ijqr.net/journal/v15-n1/19.pdfrelevancestakeholdersservice qualityfitness centresattributes perception |
| spellingShingle | Edvaldo de Farias Luis Mendes Maria Nascimento Eva Morais RELEVANCE OF SERVICE QUALITY ATTRIBUTES IN FITNESS CENTRES IN RIO DE JANEIRO: COMPARING STAKEHOLDERS' PERCEPTIONS International Journal for Quality Research relevance stakeholders service quality fitness centres attributes perception |
| title | RELEVANCE OF SERVICE QUALITY ATTRIBUTES IN FITNESS CENTRES IN RIO DE JANEIRO: COMPARING STAKEHOLDERS' PERCEPTIONS |
| title_full | RELEVANCE OF SERVICE QUALITY ATTRIBUTES IN FITNESS CENTRES IN RIO DE JANEIRO: COMPARING STAKEHOLDERS' PERCEPTIONS |
| title_fullStr | RELEVANCE OF SERVICE QUALITY ATTRIBUTES IN FITNESS CENTRES IN RIO DE JANEIRO: COMPARING STAKEHOLDERS' PERCEPTIONS |
| title_full_unstemmed | RELEVANCE OF SERVICE QUALITY ATTRIBUTES IN FITNESS CENTRES IN RIO DE JANEIRO: COMPARING STAKEHOLDERS' PERCEPTIONS |
| title_short | RELEVANCE OF SERVICE QUALITY ATTRIBUTES IN FITNESS CENTRES IN RIO DE JANEIRO: COMPARING STAKEHOLDERS' PERCEPTIONS |
| title_sort | relevance of service quality attributes in fitness centres in rio de janeiro comparing stakeholders perceptions |
| topic | relevance stakeholders service quality fitness centres attributes perception |
| url | http://www.ijqr.net/journal/v15-n1/19.pdf |
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