Quality measurement in fitness centers in Salgueiro/PE
The objective of this paper was to evaluate the quality of services provided by fitness centers in the municipality of Salgueiro, using the SERVQUAL model, developed to measure the quality of services, through the differences between perceptions and expectations that customers have of the service p...
| Main Authors: | , , , , , |
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| Format: | Article |
| Language: | English |
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Universidade Estadual de Alagoas
2023-04-01
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| Series: | Diversitas Journal |
| Subjects: | |
| Online Access: | https://diversitas.emnuvens.com.br/diversitas_journal/article/view/2488 |
| _version_ | 1797848615062863872 |
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| author | Italo César Felipe SILVA Fagner José Coutinho de Melo Eryka Fernanda Miranda SOBRAL Bartira Pereira AMORIM Claudia Editt Tornero BECERRA Tiago Silveira MACHADO |
| author_facet | Italo César Felipe SILVA Fagner José Coutinho de Melo Eryka Fernanda Miranda SOBRAL Bartira Pereira AMORIM Claudia Editt Tornero BECERRA Tiago Silveira MACHADO |
| author_sort | Italo César Felipe SILVA |
| collection | DOAJ |
| description |
The objective of this paper was to evaluate the quality of services provided by fitness centers in the municipality of Salgueiro, using the SERVQUAL model, developed to measure the quality of services, through the differences between perceptions and expectations that customers have of the service provided. Additionally, the QUESC scale was used, which is a method specifically designed to measure the quality of the fitness service. The research is classified as an applied type with a quantitative approach. The use of SERVQUAL and the integrated QUESC method are shown to be of great value for quality management in gyms that use this tool, the results obtained were analyzed via descriptive statistics. Among the main results of the research, the dimensions with priority that deserve more attention stand out, such as: tangibility (Attribute 30: the gym must innovate programs in order to encourage clients to practice exercises), credibility (Attribute 10: Instructors must always be willing to help their clients and Attribute 31: The gym must have accident safety measures and emergency procedures in place) and empathy (Attribute 33: The gym must have secure parking for clients, Attribute 5: Clear instructions and reliable and Attribute 8: Employees and instructors must be involved and committed to the quality and improvement of services provided). In this way, the study contributes to theory (scientifically), as it discusses research that has not yet been carried out in the municipality and in practice (socially), it can be used so that managers of these gyms can introduce corrective actions for possible problems. found, pointing out and understanding its main limitations and issues inherent to the satisfaction of people who attend and enjoy its services, offering strategic and theoretical knowledge to its managers.
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| first_indexed | 2024-04-09T18:30:23Z |
| format | Article |
| id | doaj.art-f51f897902e04d28a44b8c4d4de142fc |
| institution | Directory Open Access Journal |
| issn | 2525-5215 |
| language | English |
| last_indexed | 2024-04-09T18:30:23Z |
| publishDate | 2023-04-01 |
| publisher | Universidade Estadual de Alagoas |
| record_format | Article |
| series | Diversitas Journal |
| spelling | doaj.art-f51f897902e04d28a44b8c4d4de142fc2023-04-11T17:19:19ZengUniversidade Estadual de AlagoasDiversitas Journal2525-52152023-04-018210.48017/dj.v8i2.2488Quality measurement in fitness centers in Salgueiro/PE Italo César Felipe SILVA0Fagner José Coutinho de Melo1Eryka Fernanda Miranda SOBRAL2Bartira Pereira AMORIM3Claudia Editt Tornero BECERRA4Tiago Silveira MACHADO5Universidade de PernambucoUniversidade de PernambucoUniversidade de PernambucoUniversidade de PernambucoUniversidade Federal de PernambucoUniversidade de Pernambuco The objective of this paper was to evaluate the quality of services provided by fitness centers in the municipality of Salgueiro, using the SERVQUAL model, developed to measure the quality of services, through the differences between perceptions and expectations that customers have of the service provided. Additionally, the QUESC scale was used, which is a method specifically designed to measure the quality of the fitness service. The research is classified as an applied type with a quantitative approach. The use of SERVQUAL and the integrated QUESC method are shown to be of great value for quality management in gyms that use this tool, the results obtained were analyzed via descriptive statistics. Among the main results of the research, the dimensions with priority that deserve more attention stand out, such as: tangibility (Attribute 30: the gym must innovate programs in order to encourage clients to practice exercises), credibility (Attribute 10: Instructors must always be willing to help their clients and Attribute 31: The gym must have accident safety measures and emergency procedures in place) and empathy (Attribute 33: The gym must have secure parking for clients, Attribute 5: Clear instructions and reliable and Attribute 8: Employees and instructors must be involved and committed to the quality and improvement of services provided). In this way, the study contributes to theory (scientifically), as it discusses research that has not yet been carried out in the municipality and in practice (socially), it can be used so that managers of these gyms can introduce corrective actions for possible problems. found, pointing out and understanding its main limitations and issues inherent to the satisfaction of people who attend and enjoy its services, offering strategic and theoretical knowledge to its managers. https://diversitas.emnuvens.com.br/diversitas_journal/article/view/2488Serviços; Qualidade em Serviços; Academia de Ginástica; SERVQUAL, QUESC. |
| spellingShingle | Italo César Felipe SILVA Fagner José Coutinho de Melo Eryka Fernanda Miranda SOBRAL Bartira Pereira AMORIM Claudia Editt Tornero BECERRA Tiago Silveira MACHADO Quality measurement in fitness centers in Salgueiro/PE Diversitas Journal Serviços; Qualidade em Serviços; Academia de Ginástica; SERVQUAL, QUESC. |
| title | Quality measurement in fitness centers in Salgueiro/PE |
| title_full | Quality measurement in fitness centers in Salgueiro/PE |
| title_fullStr | Quality measurement in fitness centers in Salgueiro/PE |
| title_full_unstemmed | Quality measurement in fitness centers in Salgueiro/PE |
| title_short | Quality measurement in fitness centers in Salgueiro/PE |
| title_sort | quality measurement in fitness centers in salgueiro pe |
| topic | Serviços; Qualidade em Serviços; Academia de Ginástica; SERVQUAL, QUESC. |
| url | https://diversitas.emnuvens.com.br/diversitas_journal/article/view/2488 |
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