Factors associated with service quality in fitness centers based on the SERVQUAL model
The objective of this quantitative study is to measure the factors associated with service quality at fitness centers based on the SERVQUAL model. For that purpose, this work proposes a structural model that considers the 5 dimensions in the SERVQUAL model, which was analyzed to evaluate its explana...
| Main Authors: | , , , , , |
|---|---|
| Format: | Article |
| Language: | Spanish |
| Published: |
Instituto Tecnológico Metropolitano
2019-01-01
|
| Series: | Revista CEA |
| Subjects: | |
| Online Access: | https://revistas.itm.edu.co/index.php/revista-cea/article/view/1253/1162 |
| _version_ | 1811322519264690176 |
|---|---|
| author | Davinson Mosquera-González Orfa Nidia Patiño-Toro Daniel Mauricio Sánchez-Díez Juan Felipe Agudelo-Cardona Diana Marcela Ospina-Mazo Juan Felipe Bermúdez-Bedoya |
| author_facet | Davinson Mosquera-González Orfa Nidia Patiño-Toro Daniel Mauricio Sánchez-Díez Juan Felipe Agudelo-Cardona Diana Marcela Ospina-Mazo Juan Felipe Bermúdez-Bedoya |
| author_sort | Davinson Mosquera-González |
| collection | DOAJ |
| description | The objective of this quantitative study is to measure the factors associated with service quality at fitness centers based on the SERVQUAL model. For that purpose, this work proposes a structural model that considers the 5 dimensions in the SERVQUAL model, which was analyzed to evaluate its explanatory power for such type of services. The sample was composed of 279 members of training centers. The collection instrument was a questionnaire that contained 20 items grouped into 5 constructs: reliability, tangible assets/infrastructure, responsibility, provided service (in terms of safety), and expected service (in terms of empathy). The results show that the proposed model can significantly explain the phenomenon under study because the 10 hypothetical relationships suggested in this article exceeded the significance threshold. In particular, the association between reliability and tangible assets reached the highest value, a Cramér’s V coefficient of 0.806. This evidence supports the use of SERVQUAL-based models to measure the quality of sports services. |
| first_indexed | 2024-04-13T13:36:27Z |
| format | Article |
| id | doaj.art-fabbb50de975421789869a9729984817 |
| institution | Directory Open Access Journal |
| issn | 2390-0725 2422-3182 |
| language | Spanish |
| last_indexed | 2024-04-13T13:36:27Z |
| publishDate | 2019-01-01 |
| publisher | Instituto Tecnológico Metropolitano |
| record_format | Article |
| series | Revista CEA |
| spelling | doaj.art-fabbb50de975421789869a97299848172022-12-22T02:44:46ZspaInstituto Tecnológico MetropolitanoRevista CEA2390-07252422-31822019-01-0159133210.22430/24223182.1253Factors associated with service quality in fitness centers based on the SERVQUAL modelDavinson Mosquera-González0Orfa Nidia Patiño-Toro1Daniel Mauricio Sánchez-Díez2Juan Felipe Agudelo-Cardona3Diana Marcela Ospina-Mazo4Juan Felipe Bermúdez-Bedoya5Institución Universitaria EscolmeInstitución Universitaria EscolmeInstitución Universitaria EscolmeInstitución Universitaria EscolmeInstitución Universitaria EscolmeUniversidad Nacional de ColombiaThe objective of this quantitative study is to measure the factors associated with service quality at fitness centers based on the SERVQUAL model. For that purpose, this work proposes a structural model that considers the 5 dimensions in the SERVQUAL model, which was analyzed to evaluate its explanatory power for such type of services. The sample was composed of 279 members of training centers. The collection instrument was a questionnaire that contained 20 items grouped into 5 constructs: reliability, tangible assets/infrastructure, responsibility, provided service (in terms of safety), and expected service (in terms of empathy). The results show that the proposed model can significantly explain the phenomenon under study because the 10 hypothetical relationships suggested in this article exceeded the significance threshold. In particular, the association between reliability and tangible assets reached the highest value, a Cramér’s V coefficient of 0.806. This evidence supports the use of SERVQUAL-based models to measure the quality of sports services.https://revistas.itm.edu.co/index.php/revista-cea/article/view/1253/1162SERVQUAL modelsports services measurementservice quality measurementfitness center |
| spellingShingle | Davinson Mosquera-González Orfa Nidia Patiño-Toro Daniel Mauricio Sánchez-Díez Juan Felipe Agudelo-Cardona Diana Marcela Ospina-Mazo Juan Felipe Bermúdez-Bedoya Factors associated with service quality in fitness centers based on the SERVQUAL model Revista CEA SERVQUAL model sports services measurement service quality measurement fitness center |
| title | Factors associated with service quality in fitness centers based on the SERVQUAL model |
| title_full | Factors associated with service quality in fitness centers based on the SERVQUAL model |
| title_fullStr | Factors associated with service quality in fitness centers based on the SERVQUAL model |
| title_full_unstemmed | Factors associated with service quality in fitness centers based on the SERVQUAL model |
| title_short | Factors associated with service quality in fitness centers based on the SERVQUAL model |
| title_sort | factors associated with service quality in fitness centers based on the servqual model |
| topic | SERVQUAL model sports services measurement service quality measurement fitness center |
| url | https://revistas.itm.edu.co/index.php/revista-cea/article/view/1253/1162 |
| work_keys_str_mv | AT davinsonmosqueragonzalez factorsassociatedwithservicequalityinfitnesscentersbasedontheservqualmodel AT orfanidiapatinotoro factorsassociatedwithservicequalityinfitnesscentersbasedontheservqualmodel AT danielmauriciosanchezdiez factorsassociatedwithservicequalityinfitnesscentersbasedontheservqualmodel AT juanfelipeagudelocardona factorsassociatedwithservicequalityinfitnesscentersbasedontheservqualmodel AT dianamarcelaospinamazo factorsassociatedwithservicequalityinfitnesscentersbasedontheservqualmodel AT juanfelipebermudezbedoya factorsassociatedwithservicequalityinfitnesscentersbasedontheservqualmodel |