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System-Based Quality Dimensions in Fitness Services: Development of the Scale of Quality

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  • Kyungro Chang
  • Packianathan Chelladurai

Abstract

This research, based on the systems perspective, proposed nine dimensions of quality in fitness services. A scale was developed and its factor structure was confirmed in two studies of fitness club customers. As the factor structure of the nine-dimensional scale was confirmed through confirmatory factor analyses in both studies, it was concluded that the nine proposed dimensions were independent of each other. The final scale consisted of 35 items to measure Service Climate, Management Commitment to Service Quality, Programmes from the input stage; Interpersonal Interaction, Task Interaction, Physical Environments, Other Clients, Service Failures/Recovery from the throughput stage; and Perceived Service Quality form the output stage. The internal consistency estimates for the nine dimensions were found to be adequate. The utility of the proposed scheme, and its applicability to other contexts is discussed.

Suggested Citation

  • Kyungro Chang & Packianathan Chelladurai, 2003. "System-Based Quality Dimensions in Fitness Services: Development of the Scale of Quality," The Service Industries Journal, Taylor & Francis Journals, vol. 23(5), pages 65-83, November.
    • Handle: RePEc:taf:servic:v:23:y:2003:i:5:p:65-83
    DOI: 10.1080/02642060308565624
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    Cited by:

    1. Pedro Cuesta-Valiño & Pablo Gutiérrez-Rodríguez & Cristina Loranca-Valle, 2021. "Sustainable Management of Sports Federations: The Indirect Effects of Perceived Service on Member’s Loyalty," Sustainability, MDPI, vol. 13(2), pages 1-24, January.
    2. Avourdiadou, Sevastia & Theodorakis, Nicholas D., 2014. "The development of loyalty among novice and experienced customers of sport and fitness centres," Sport Management Review, Elsevier, vol. 17(4), pages 419-431.
    3. Hyunseok Song & Kevin K. Byon, 2021. "Moderating Effect of the Power–Distance Belief on the Relationship between Employees’ Service Failures and Customers’ Behavioral Outcomes in the Sport Service Industry," IJERPH, MDPI, vol. 18(5), pages 1-16, March.

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