Submitted in partial fulfillment of the requirement for the Masters Degree in Technology (Marketing), Marketing, Retail and Public Relations Department, Durban University of Technology, 2009. / Interest in the quality of the health and fitness industry has grown considerably over the last decade. Gymnasiums are increasingly placing greater emphasis on meeting members‟ expectations and needs. As more competition enters this industry, members‟ perceptions of gymnasiums facilities and services are becoming more important. It is apparent that there is a need to measure members‟ expectations and perceptions of service quality at Virgin Active gymnasiums in the greater Durban area. The aim of this study was to investigate customer service quality at commercial health and fitness centres. The four objectives of this study were: firstly, to identify members‟ expectations in terms of the delivered services provided at Virgin Active gymnasiums; secondly, to ascertain the perceptions of members towards the services provided at Virgin Active gymnasiums; thirdly, to measure the gaps between members‟ expectations and perceptions of service quality, using a modified version of the SERVQUAL model, and fourthly, to calculate and measure the score of the SERVQUAL dimensions. The instrument used to assess the members‟ expectations and perceptions of service quality was the SERVQUAL questionnaire, measuring expectations and perceptions according to five quality dimensions. Four hundred and fifty members were surveyed using the SERVQUAL questionnaire. The respondents were selected through non-probability sampling within which convenience sampling was applied. Data were analyzed using descriptive and inferential statistical techniques. Conclusions and recommendations were thereafter drawn from the literature and the findings of the study. The study shows that members‟ expectations of service quality exceeded their perceptions on the five service quality dimensions used in the SERVQUAL questionnaire. The smallest dimension gap score proved to be tangibles, while the largest gap score of the study proved to be empathy followed by responsiveness. iv Therefore, it is recommended that Virgin Active gymnasiums in the greater Durban area attend to these gaps and ensure that necessary strategies are implemented so that members receive a high level of service quality in all areas of the service dimensions.

Submitted in partial fulfillment of the requirement for the Masters Degree in Technology (Marketing), Marketing, Retail and Public Relations Department, Durban University of Technology, 2009. / Interest in the quality of the health and fitness industry has grown considerably over the last decade. Gymnasiums are increasingly placing greater emphasis on meeting members‟ expectations and needs. As more competition enters this industry, members‟ perceptions of gymnasiums facilities and services are becoming more important. It is apparent that there is a need to measure members‟ expectations and perceptions of service quality at Virgin Active gymnasiums in the greater Durban area. The aim of this study was to investigate customer service quality at commercial health and fitness centres. The four objectives of this study were: firstly, to identify members‟ expectations in terms of the delivered services provided at Virgin Active gymnasiums; secondly, to ascertain the perceptions of members towards the services provided at Virgin Active gymnasiums; thirdly, to measure the gaps between members‟ expectations and perceptions of service quality, using a modified version of the SERVQUAL model, and fourthly, to calculate and measure the score of the SERVQUAL dimensions. The instrument used to assess the members‟ expectations and perceptions of service quality was the SERVQUAL questionnaire, measuring expectations and perceptions according to five quality dimensions. Four hundred and fifty members were surveyed using the SERVQUAL questionnaire. The respondents were selected through non-probability sampling within which convenience sampling was applied. Data were analyzed using descriptive and inferential statistical techniques. Conclusions and recommendations were thereafter drawn from the literature and the findings of the study. The study shows that members‟ expectations of service quality exceeded their perceptions on the five service quality dimensions used in the SERVQUAL questionnaire. The smallest dimension gap score proved to be tangibles, while the largest gap score of the study proved to be empathy followed by responsiveness. iv Therefore, it is recommended that Virgin Active gymnasiums in the greater Durban area attend to these gaps and ensure that necessary strategies are implemented so that members receive a high level of service quality in all areas of the service dimensions.

Thesis (M.Arch.)--University of Massachusetts Amherst, 2009. / Open access. Includes bibliographical references (p. 72-75).

Thesis (M. Arch.)--University of Detroit Mercy, 2004. / "2004 April 26". Includes bibliographical references (p. 116).

Thesis (Ph. D.)--Ohio State University, 2009. / Title from first page of PDF file. Includes bibliographical references (p. 165-180).

Thesis (M. Arch.)--Massachusetts Institute of Technology, Dept. of Architecture, 1992. / Includes bibliographical references (p. 101-104). / Potentially, health clubs can be rejuvenating and pleasant places. Unfortunately, many clubs in Boston are merely monotonous rooms stuffed into any available space downtown. Or, they are overwhelming, disorienting facilities sprawled out in suburban locales accessible only by car. The proposed site locates a facility at a T-stop. The health experience can be made more varied yet comprehensive by increasing users' awareness of sensory experiences in their surroundings. Movements, actions are grouped into a section according to what the body senses while engaged in an activity. These associations or common denominators assign particular qualities and characteristics to each section and make them distinguishable and different from one another. These juxtaposed differences provide contrast and variety needed to increase sensory awareness and stimulate the human body and mind. / by Amelia C. Jezierski. / M.Arch.

Thesis (M.S.) -- Central Connecticut State University, 2009. / Thesis advisor: Mathew Cummiskey. "... in partial fulfillment of the requirements for the degree of Master of Science in Physical Education." Includes bibliographical references (leaves 77-81). Also available via the World Wide Web.

This reports conducts a situational and financial analysis in order to strategically position a gym within the competitive landscape of Santa Clara, California. This report includes an executive summary, description of products, marketing & an operational plan as well as financial forecasts for the first year. It is the purpose of this report to consider as many relevant factors as possible to compile and more complete and accurate business plan. / text

Access to abstract permanently restricted to Ball State community only. / Access to thesis permanently restricted to Ball State community only. / School of Physical Education, Sport, and Exercise Science

Mémoire (M.P.M.O.) -- Université du Québec à Chicoutimi, 1992. / Résumé disponible sur Internet. CaQCU Document électronique également accessible en format PDF. CaQCU