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Customer service quality at selected commercial health and fitness centres in KwaZulu-NatalLotz, Colleen January 2009 (has links)
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.
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Customer service quality at selected commercial health and fitness centres in KwaZulu-NatalLotz, Colleen January 2009 (has links)
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.
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Crossfit design maximizing building potential across broad time and modal domains /Goodale, Benjamin, January 2009 (has links)
Thesis (M.Arch.)--University of Massachusetts Amherst, 2009. / Open access. Includes bibliographical references (p. 72-75).
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Body mind spirit mediating the (meta)physical tradition /Krupitzer, Craig. January 2004 (has links)
Thesis (M. Arch.)--University of Detroit Mercy, 2004. / "2004 April 26". Includes bibliographical references (p. 116).
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Cultural effects on work attitudes and behaviors the case of American and Korean fitness employees /Woo, Boyun, January 2009 (has links)
Thesis (Ph. D.)--Ohio State University, 2009. / Title from first page of PDF file. Includes bibliographical references (p. 165-180).
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Sensory experience to promote well-being a health club designJezierski, Amelia C. (Amelia Christina) January 1992 (has links)
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.
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Accessibility of health clubs and fitness centers for people with disabilities in Kuwait /Aldimkhi, Badeer, January 2009 (has links)
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.
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Start up gym business planDapprich, Andrew Scott 17 February 2011 (has links)
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
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College women's perceptions of strength training in a fitness centerFlippin, Kaleigh J. 21 July 2012 (has links)
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
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Proposition d'un cadre de référence propice au développement d'instruments de mesure de la performance pour les intervenants en centre de conditionnement physique /Privé, Marc, January 1992 (has links)
Mémoire (M.P.M.O.) -- Université du Québec à Chicoutimi, 1992. / Résumé disponible sur Internet. CaQCU Document électronique également accessible en format PDF. CaQCU
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