An importance-performance analysis of fitness center service quality: Empirical results from fitness centers in Turkey

Abstract

This study proposes the SQS-FC (Service Quality Scale for Fitness Centers) scale for fitness centers and examines its effectiveness using importance-performance analysis (IPA). Fitness center service quality attributes are developed using a sample of Turkish fitness center consumers and personal interviews. Data for the study is obtained from the customers of a private commercial fitness center (n = 246). The results revealed four factors for the SQS-FC scale including personnel, physical environment, supporting services, and program. The results of this study show the applicability of IPA in evaluating service quality for fitness centers. Findings indicate that the most important factors for fitness center customers are programs, personnel and physical environment. Furthermore, results show that there is a perceived quality deficit in physical environment while quality surplus in supporting services dimension.