Development and verification of a fitness club service quality evaluation model
Based on the SERVQUAL model method,coupled with the characteristics of the fitness industry,and basing the main purpose on developing a new fitness club service quality evaluation model,the authors established a hypothetic service quality model that is composed of such 5 dimensions as workers,facilities and equipment,service items,safety and price setting according to literature information,field examination and expert interview,then investigated the customers of 3 fitness clubs located in Shanghai and Guangdong,performed a confirmatory factor analysis on the hypothetic model by using 376 sample data acquired from the investigation,and revealed that the hypothetic model has a good fitting degree(GFI=0.89,AGFI=0.86,SRMR=0.04,RFI=0.90,TLI=0.94,CFI=0.94,RMSEA=0.06).Next,the authors improved the hypothetic model,and derived a model that is composed of 20 items in 5 dimensions(GFI=0.93,AGFI=0.90,SRMR=0.04,RFI=0.93,TLI=0.97,CFI=0.97,RMSEA=0.05),provided with sufficient credibility and validity.Moreover,the authors also probed into inspirations from related service quality researches and management practice as well as research topics in the future.