dc.creator | Xu, Karen Kaijuan | es |
dc.creator | Chen, Kenny Kuan Chou | es |
dc.creator | Kim, Euisoo | es |
dc.creator | García Fernández, Jerónimo | es |
dc.creator | Nauright, John | es |
dc.creator | Zhang, James J. | es |
dc.date.accessioned | 2022-06-30T10:30:15Z | |
dc.date.available | 2022-06-30T10:30:15Z | |
dc.date.issued | 2021-10-09 | |
dc.identifier.citation | Xu, K.K., Chen, K.K.C., Kim, E., García Fernández, J., Nauright, J. y Zhang, J.J. (2021). Dimensions of service quality in health-fitness clubs in China. International Journal of Environmental Research and Public Health, 18 (20), 1-17. | |
dc.identifier.issn | 1660-4601 | es |
dc.identifier.issn | 1661-7827 | es |
dc.identifier.uri | https://hdl.handle.net/11441/134845 | |
dc.description.abstract | The purpose of this study was to explore the dimensions of service quality in fitness
clubs in China and examine their impact on customer satisfaction. In Phase I of the study, we
collected qualitative data from online comments related to service quality in 30 Tera Wellness clubs
in Shanghai (k = 6252). Conducting content analysis, we synthesized the information and identified
preliminary themes and formulated measurement statements. Phase II implemented a series of
quantitative research procedures to examine the measurement properties of statements developed in
Phase I. Conducting exploratory factor analysis, confirmatory factor analysis, and structural equation
modeling analyses based on responses of club members (N = 533), we identified a total of 27 items in
six dimensions: service recovery, service assurance, facility function, program operation, instructor
quality, and staff performance. These factors significantly (p < 0.05) predicted customer satisfaction
with fitness clubs in China. The findings highlight the importance of high-quality service delivery,
service recovery, and service assurance and pinpoint specific areas for improvement. | es |
dc.format | application/pdf | es |
dc.format.extent | 17 p. | es |
dc.language.iso | eng | es |
dc.publisher | MDPI | es |
dc.relation.ispartof | International Journal of Environmental Research and Public Health, 18 (20), 1-17. | |
dc.rights | Attribution-NonCommercial-NoDerivatives 4.0 Internacional | * |
dc.rights.uri | http://creativecommons.org/licenses/by-nc-nd/4.0/ | * |
dc.subject | Customer satisfaction | es |
dc.subject | Health-fitness clubs | es |
dc.subject | Chinese market | es |
dc.subject | Service recovery | es |
dc.title | Dimensions of service quality in health-fitness clubs in China | es |
dc.type | info:eu-repo/semantics/article | es |
dcterms.identifier | https://ror.org/03yxnpp24 | |
dc.type.version | info:eu-repo/semantics/publishedVersion | es |
dc.rights.accessRights | info:eu-repo/semantics/openAccess | es |
dc.contributor.affiliation | Universidad de Sevilla. Departamento de Educación Física y Deporte | es |
dc.relation.publisherversion | https://doi.org/10.3390/ijerph182010567 | es |
dc.identifier.doi | 10.3390/ijerph182010567 | es |
dc.journaltitle | International Journal of Environmental Research and Public Health | es |
dc.publication.volumen | 18 | es |
dc.publication.issue | 20 | es |
dc.publication.initialPage | 1 | es |
dc.publication.endPage | 17 | es |