Service Quality Expectations in the Fitness Center Context: A Validation of the Expectations Component of the SERVQUAL Scale in Greece

Q3 Business, Management and Accounting

Services Marketing Quarterly Pub Date : 2020-03-23 DOI:10.1080/15332969.2020.1742977

Eirini Peitzika, S. Chatzi, Dimitra Kissa

引用次数: 15

Abstract

Abstract Considering the importance of identifying customers’ expectations and delivering the desired level of service quality, this study aims at examining the reliability and validity of the expectations component of the SERVQUAL scale in the context of Greek fitness-centers. Having collected data from 216 users, the results reveal that SERVQUAL is a highly valid and reliable scale to measure service quality expectations, yet the five dimensions originally proposed have not been confirmed. More specifically, the “Responsiveness” dimension failed to be extracted and instead, a four-factor solution was deemed more appropriate in the Greek context. The study contributes to the SERVQUAL scale criticism and it is among the first efforts to adapt the SERVQUAL scale in a fitness-center context.

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健身中心背景下的服务质量期望：希腊SERVQUAL量表期望成分的验证

摘要考虑到识别客户期望和提供所需服务质量水平的重要性，本研究旨在检验SERVQUAL量表中期望成分在希腊健身中心背景下的可靠性和有效性。在收集了216名用户的数据后，结果表明SERVQUAL是一个非常有效和可靠的衡量服务质量期望的量表，但最初提出的五个维度尚未得到证实。更具体地说，“反应性”维度没有被提取出来，相反，四因素解决方案被认为在希腊背景下更合适。这项研究有助于SERVQUAL量表的批评，也是第一批将SERVQUAL量表应用于健身中心的研究之一。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Services Marketing Quarterly Business, Management and Accounting-Business, Management and Accounting (miscellaneous)

CiteScore

2.40

自引率

0.00%

发文量

期刊介绍： Services Marketing Quarterly is directed at academicians and practitioners who are involved in the development and application of services marketing concepts to the wide spectrum of industries that constitute the service sector of economies. The journal presents both theoretical and empirical articles including experimental and pilot studies addressing various issues faced by service marketers to enhance the development of the marketing literature in the application of marketing concepts to services. Areas of emphasis include: Service characteristics changes. Servicescape impacts. Service delivery impacts. Services impact on organizational image. Digital service environments and impacts. Evolution of services over time and by industry. Contributions are encouraged which include analysis of existing practice, methods and programs; application of new ideas and methods; and research on various aspects of services marketing. Each manuscript should include the marketing implications of the impact of the findings on services marketing theory and/or practice. Services Marketing Quarterly also welcome proposals for special issues.