The evaluation of the service quality in the health - fitness centers

Actuality of issue: the service sector is widely rising in nowadays; therefore the consumer can choose service by them requirements. Consequently trying to seek the customers’ demands and raise them expectation. The quality development in the sport clubs is unstoppable process. Quality form the image of organization, make directly impact for work productivity, the profit increasing and consumer satisfaction. If the sport organizations want to keep the existing consumers and attract more of them, they should have to know how to estimate the quality of their services. They have to find out what the consumers think about existing service. Is it satisfying the requirements? What the develop opportunities of the service quality are. Object of the work: service quality evaluation of the health- fitness centers in Kaunas. Scientific problem: to deliver the services of appropriate quality, it is important to know the wishes of customer and his/her perceptions of provided service quality. Goal of the work: analyze of the service quality in health - fitness centers in Kaunas. Tasks of the work: 1. Define the service quality conception. 2. Determine the models of service quality assessment adaptability in health – fitness services quality assessment. 3. Determine of the service quality in health - fitness centers in Kaunas by consumers position. Hypothesis: 1. There is not any connection between genders and price. 2. There is not any connection between the age and the service’s quality. 3. There is not any connection between gender and the brand of the health – fitness center. Conslusion: The objective was to evaluate the quality of facilities in health - fitness centers “Hermis” and “Linija”. For this purpose, the theoretical terms of service quality were defined as well as the measures of service quality models for analyzing the evaluation aspects were discussed. It was investigated and defined how the quality of service in Kaunas sports and fitness centers, \"Hermis\" and \"Linija\" is valued by selecting type of questionnaire which is based on Servqual, SQAS QUESC methods. Consumers are satisfied when their expectations meet the reality or it is even better. In order to keep current clients, which is one of the most important objective in the organization (to keep current client is more profitable than attracting the new one), the service quality research tries to determine the strength of satisfaction about the service. The expected and experienced quality of service difference was the biggest one in health - fitness center “Linija”, comparing with “Hermis” performance. That means that clients of “Linija” are more disappointed than satisfied for the quality of provided service. However, despite the fact that the difference between expected and experienced quality is not very visible, the attitude of clients is positive in heatlh – fitness centers “Hermis” and “Linija”. As the outcome of hypothesis statistical analysis, we have figured out that factors which motivates to do sports does not depend on the gender of respondents, however, older clients evaluates facilities better than young ones