The Service Quality Management of the Fitness Center: The Relationship among 5 Aspects of Service Quality

Abstract : Service quality management is very important to service businesses. In a world where people’s needs are changing, the quality of service is becoming increasingly important. The objective of this study was to examine the relationship between the five areas of service quality in the fitness center business. The population of the study was people who use the fitness center for health in Phetchabun province, Thailand. 390 participants were the sample size. Questionnaires were collected by the convenience sampling method. Descriptive analysis and structural equation modeling were performed. The results revealed that (1) most of the participants were female, aged between 26-35 years, had a bachelor’s degree, and monthly income was less than 480 dollars, (2) the correlation coefficients values indicated that the correlation of all aspects of the service quality was interconnected, and (3) five variable pairs had the high correlation coefficients included Tangibility and Reliability, Tangibility and Empathy, Reliability and Responsiveness, Reliability and Assurance, and Reliability and Empathy. The result suggests that fitness center business executives or entrepreneurs should focus on all five aspects of service quality including tangibility, reliability, responsiveness, assurance, and empathy. This focus will enable executives to plan strategies better, to better meet the needs of users, and to succeed in the fitness center business both financially and sustainably