Application of the SERVQUAL instrument to measure customer satisfaction at a fitness center in Petrolina - PE

Authors

  • Jéfferson Jesus de Araujo UNIVASF
  • Ana Cristina Gonçalves Castro Silva UNIVASF

DOI:

https://doi.org/10.5585/exactaep.v15n2.6942

Keywords:

Fitness center. Quality in services. SERVQUAL.

Abstract

In this study, the objective was to perform the practical application of SERVQUAL to evaluate the quality of the services of a fitness center in the city of Petrolina, Pernambuco. For this, a descriptive study was carried out to investigate the determining factors that influence quality at the center. The work was based on a bibliographical survey of the main themes, that is, gymnastics services and the SERVQUAL tool. We found that only the empathy factor had an acceptable level of satisfaction. Other factors – tangibility, reliability, responsibility, and safety – exhibited levels of dissatisfaction; therefore, an action plan was proposed, listing both the most relevant problems encountered and suggestions for specific improvements. Finally, we present our conclusions, discussing the possible causes of negative gaps and suggesting the application of other quality tools in order to achieve a better level of satisfaction with the service provided.

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Published

2017-07-13

How to Cite

de Araujo, J. J., & Silva, A. C. G. C. (2017). Application of the SERVQUAL instrument to measure customer satisfaction at a fitness center in Petrolina - PE. Exacta, 15(2), 323–334. https://doi.org/10.5585/exactaep.v15n2.6942

Issue

Vol. 15 No. 2 (2017): (Abr-Jun)

Section

Papers

License

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