Publication
What attributes affect quality of service? The importance-performance analysis applied to health club ex-clients?
| dc.contributor.author | Vieira, Elsa | |
| dc.contributor.author | Ferreira, João J. M. | |
| dc.contributor.author | São João, Ricardo | |
| dc.date.accessioned | 2021-04-21T13:44:43Z | |
| dc.date.available | 2021-04-21T13:44:43Z | |
| dc.date.issued | 2021-02-19 | |
| dc.description.abstract | Quality is the most important and complex component of business strategy in the fitness sector, companies compete on quality and customers seek quality. Thus, knowing what the most important attributes of quality are and whether there are differences between gender, level of education, age, price, permanence, and frequency, is crucial to support managers. This study aims to know the level of importance and performance of the attributes of quality of service, from the perspective of ex-customers of a health club and study whether variables such as gender, level of schooling, age, price, permanence, and frequency have different behaviour with regard to the importance and performance given to the attributes of quality of service, from the perspective of ex-customers of a health club. A questionnaire was applied to a sample of 101 ex-clients of a health club, and the performance-importance analysis and ANCOVA were used to assess which characteristics of ex-clients influence the differential between performance and importance, having as factors: gender and schooling, and as co-variables: age, monthly fee, period of stay and monthly attendance. The results obtained, comparing importance and performance, show that there are attributes of service quality: to maintain, to raise, to decrease and even to eliminate, in the health club. Based on the 28 ANCOVAS, whose dependent variables are the difference between performance and importance, statistically significant influences were evidenced in variables such as: gender, education, permanence, and frequency. The study shows that there is a need to give more mportance to certain quality attributes so that clients are more satisfied. It also concludes that managers should adjust their performance to the importance of quality attributes, taking into account the variables: gender, education, permanence and weekly frequency. | pt_PT |
| dc.description.version | N/A | pt_PT |
| dc.identifier.citation | Vieira, E. , Ferreira, J.J.M. & São João, R. (2021). What attributes affect quality of service? The importance-performance analysis applied to health club ex-clients? In J. F. Rodrigues, R. Matos & F. Rodrigues (Eds.), Livro de Resumos do I Congresso Internacional CIEQV (pp. 174-175). Centro de Investigação em Qualidade de Vida. https://www.cieqv.pt/wp-content/uploads/2021/01/book-of-abstracts-congress-cieqv-2021.pdf | pt_PT |
| dc.identifier.issn | 978-989-54983-3-8 | |
| dc.identifier.uri | http://hdl.handle.net/10400.15/3454 | |
| dc.language.iso | por | pt_PT |
| dc.peerreviewed | yes | pt_PT |
| dc.publisher | Centro de Investigação em Qualidade de Vida | pt_PT |
| dc.relation.publisherversion | https://www.cieqv.pt/wp-content/uploads/2021/01/book-of-abstracts-congress-cieqv-2021.pdf | pt_PT |
| dc.subject | Fitness | pt_PT |
| dc.subject | Sport | pt_PT |
| dc.subject | Sport management | pt_PT |
| dc.title | What attributes affect quality of service? The importance-performance analysis applied to health club ex-clients? | pt_PT |
| dc.title.alternative | Que atributos afetam a qualidade de serviço? A análise importância desempenho aplicada a ex-clientes de H | pt_PT |
| dc.type | conference object | |
| dspace.entity.type | Publication | |
| oaire.citation.conferencePlace | Rio Maior | pt_PT |
| oaire.citation.endPage | 175 | pt_PT |
| oaire.citation.startPage | 174 | pt_PT |
| oaire.citation.title | 1º Congresso Internacional CIEQV | pt_PT |
| person.familyName | São João | |
| person.givenName | Ricardo | |
| person.identifier.ciencia-id | 8E1B-AFBF-E940 | |
| person.identifier.orcid | 0000-0003-3137-0891 | |
| rcaap.rights | openAccess | pt_PT |
| rcaap.type | conferenceObject | pt_PT |
| relation.isAuthorOfPublication | 7501922f-cbe1-4a1b-8bd6-21c777f269e2 | |
| relation.isAuthorOfPublication.latestForDiscovery | 7501922f-cbe1-4a1b-8bd6-21c777f269e2 |
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