サービス品質評価モデル(SQAM)--中国のフィットネスクラブにおけるサービス品質評価の実証研究

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This study was designed to develop a service quality assessment model to evaluate the service quality of fitness clubs in China. Based on a review of literature, field observations, interviews with specialists, and two pilot studies, a 5 dimensions service quality conceptual model was proposed. The 5 dimensions are related to the club staff, facilities, programs, security, and pricing. The development of the service quality assessment model was carried out in two stages: (1) Screening of the subscale items. Using exploratory factor analysis, the data were collected from two pilot studies, and the subscale items of service quality were reduced to 24, while maintaining a 5 dimension structure. (2) Evaluating the proposed model with a new data set. Data were collected from a sample of 376 members from three different fitness clubs in Shanghai and Guangzhou in China. The results of confirmatory factor analysis of the proposed model showed that the overall fit was good (CMIN=580.83, CMIN/DF =2.40, P=.00, GFI=.89, AGFI=.86, SRMR=.04, IFI=.94, NFI=.91, CFI=.94, RMSEA=.06, AIC=696.84). After a few modifications of the proposed model were made, the final model, which uses 5 dimensions 20 subscale items, was developed and evaluated. The overall fit of the final model (CMIN=298.80, CMIN/DF =1.87, P=.00, SRMR=.04, GFI=.93, AGFI=.90, IFI=.97, NFI=.94, CFI=.97, RMSEA=.05, AIC=398.80) was confirmed to be better than that of the original model. The reliability and validity of the final model were confirmed. Management implications and suggestions for future research were discussed.

サービス品質評価モデル(SQAM)--中国のフィットネスクラブにおけるサービス品質評価の実証研究

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