A research on measuring of service quality of fitness and SPA centers

The level of customer satisfaction is the most determining factor of service quality. Perceived quality is the thoughts of the customer about superiority and excellence of service. In this context, the topic of this study is service quality in Fitness and SPA centers. The purpose of the thesis is studying service quality theoretically and measuring the level of service quality in a fitness and SPA center. A survey research was conducted. The population is the whole costumers of a center in Istanbul. 210 quetionnares were gathered and analyzed. SERVQUAL model was used in measuring. According to the results of the research, there is no menaningful difference between expected service quality and perceived quality of the customers. Management can take care of the differences of perceives quality specifications related to the demographic factors of customers and develop tactical decisions to increase the level of the perceived service quality. Key Words : Service quality, SERVQUAL, Fitness and SPA