Developing the perceived service quality scale of sport-fitness centers

This study was designed to develop the Service Quality Assessment Scale to evaluate the Perceived Service Quality of Sport-Fitness Centers in Turkey. Through review of literature, interviews the sport-fitness center (customers) members, panel of experts, and preliminary scale with 56 items was formulated. Next the scale was revised and, the revised scale items reduced to a 41-items. This revised scale was administered to 425 members from 12 sport-fitness centers. Four hundred and three complete questionnaires were the sample for this study. Before the EFA, 6 items deleted due to item-total correlations results. The scale was then tested and, 3 items were deleted with double factor loadings. The EFA (exploratory factor analysis) results showed, six factors emerged in the EFA: Interaction quality, outcome quality, physical environment quality, equipment quality, program quality and, ambient condition quality. All the factors had acceptable alpha (.95 to .77) and composite reliability coefficients. These six factors accounted for 69.3 % explained variance. The final scale consisted of 31 items with 6 factors to measure Perceived Service Quality of sport-fitness centers in Turkey.