| The general problem of the study was to analyze the service quality and members satisfaction in three fitness clubs in Taipei City, Taiwan. This may be a positive contribution to fitness club management, which may benefit club members. The club officials may be more capable of satisfying member needs and understand how to improve their service indicated by this study. The researcher investigated expected service and actual service by five dimensions, reliability, tangibles, assurance, responsiveness, and empathy. The researcher used the Importance Performance Analysis (I.P.A.) in order to determine the expected service and actual service relationship in fitness clubs in Taipei City. This study used both qualitative and quantitative research methods. This study involved a survey, comprised of three sets of questions containing: (1) demographic data, (2) service quality about expected service and actual service, and (3) actual satisfaction. Data were collected, processed and analyzed by using the SPSS 15.00 statistical software application.;Subjects for the survey in this study were those who had memberships in any one of three fitness clubs during July 23rd, to July 30th, 2007. The researcher, after collecting questionnaires, codified the data. Five ways of analysis were used. Validity Analysis, Descriptive Statistics, Importance Performance Analysis, Paired t-test, and Independent t-test and Analysis of Variation were used for analysis.;The results were as follows: (1) The highest two items of members' expected service quality were safety and sanitation of auxiliary facilities (food, bathroom, rest areas), and the agreement of the service items provided by club with those in a contract. The lowest two items of members' expected service quality were the club gives members information, and employees' neatness. (2) The highest ratings for two items of members' actual service were business hours, and the club treats members kindly and friendly. The lowest ratings for three items of members' actual service were sufficient parking areas and the club always makes members a first priority. (3) Overall satisfaction. Members' satisfied with the overall evaluation of the fitness club. Mean was 3.87, indicating that members seem to be rather satisfied about the overall service. (4) Importance-Performance Analysis (IPA). There were nine items members think are important, that are not done well. Therefore, fitness club manages in Taipei City should improve those items as soon as possible. There are (1) safety and sanitation of auxiliary facilities (food, bathroom, rest areas), (2) sufficient parking areas, (3) carrying out contract services on time, (4) employees' ability to handle emergency situations, (5) trainers' guidance is reliable, (6) image and reputation of the club, (7) keeping records accurately, such as fees and check-up, (8) employees have manners and good attitude, and (9) the club always makes members a first priority. |
