How to cite this paper
Pradeep, S., Vadakepat, V & Rajasenan, D. (2020). The effect of service quality on customer satisfaction in fitness firms.Management Science Letters , 10(9), 2011-2020.
Refrences
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Algethami, S. (2013). Why the UAE is a leading tourism destination in the region, available at: https://gulfnews.com/business/tourism/why-the-uae-is-a-leading-tourism-destination-in-the-region-1.1261536
Asubonteng, P., McCleary, K.J. & Swan, J.E. (1996). SERVQUAL revisited: A critical review of service quality. The Journal of Services Marketing, 10(6), 62-81.
Caruana, A. (2002). Service loyalty: The effects of service quality and the mediating role of customer satisfaction. European Journal of Marketing, 36 (7/8), 811-28, DOI: 10.1108/03090560210430818.
Chang, K. & Chelladurai, P. (2003). System-based quality dimensions in fitness services: Development of the scale of quality. The Service Industries Journal, 23(5), 65-83.
Chelladurai, P., Scott, F.L. & Haywood-Farmer, J. (1987). Dimensions of fitness services development of a model. Journal of Sport Management, 1(2), 159-72.
Cohen, J. (1988). Statistical Power Analysis for the Behavioral Sciences (2nd ed.), Lawrence Erlbaum Associates, Hillsdale, NJ. Available at: https://www.scirp.org/ (S(lz5mqp453edsnp55rrgjct55))/reference/ReferencesPapers.aspx?ReferenceID=2041144
Daniel, C.N., & Berinyuy, L.P. (2010). “Using the SERVQUAL Model to Assess Service Quality and Customer Satisfaction: An Empirical Study of Grocery stores in Umea”, available at: http://www.diva-portal.org/smash/get/diva2:327600/fulltext01
DOTW news (2017), “The unstoppable rise of spa and wellness Travel in the UAE”, Destinations of the World News, available at: https://news.mb.com.ph/2018/03/05/baguio-posts-1-7-million-tourist-arrivals-in-2017/
Douglas, L. & Connor, R. (2003). Attitudes to service quality: The expectation gap. Nutrition and Food Science, 33(4), 165-72.
Dubai Economy. (2018). Dubai Economy Report, available at: http://www.dubaided.ae/ StudiesAndResearchDocu-ment/Dubai-Economic-Report-2018-Full-Report.pdf
Dupuis, P. (2019). Will the approaching recession bury your fitness business? available at: http://www.petedupuis.com/blog-1/2019/7/25/will-an-approaching-recession-bury-your-fitness-business
Economic Times (2016). Perceived Valuing Price. 13 April, p. 1, available at: https://economictimes.indiatimes.com/p/perceived-value-pricing/articleshow/ 51807284.cms? from=mdr
Eshghi, A., Roy, S.K. & Ganguli, S. (2008). Service quality and customer satisfaction: An empirical investigation in Indian mobile Telecommunications services. Marketing Management Journal, 18(2), 119-44.
Feigenbaum, A.V. (1986). Total Quality Control, McGraw-Hill, New York.
Ferguson, R. & Brohaugh, B. (2008). Telecom’s search for the ultimate customer loyalty platform. Journal of Consumer Mar-keting, 25(5), 314-318, available at: http://dx.doi.org/ 10.1108/ 0736760810890543
Global Wellness Institute (2016). Report on future wellness, available at: https://globalwellnessinstitute.org/global-wellness-institute-blog/2016/02/23/2016-2-23-global-wellness-institute-releases-reports-on-workplace-wellness-programs-will-give-way-to-real-company-caring-and-culture-change/
GMI (2019). UAE population statistics, available at: https://www.globalmediainsight.com/ blog/uae-population-statistics/
Gonçalves, C, Biscaia, R., Correia, A. & Diniz, A. (2014). An examination of intentions of recommending fitness centers by user members. Rio Claro, 20(4), 384-91.
IMTJ. (2015). Euromonitor international reveals that the UAE spa market is booming, available at https://www.imtj.com/news/euromonitor-international-reveals-uae-spa-market-booming/
Jobber, D. & Chadwick, F.E. (2016). Principles and Practice of Marketing (UK Higher Education Business Marketing), McGraw-Hill Education, London, pp. 564-87.
Juran, J.M. & Godfrey, A.B. (1999). Juran’s Quality Handbook, McGraw-Hill, New York.
Kaul, S. (2005). Measuring Retail Service Quality: Examining Applicability of International Research Perspectives in India. Working Paper (2005-10-02), Indian Institute of Management, Ahmedabad.
Kerr, S. (2019). Dubai fears the end of its ‘Build it and they will come’ model, available at: https://www.ft.com/content/4d169d0c-4be4-11e9-8b7f-d49067e0f50d
Ko, Y.J. & Pastore, D.L. (2004). Current issues and conceptualizations of service quality in the recreation sport industry. Sport Marketing Quarterly, 13(3), 158-66.
Kotler, P., & Keller, K.L. (2016). Marketing Management: Global Edition, Pearson Education, Harlow, pp. 483-95.
Lam, E.T.C., Zhang, J.J. & Jensen, B.E. (2005). Service quality assessment scale (SQAS): An instrument for evaluating service quality of health-fitness clubs. Measurement in Physical Education and Exercise Science, 9(2), 79-111.
Ma, Y. (2011). Current situation and countermeasures of fitness clubs industry of Shadong Province. International Journal of Business and Management, 6(5), 228-30.
Mahalakshmi, V., & Saravanaraj, M. (2011). An empirical study on customer’s satisfaction towards banking services in Trichy. Interdisciplinary Journal of Contemporary Research in Business, 3(4), 237-53.
McGroarty, B. (2017). New research: The fastest growing Middle East/north Africa wellness tourism markets, available at: https://globalwellnessinstitute.org/press-room/press-releases/new-data-released-at-wttc-indicanew-research-the-fastest-growing-middle-east-north-africa-wellness-tourism-markets/
Nath, A. & Zheng, L. (2004). Perception of E-service quality in E-commerce, available at: http://www.diva-portal.org/smash/get/diva2:1018947/FULLTEXT01.pdf.
Nitin, S., Deshmukh, S.G., & Vrat, P. (2005).Service quality models: A review. International Journal of Quality and Reliability Management, 22(9), 913-49.
Nuseir, M.T., & Madanat, H. (2015). 4Ps: A strategy to secure customers’ loyalty via customer satisfaction. International Journal of Marketing Studies, 7(4), 78-87.
Parasuraman, A., Zeithaml, V.A., & Berry, L.L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49, 41-50.
Parasuraman, A., Zeithaml, V.A. & Berry, L.L. (1988). SERVQUAL: A multiple-item scale for measuring consumer percep-tions of service quality. Journal of Retailing, 64(1), 12-39.
Prentice, C. (2013). Service quality perceptions and customer loyalty in casinos. International Journal of Contemporary Hos-pitality Management, 25(1), 49-64
Pride, W.M. & Ferrell, O.C. (2012). Marketing, South-Western College, 16 ed, South-Western Cengage Learning, Ohio, pp. 1-113.
Rahman, S. (2012). A year that will go down in UAE history for economic recovery, available at: https://gulfnews.com/business/a-year-that-will-go-down-in-uae-history-for-economic-recovery-1.1097075
Reza, D., Shahin, A., Saljoughian, A. & Shirouyehzad, H. (2016). Importance-performance analysis of service quality dimen-sions for the customer groups segmented by DEA. International Journal of Quality and Reliability Management, 33 (2), 160-77.
Ruseva, R., & Ruskov, P. (2015). An application of a customer-centric innovation approach in the health industry: The case for video streaming in group fitness classes in German fitness centers, IEEE International Conference on Engineering, Technology and Innovation/International Technology Management Conference (ICE/ITMC) 13-15 June 2015, Norway.
Saravanan, R., & Rao, K.S.P. (2007). Measurement of service quality from the customer’s perspective: An empirical study. Total Quality Management, 18(4), 435-49.
Sidin, S., Rashid, M.D.Z.A. & Zainal, R.A.R.R. (2001). Measuring customers’ perceived service quality in hotel industry. Uni-versity Putra Malaysia Press, 9(2), 71-85.
Sokhan, O.K., Suy, R., Chhay, L., & Choun, C. (2018). Customer satisfaction and service quality in marketing practices: Study on literature review. Asian Themes in Social Science Research, 1, 21-27.
Sureshchandar, G., Rajendran, C. & Anantharaman, R. (2002). The relationship between service quality and customer satis-faction: A factor specific approach. Journal of Services Marketing, 16 (4), 363-79.
Thompson, M. (2019). Description of how marketers can use Maslow’s hierarchy of needs, available at: https://smallbusiness.chron.com/description-marketers-can-use-maslows-hierarchy-needs-39333.html
Wisniewski, M. (2001). Using SERVQUAL to assess customer satisfaction with public sector services. Managing Service Quality: An International Journal, 11, 380-88. https://doi.org/10.1108/EUM0000000006279
Yildiz, S.M. (2011). An importance-performance analysis of fitness center service quality: Empirical results from fitness cen-ters in Turkey. African Journal of Business Management, 5(16), 7031-41.
Algethami, S. (2013). Why the UAE is a leading tourism destination in the region, available at: https://gulfnews.com/business/tourism/why-the-uae-is-a-leading-tourism-destination-in-the-region-1.1261536
Asubonteng, P., McCleary, K.J. & Swan, J.E. (1996). SERVQUAL revisited: A critical review of service quality. The Journal of Services Marketing, 10(6), 62-81.
Caruana, A. (2002). Service loyalty: The effects of service quality and the mediating role of customer satisfaction. European Journal of Marketing, 36 (7/8), 811-28, DOI: 10.1108/03090560210430818.
Chang, K. & Chelladurai, P. (2003). System-based quality dimensions in fitness services: Development of the scale of quality. The Service Industries Journal, 23(5), 65-83.
Chelladurai, P., Scott, F.L. & Haywood-Farmer, J. (1987). Dimensions of fitness services development of a model. Journal of Sport Management, 1(2), 159-72.
Cohen, J. (1988). Statistical Power Analysis for the Behavioral Sciences (2nd ed.), Lawrence Erlbaum Associates, Hillsdale, NJ. Available at: https://www.scirp.org/ (S(lz5mqp453edsnp55rrgjct55))/reference/ReferencesPapers.aspx?ReferenceID=2041144
Daniel, C.N., & Berinyuy, L.P. (2010). “Using the SERVQUAL Model to Assess Service Quality and Customer Satisfaction: An Empirical Study of Grocery stores in Umea”, available at: http://www.diva-portal.org/smash/get/diva2:327600/fulltext01
DOTW news (2017), “The unstoppable rise of spa and wellness Travel in the UAE”, Destinations of the World News, available at: https://news.mb.com.ph/2018/03/05/baguio-posts-1-7-million-tourist-arrivals-in-2017/
Douglas, L. & Connor, R. (2003). Attitudes to service quality: The expectation gap. Nutrition and Food Science, 33(4), 165-72.
Dubai Economy. (2018). Dubai Economy Report, available at: http://www.dubaided.ae/ StudiesAndResearchDocu-ment/Dubai-Economic-Report-2018-Full-Report.pdf
Dupuis, P. (2019). Will the approaching recession bury your fitness business? available at: http://www.petedupuis.com/blog-1/2019/7/25/will-an-approaching-recession-bury-your-fitness-business
Economic Times (2016). Perceived Valuing Price. 13 April, p. 1, available at: https://economictimes.indiatimes.com/p/perceived-value-pricing/articleshow/ 51807284.cms? from=mdr
Eshghi, A., Roy, S.K. & Ganguli, S. (2008). Service quality and customer satisfaction: An empirical investigation in Indian mobile Telecommunications services. Marketing Management Journal, 18(2), 119-44.
Feigenbaum, A.V. (1986). Total Quality Control, McGraw-Hill, New York.
Ferguson, R. & Brohaugh, B. (2008). Telecom’s search for the ultimate customer loyalty platform. Journal of Consumer Mar-keting, 25(5), 314-318, available at: http://dx.doi.org/ 10.1108/ 0736760810890543
Global Wellness Institute (2016). Report on future wellness, available at: https://globalwellnessinstitute.org/global-wellness-institute-blog/2016/02/23/2016-2-23-global-wellness-institute-releases-reports-on-workplace-wellness-programs-will-give-way-to-real-company-caring-and-culture-change/
GMI (2019). UAE population statistics, available at: https://www.globalmediainsight.com/ blog/uae-population-statistics/
Gonçalves, C, Biscaia, R., Correia, A. & Diniz, A. (2014). An examination of intentions of recommending fitness centers by user members. Rio Claro, 20(4), 384-91.
IMTJ. (2015). Euromonitor international reveals that the UAE spa market is booming, available at https://www.imtj.com/news/euromonitor-international-reveals-uae-spa-market-booming/
Jobber, D. & Chadwick, F.E. (2016). Principles and Practice of Marketing (UK Higher Education Business Marketing), McGraw-Hill Education, London, pp. 564-87.
Juran, J.M. & Godfrey, A.B. (1999). Juran’s Quality Handbook, McGraw-Hill, New York.
Kaul, S. (2005). Measuring Retail Service Quality: Examining Applicability of International Research Perspectives in India. Working Paper (2005-10-02), Indian Institute of Management, Ahmedabad.
Kerr, S. (2019). Dubai fears the end of its ‘Build it and they will come’ model, available at: https://www.ft.com/content/4d169d0c-4be4-11e9-8b7f-d49067e0f50d
Ko, Y.J. & Pastore, D.L. (2004). Current issues and conceptualizations of service quality in the recreation sport industry. Sport Marketing Quarterly, 13(3), 158-66.
Kotler, P., & Keller, K.L. (2016). Marketing Management: Global Edition, Pearson Education, Harlow, pp. 483-95.
Lam, E.T.C., Zhang, J.J. & Jensen, B.E. (2005). Service quality assessment scale (SQAS): An instrument for evaluating service quality of health-fitness clubs. Measurement in Physical Education and Exercise Science, 9(2), 79-111.
Ma, Y. (2011). Current situation and countermeasures of fitness clubs industry of Shadong Province. International Journal of Business and Management, 6(5), 228-30.
Mahalakshmi, V., & Saravanaraj, M. (2011). An empirical study on customer’s satisfaction towards banking services in Trichy. Interdisciplinary Journal of Contemporary Research in Business, 3(4), 237-53.
McGroarty, B. (2017). New research: The fastest growing Middle East/north Africa wellness tourism markets, available at: https://globalwellnessinstitute.org/press-room/press-releases/new-data-released-at-wttc-indicanew-research-the-fastest-growing-middle-east-north-africa-wellness-tourism-markets/
Nath, A. & Zheng, L. (2004). Perception of E-service quality in E-commerce, available at: http://www.diva-portal.org/smash/get/diva2:1018947/FULLTEXT01.pdf.
Nitin, S., Deshmukh, S.G., & Vrat, P. (2005).Service quality models: A review. International Journal of Quality and Reliability Management, 22(9), 913-49.
Nuseir, M.T., & Madanat, H. (2015). 4Ps: A strategy to secure customers’ loyalty via customer satisfaction. International Journal of Marketing Studies, 7(4), 78-87.
Parasuraman, A., Zeithaml, V.A., & Berry, L.L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49, 41-50.
Parasuraman, A., Zeithaml, V.A. & Berry, L.L. (1988). SERVQUAL: A multiple-item scale for measuring consumer percep-tions of service quality. Journal of Retailing, 64(1), 12-39.
Prentice, C. (2013). Service quality perceptions and customer loyalty in casinos. International Journal of Contemporary Hos-pitality Management, 25(1), 49-64
Pride, W.M. & Ferrell, O.C. (2012). Marketing, South-Western College, 16 ed, South-Western Cengage Learning, Ohio, pp. 1-113.
Rahman, S. (2012). A year that will go down in UAE history for economic recovery, available at: https://gulfnews.com/business/a-year-that-will-go-down-in-uae-history-for-economic-recovery-1.1097075
Reza, D., Shahin, A., Saljoughian, A. & Shirouyehzad, H. (2016). Importance-performance analysis of service quality dimen-sions for the customer groups segmented by DEA. International Journal of Quality and Reliability Management, 33 (2), 160-77.
Ruseva, R., & Ruskov, P. (2015). An application of a customer-centric innovation approach in the health industry: The case for video streaming in group fitness classes in German fitness centers, IEEE International Conference on Engineering, Technology and Innovation/International Technology Management Conference (ICE/ITMC) 13-15 June 2015, Norway.
Saravanan, R., & Rao, K.S.P. (2007). Measurement of service quality from the customer’s perspective: An empirical study. Total Quality Management, 18(4), 435-49.
Sidin, S., Rashid, M.D.Z.A. & Zainal, R.A.R.R. (2001). Measuring customers’ perceived service quality in hotel industry. Uni-versity Putra Malaysia Press, 9(2), 71-85.
Sokhan, O.K., Suy, R., Chhay, L., & Choun, C. (2018). Customer satisfaction and service quality in marketing practices: Study on literature review. Asian Themes in Social Science Research, 1, 21-27.
Sureshchandar, G., Rajendran, C. & Anantharaman, R. (2002). The relationship between service quality and customer satis-faction: A factor specific approach. Journal of Services Marketing, 16 (4), 363-79.
Thompson, M. (2019). Description of how marketers can use Maslow’s hierarchy of needs, available at: https://smallbusiness.chron.com/description-marketers-can-use-maslows-hierarchy-needs-39333.html
Wisniewski, M. (2001). Using SERVQUAL to assess customer satisfaction with public sector services. Managing Service Quality: An International Journal, 11, 380-88. https://doi.org/10.1108/EUM0000000006279
Yildiz, S.M. (2011). An importance-performance analysis of fitness center service quality: Empirical results from fitness cen-ters in Turkey. African Journal of Business Management, 5(16), 7031-41.