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ERIC Number: EJ834026
Record Type: Journal
Publication Date: 2005-Jun
Pages: 33
Abstractor: As Provided
Reference Count: 103
ISBN: N/A
ISSN: ISSN-1091-367X
Service Quality Assessment Scale (SQAS): An Instrument for Evaluating Service Quality of Health-Fitness Clubs
Lam, Eddie T. C.; Zhang, James J.; Jensen, Barbara E.
Measurement in Physical Education and Exercise Science, v9 n2 p79-111 Jun 2005
This study was designed to develop the Service Quality Assessment Scale to evaluate the service quality of health-fitness clubs. Through a review of literature, field observations, interviews, modified application of the Delphi technique, and a pilot study, a preliminary scale with 46 items was formulated. The preliminary scale was administered to members of one health-fitness club. From exploratory factor analysis (EFA) of the pilot test data, 6 factors emerged. Next the revised scale (reduced to a 40-item scale) was administered to 10 health-fitness clubs (N = 1,202). The data set was split into halves: one for EFA and the other for confirmatory factor analysis (CFA). Six factors emerged in the EFA: Staff, Program, Locker Room, Physical Facility, Workout Facility, and Child Care. The fit indexes from the CFA indicated that the model was permissible (e.g., Root Mean Square Error of Approximation = 0.07, Standardized Root Mean Square Residual = 0.05, Comparative Fit Index = 0.87). All the factors had acceptable alpha and composite reliability coefficients. The model was then tested for invariance across gender; 9 items were eliminated due to a lack of invariance for factor loadings or tau coefficients. The 31-item scale with 6 factors displayed sound psychometric properties and invariance for factor loadings and tau coefficients, and can be utilized to evaluate service-quality issues in various health-fitness club settings. (Contains 7 tables and 2 figures.)
Routledge. Available from: Taylor & Francis, Ltd. 325 Chestnut Street Suite 800, Philadelphia, PA 19106. Tel: 800-354-1420; Fax: 215-625-2940; Web site: http://www.tandf.co.uk/journals
Publication Type: Journal Articles; Reports - Evaluative
Education Level: N/A
Audience: N/A
Language: English
Sponsor: N/A
Authoring Institution: N/A