STANDARED AND QUALITY SERVICE DELIVERY OF FITNESSCENTERS IN THE CASE OF HAWASA TOWN

GIZACHEW, TESHOME

dc.contributor.author	GIZACHEW, TESHOME
dc.date.accessioned	2018-11-06T05:54:29Z
dc.date.available	2018-11-06T05:54:29Z
dc.date.issued	2018-11-06
dc.identifier.uri	http://hdl.handle.net/123456789/9123
dc.description.abstract	Interest in the quality of the health and fitness industry has grown considerably over the last decade. Gymnasiums are increasingly placing greater emphasis on meeting members‟ expectations and needs. It is apparent that there is a need to measure members‟ expectations and perceptions of service quality delivery at Hawasa town gymnasiums .The aim of this study was to Asses the standard and quality service delivery on fitness centres of Hawasa town. The three objectives of this study were: firstly, to identify members‟ expectations in terms of the delivered services provided at Hawasa town gymnasiums; secondly, to ascertain the perceptions of members towards the services provided at Hawasa town gymnasiums; thirdly, to measure the gaps between members‟ expectations and perceptions of service quality, using a modified version of the SERVQUAL model, questionnaire, measuring expectations and perceptions according to five quality dimensions. One hundred eighty members were surveyed using the SERVQUAL questionnaire. The respondents were selected through systematic random sampling within which convenience sampling was applied. Data were analysed using descriptive statistical techniques. Conclusions and recommendations were thereafter drawn from the critical literature and the findings of the study. The smallest dimension gap score proved to be reliability, while the largest gap score of the study proved to be responsiveness followed by empathy. Therefore, it is recommended that Hawasa town gymnasiums attend to these gaps and ensure that necessary strategies are implemented so that members receive a high level of service quality in all areas of the service dimensionsthe following finding like, shortage of materials, uncomfortable ventilation and free training space, the owners and managers giving less attention on customer’s expectation and need.furthermore, this theses contains 5 chapters by using scientific method necessarily.	en_US
dc.language.iso	en	en_US
dc.subject	SPORT	en_US
dc.title	STANDARED AND QUALITY SERVICE DELIVERY OF FITNESSCENTERS IN THE CASE OF HAWASA TOWN	en_US
dc.type	Thesis	en_US