Academic journal article Research Quarterly for Exercise and Sport

Psychometric Properties of a Revised Scale of Attributes of Fitness Services

Academic journal article Research Quarterly for Exercise and Sport

Psychometric Properties of a Revised Scale of Attributes of Fitness Services

Article excerpt

Mandy M. Huset, Dean F. Anderson, and Galen T. Trail, Iowa State University

Despite the rising importance of customer satisfaction, many corporations and businesses still lack efficient methods for defining and meeting customer needs. One industry in particular that needs to direct more attention towards the importance of customer satisfaction due to increased market competition is the health and fitness industry. A valid and reliable scale is necessary to measure customer satisfaction with fitness services. This investigation examined the psychometric properties of a revised Scale of Attributes of Fitness Services (SAFS). Data were collected from 307 participants in three fitness programs. Among 307 respondents, 21% were from a university exercise clinic (n = 63), 56% were from a commercial fitness club (n = 172), and 23% were from a community park and recreation wellness center (n = 71%). For the total sample, 95% of the respondents self-identified as Caucasian, and 69% were female. Average age was 48 years with a range of 17 to 83 years. In addition, 84% of the respondents indicat ed that they had been exercising at least 20 min a day, 3 days per week, for 6 months or longer. The revised SAFS consisted of 63 items measuring 13 different fitness service components; each represented with at least three items. …

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