Dimensions of sports and recreational service quality influencing member satisfaction at Ara Muay Thai gym / Nellisa Nursyafira Mohd Fadzli, Fatin Nur Farisha Mohd Razali and Nor Norita Japri

The fitness industry is growing at a progressive pace with an increasing number of gym memberships as well as fitness centres. This has led to intense competition. This situation also has made it difficult to entice new members and encourage them to participate in workout programmes. Focusing on del...

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Main Authors:	Mohd Fadzli, Nellisa Nursyafira, Mohd Razali, Fatin Nur Farisha, Japri, Nor Norita
Format:	Thesis
Language:	English
Published:	2020
Subjects:	Customer services Customer relations
Online Access:	https://ir.uitm.edu.my/id/eprint/31329/1/31329.pdf
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id	my-uitm-ir.31329
record_format	uketd_dc
spelling	my-uitm-ir.313292022-03-07T04:52:01Z Dimensions of sports and recreational service quality influencing member satisfaction at Ara Muay Thai gym / Nellisa Nursyafira Mohd Fadzli, Fatin Nur Farisha Mohd Razali and Nor Norita Japri 2020-01 Mohd Fadzli, Nellisa Nursyafira Mohd Razali, Fatin Nur Farisha Japri, Nor Norita Customer services. Customer relations The fitness industry is growing at a progressive pace with an increasing number of gym memberships as well as fitness centres. This has led to intense competition. This situation also has made it difficult to entice new members and encourage them to participate in workout programmes. Focusing on delivering excellent service quality at the gym can heighten member satisfaction with the service. The purpose of this paper is to apply the Scale of Service Quality in Recreational Sports (SSQRS) dimensions to deliver member satisfaction at Ara Muay Thai Gym. The SSQRS dimensions encompasses physical environment quality, interaction quality, outcome quality, and programme quality. Data were analysed from 113 questionnaires received from registered members of Ara Muay Thai Gym located in Petaling Jaya, Selangor. Results of the regression analysis revealed that SSQRS dimensions played a major role towards member satisfaction and suggested that physical environment quality, interaction quality and outcome quality significantly affect member satisfaction. In the context of a gym, the results concluded that these three dimensions of sports and recreational service quality will lead to satisfaction of members at Ara Muay Thai Gym, which the company should leverage on for future growth. It is recommended that Ara Muay Thai Gym offer personalized workout programmers to fit individual members ability levels and fitness goals, to optimize space by filling it with value-added services, and to offer workout streaming services for members. These strategies aimed to improve members’ satisfaction which subsequently increase revenue growth. 2020-01 Thesis https://ir.uitm.edu.my/id/eprint/31329/ https://ir.uitm.edu.my/id/eprint/31329/1/31329.pdf text en public masters Universiti Teknologi MARA Shah Alam Faculty of Arshad Ayub Graduate Business School (AAGBS) Mohamed Sheriff, Nooraini (Assoc. Prof. Dr.)
institution	Universiti Teknologi MARA
collection	UiTM Institutional Repository
language	English
advisor	Mohamed Sheriff, Nooraini (Assoc. Prof. Dr.)
topic	Customer services Customer relations
spellingShingle	Customer services Customer relations Mohd Fadzli, Nellisa Nursyafira Mohd Razali, Fatin Nur Farisha Japri, Nor Norita Dimensions of sports and recreational service quality influencing member satisfaction at Ara Muay Thai gym / Nellisa Nursyafira Mohd Fadzli, Fatin Nur Farisha Mohd Razali and Nor Norita Japri
description	The fitness industry is growing at a progressive pace with an increasing number of gym memberships as well as fitness centres. This has led to intense competition. This situation also has made it difficult to entice new members and encourage them to participate in workout programmes. Focusing on delivering excellent service quality at the gym can heighten member satisfaction with the service. The purpose of this paper is to apply the Scale of Service Quality in Recreational Sports (SSQRS) dimensions to deliver member satisfaction at Ara Muay Thai Gym. The SSQRS dimensions encompasses physical environment quality, interaction quality, outcome quality, and programme quality. Data were analysed from 113 questionnaires received from registered members of Ara Muay Thai Gym located in Petaling Jaya, Selangor. Results of the regression analysis revealed that SSQRS dimensions played a major role towards member satisfaction and suggested that physical environment quality, interaction quality and outcome quality significantly affect member satisfaction. In the context of a gym, the results concluded that these three dimensions of sports and recreational service quality will lead to satisfaction of members at Ara Muay Thai Gym, which the company should leverage on for future growth. It is recommended that Ara Muay Thai Gym offer personalized workout programmers to fit individual members ability levels and fitness goals, to optimize space by filling it with value-added services, and to offer workout streaming services for members. These strategies aimed to improve members’ satisfaction which subsequently increase revenue growth.
format	Thesis
qualification_level	Master's degree
author	Mohd Fadzli, Nellisa Nursyafira Mohd Razali, Fatin Nur Farisha Japri, Nor Norita
author_facet	Mohd Fadzli, Nellisa Nursyafira Mohd Razali, Fatin Nur Farisha Japri, Nor Norita
author_sort	Mohd Fadzli, Nellisa Nursyafira
title	Dimensions of sports and recreational service quality influencing member satisfaction at Ara Muay Thai gym / Nellisa Nursyafira Mohd Fadzli, Fatin Nur Farisha Mohd Razali and Nor Norita Japri
title_short	Dimensions of sports and recreational service quality influencing member satisfaction at Ara Muay Thai gym / Nellisa Nursyafira Mohd Fadzli, Fatin Nur Farisha Mohd Razali and Nor Norita Japri
title_full	Dimensions of sports and recreational service quality influencing member satisfaction at Ara Muay Thai gym / Nellisa Nursyafira Mohd Fadzli, Fatin Nur Farisha Mohd Razali and Nor Norita Japri
title_fullStr	Dimensions of sports and recreational service quality influencing member satisfaction at Ara Muay Thai gym / Nellisa Nursyafira Mohd Fadzli, Fatin Nur Farisha Mohd Razali and Nor Norita Japri
title_full_unstemmed	Dimensions of sports and recreational service quality influencing member satisfaction at Ara Muay Thai gym / Nellisa Nursyafira Mohd Fadzli, Fatin Nur Farisha Mohd Razali and Nor Norita Japri
title_sort	dimensions of sports and recreational service quality influencing member satisfaction at ara muay thai gym / nellisa nursyafira mohd fadzli, fatin nur farisha mohd razali and nor norita japri
granting_institution	Universiti Teknologi MARA Shah Alam
granting_department	Faculty of Arshad Ayub Graduate Business School (AAGBS)
publishDate	2020
url	https://ir.uitm.edu.my/id/eprint/31329/1/31329.pdf
_version_	1783734115497934848

Dimensions of sports and recreational service quality influencing member satisfaction at Ara Muay Thai gym / Nellisa Nursyafira Mohd Fadzli, Fatin Nur Farisha Mohd Razali and Nor Norita Japri

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