An Importance-Performance Analysis of Personal Training Studios and Gyms Service Quality

Zourladani Athanasia, Kesoglou Vasiliki, Tsourela Maria


The multitude of provided products and services in the mature market that Personal Training Studios and Gyms belong to, impose the necessity to seek methods for both retaining existing and attracting new customers. Customers’ service quality perceptions are of upmost importance the industry of sport services provision. There is a difference between customer’s desires, expectations and their perceptions of service quality. Customers are satisfied when the performance matches their expectations. In this research Important Performance Analysis - IPA was used for assessing consumers’ attitudes towards personal training studios and gyms.  The 43-item QUESC instrument was used, because it was specifically developed to measure service quality in sport centers. These qualities were combined with the research’s goal, which was to examine customers’ perceptions towards importance and performance of Personal Training Studios and Gyms service quality.


Consumer bahevior;IPA analysis; service quality; QUESC instrument

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