Customers' Perception about Service Quality in Commercial Health and Fitness Clubs in Uganda

Abstract

Many service providers have emerged on the Ugandan market offering health and fitness services, this study therefore sought club customers’ perception about service delivery in the sector. With a modified 26-item SERVQUAL questionnaire, data was collected from a random sample of 486 customers and 116 interviewees covering 58 purposively selected health-and-fitness centres countrywide. Customers to gymnasia, aerobics clubs and aqua-based activities where vulnerability is high were considered. Major findings are that gaps exist in service delivery (Overall service perception µ= -1.73) and that the current management model in most clubs falls far short of international standards. A single authority for standardization is lacking for professionals’ certification and regulation. It is recommended that sport-specific Government of Uganda authorities must act promptly in a joint effort with federations, academia, and the leading international certifying organizations to directly oversee and/or set standards of practice to meet required quality levels and fitness industry needs.

Key words: service providers, SERVQUAL, fitness services, practice-standards, health clubs.