The Service Quality Management of the Fitness Center: The Relationship among 5 Aspects of Service Quality

Service quality management is very important to service businesses. In a world where people’s needs are changing, the quality of service is becoming increasingly important. The objective of this study was to examine the relationship between the five areas of service quality in the fitness center business. The population of the study was people who use the fitness center for health in Phetchabun province, Thailand. 390 participants were the sample size. Questionnaires were collected by the convenience sampling method. Descriptive analysis and structural equation modeling were performed. The results revealed that (1) most of the participants were female, aged between 26-35 years, had a bachelor’s degree, and monthly income was less than 480 dollars, (2) the correlation coefficients values indicated that the correlation of all aspects of the service quality was interconnected, and (3) five variable pairs had the high correlation coefficients included Tangibility and Reliability, Tangibility and Empathy, Reliability and Responsiveness, Reliability and Assurance, and Reliability and Empathy. The result suggests that fitness center business executives or entrepreneurs should focus on all five aspects of service quality including tangibility, reliability, responsiveness, assurance, and empathy. This focus will enable executives to plan strategies better, to better meet the needs of users, and to succeed in the fitness center business both financially and sustainably.

Locally focused and digitally oriented: examining eco-museums' digitization in a service quality management perspective

PurposeEco-museums safeguard the cultural authenticity and the historical identity of the place in which they operate. Conventional organizational models and management practices are generally employed to achieve this institutional aim. Conversely, innovative solutions – such as digitization – are overlooked. Adopting a service quality management perspective, the article intends to examine the role of managerialization and professionalization in triggering eco-museums' digitization.Design/methodology/approachAn empirical analysis involving 126 eco-museums operating in Italy as of 2018 was designed to investigate the implications of managerialization and professionalization on the eco-museums' propensity to embark on a digitization process. Two different forms of digitization were examined: (1) the presence of eco-museums in the digital environment; and (2) the exploitation of digital tools for service delivery. The mediating role of two “soft” total quality management (TQM) practices, i.e. people centredness and strategic focus on visitors' experience, was contemplated in the empirical analysis.FindingsThe research findings suggest that managerialization and professionalization have ambiguous effects on eco-museums' digitization. Nevertheless, they indirectly contribute to a greater digital presence of eco-museums and to a larger use of digital tools for service delivery through an increased use of soft TQM practices.Research limitations/implicationsManagerialization and professionalization are likely to foster the digital transition of eco-museums, which advances their ability to protect and promote the local cultural heritage. Soft TQM practices intended to achieve people-centredness and to enhance the visitors' experience should be exploited to stimulate the eco-museums' digitization.Originality/valueThe article examines the triggers of eco-museums' digitization, providing some food for thought to scholars and practitioners.

The Effect of Strategic Service Quality Management and Strategic Human Resources Planning & Budgeting on the Effectiveness of Organizational Performance Mediated by Work Climate at the Main Base of the Indonesian Navy III Jakarta

<p><em>The purpose of this study was to analyze the direct effect of Strategic Service Quality Management on Good Work Climate; Strategic Human Resources Planning &amp; Budgeting on Work Climate; Strategic Service Quality Management on Organizational Effectiveness Performance; Strategic Human Resources Planning &amp; Budgeting on Organizational Performance Effectiveness; Work Climate on Organizational Performance; indirect influence of Strategic Service Quality Management on Organizational Performance Effectiveness mediated by Work Climate and Strategic Planning Human Resources &amp; Budgeting on Organizational Performance Effectiveness mediated by Work Climate.</em><em> </em><em>The population in this study were employees of </em><em>Lantamal </em><em>III Jakarta</em><em> with a population sample of </em><em>172</em><em> respondents.</em><em> </em><em>The findings of this study are that there is an influence of strategic service quality management and strategic planning of human resources &amp; budgeting on the effectiveness of organizational performance mediated by the good work climate and the seven hypotheses proposed are all proven to be accepted. Good Work Climate plays a very important role as mediation in improving Strategic Service Quality Management and Strategic Human Resources Planning &amp; Budgeting on Organizational Performance Effectiveness.</em><em></em></p>

A Comparative Analysis of Marketing Strategies Adopted by Specialised and Deposit Money Banks in Oyo State Nigeria

Nigerian banking system is characterized by internal and external competition. The upsurge of new banks created room for innovation and further market sharing. A proxy to determine the extent of competition is the intensity of marketing strategies adopted by these banks in recent times. The strategies utilized by Specialized and Deposit Money Banks have been a subject of inquiry on whether they are alike or not. This work against the identified gaps, therefore, compares the marketing strategies adopted by specialized and deposit money banks and as well examines the effect of service quality management on performance of these banks. Data was collected through a self-administered questionnaire from a number of 102 bank staff in six purposely selected specialized and deposit money banks in Oyo state. SPSS was employed to aid the data analysis. Having analyzed the data, the study found out that there is an insignificant difference between the marketing strategies (promotion strategy, customer relationship management strategy and service quality) adopted by specialized and deposit money banks. Guided by the findings, the study recommended that new entrants going into banking and other financial institutions should stick to the various marketing strategies under the study with the most focus on service quality management. The work also offers that specialized banks need to have assurance, which refers to knowledge and courtesy of employees and their ability to inspire trust and confidence.

EFFECT OF SERVICE QUALITY MANAGEMENT ON STUDENT SATISFACTION

<p>This study aims to determine whether empathic services, facility services, reliable services, responsive services and convincing services have an effect on student satisfaction. The research method used is to take a sample from a population and use a questionnaire as the main data collection. To dig up information / data and distribute it to answer the formulation of the problem that has been determined so that this research is an exploratory descriptive. As the population in this study were all students of SDN Guluk-guluk I Kec. Guluk-guluk in the academic year 2010/2011 as many as 335 students. For the purposes of analysis in this study, primary data are needed as the main data and secondary data as complementary data. The method of obtaining primary data as the main data will be used by using a questionnaire technique or by using a questionnaire. To obtain more complete data information in this study, observation and documentation techniques were also used. So that the data collection techniques in this study used questionnaires, documentation and observation. Reliable services, responsive services, convincing services, empathic services, and service provider facilities have a significant effect on Student Satisfaction at SDN Guluk-guluk I Kec. Guluk - guluk , this is indicated by using the F test shows the value of F count of 143.161 (significance f = 0.000) so Fcount&gt; Ftable (143.161&gt; 3.095) or Sig F &lt;5% (0.000 &lt;0.05) means the magnitude of the influence of quality variables service (X1) to student satisfaction (Y) of 90.00%. Partially Service Quality Management has a significant positive effect on Student Satisfaction at SDN Guluk-guluk I Kec. Gulul-guluk, this is indicated by the t count value of 5.221 with a significance of 0.000, because tcount&gt; ttable (5.221&gt; 1.986 ) or sig t &lt;5% (0.000 &lt;5%) and the value of the partial regression coefficient (standardized beta coefficients) is 0.595 then partially the service quality variable (X2) has a significant positive effect on the student satisfaction variable at SDN Guluk-guluk I Kec. Roll up (Y) Reliable service, responsive service, convincing service, empathic service, and service provision of facilities together have an effect on student satisfaction. Service quality management which more dominantly affects student satisfaction than other variables, this can be seen from the value of the regression coefficient (standardized coefficients beta) which is the largest compared to the coefficient value on the facility provision variable of 0.595 which shows the regression value of the service quality variable (X1) of 0.296.</p>

The Blue Economy and Its Long-Term Competitive Advantage

This chapter seeks to determine whether China's coastal tourism industry can remain competitive in the long run under the blue economy ideology. Current literature claims that when the ocean becomes over-commercialized by the tourism industry, it can potentially lose its pristine amenities, which tourists are attracted to in the first place. By surveying both coastal tourists and residents regarding their stakeholders, coastal resources, and tourism service characteristics, this chapter concludes that such a threat is not impeding progress because coastal tourists and residents have not only overlapping desires but also have interchangeable identities. By conducting tourism service quality management, China's coastal regions have the potential to satisfy both tourists and residents' needs simultaneously by taking advantage of the blue economy transition.