ESCALA DE AVALIAÇÃO DA QUALIDADE DOS SERVIÇOS PRESTADOS POR ACADEMIAS DE GINÁSTICA (QUASPA)

Calesco, Vinicius Almeida; Both, Jorge

Vinicius Almeida Calesco

Universidade Estadual de Londrina, Londrina-PR, Brasil.

http://orcid.org/0000-0002-5761-9029

Jorge Both

Universidade Estadual de Londrina, Londrina-PR, Brasil.

http://orcid.org/0000-0002-8238-5682

Author address:
Vinicius Almeida Calesco. Rua José Roque Salton, 250, Torre 4, Apto 302, Bairro Terra Bonita, PR, CEP [Postal code] 86047-622. E-mail: calesco31@hotmail.com

Figuras (3)
Tabelas (5)

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Figure 1
First-order Confirmatory Factor Analysis initial phase of the gym performance evaluation construct

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Figure 2
Final phase of the first-order Confirmatory Factor Analysis of the gym performance evaluation construct.

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Figure 3
Second-order Confirmatory Factor Analysis of the evaluation on Quality of Services Provided by Gyms construct

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Table 1
Items with acceptable levels of clarity, importance and relevance as to the analysis matrix questions and agreement, according to the evaluators

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Table 2
Intraclass Correlation Index of instrument dimensions and overall evaluation

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Table 3
Goodness of fit values of the first- and second-order Confirmatory Factor Analysis

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Table 4
Discriminant Validity (DV) evaluation on the dimensions of the rating scale for quality of services provided by gyms

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Rating Scale for Quality of Services Provided by Gyms (QUASPG) Carefully read each one of the statements and check the number that best represents how you evaluate the quality of the services provided by the gym Answer Scale: 1 - Terrible; 2 - Bad; 3 - Regular; 4 - Good; 5 - Excellent Questions Reposts 1. Gym employees’ ethical conduct. 1 2 3 4 5 2. Workout assistance from the gym’s Physical Education professionals. 1 2 3 4 5 3. Provision of a physical structure that helps clients to organize their personal belongings, which can be: personal hygiene material, clothes, shoes, bags, etc. 1 2 3 4 5 4. Workout in air-conditioned or ventilated spaces. 1 2 3 4 5 5. Good service from the reception staff. 1 2 3 4 5 6. Teamwork among gym employees. 1 2 3 4 5 7. Qualified professionals for customer service. 1 2 3 4 5 8. Gym equipment conservation/maintenance. 1 2 3 4 5 9. Equipment organization within the gym space/environment. 1 2 3 4 5 10. Physical Education professionals willing/excited to guide clients during workout. 1 2 3 4 5 11. Marketing strategies that encourage a good relationship between client and gym. 1 2 3 4 5 12. Adequate space for specific physical activities (gymnastics, spinning, stretching…). 1 2 3 4 5 13. Restroom cleanliness. 1 2 3 4 5 14. Cleanliness of all gym physical spaces 1 2 3 4 5 15. Raise of the clients’ awareness on the benefits of exercising for their health and wellbeing. 1 2 3 4 5 16. Concern about clients when they do not show up for a considerable period of time. 1 2 3 4 5 17. Conduction of internal research with clients to evaluate gym performance. 1 2 3 4 5 18. Fulfillment of services addressed by gym marketing strategies. 1 2 3 4 5 19. Work of experienced professionals with great knowledge about the physical activities they provide guidance for. 1 2 3 4 5 20. Provision of quality workout equipment. 1 2 3 4 5 21. Adequate number of Physical Education professionals, considering the average number of clients served. 1 2 3 4 5

Items	Clarity	Importance	Relevance	Agreement
Pleasant music for workout	9.5	8	8	Environment
Gym employees’ ethical conduct	9.4	9.8	9.6	Management
Workout assistance from the gym’s Physical Education professionals	9.7	9.8	9.8	Management
Provision of a physical structure that helps clients to organize their personal belongings, which can be: personal hygiene material, clothes, shoes, bags, etc.	9.7	9.4	8.4	Environment
Good gym management	9.2	9.5	9.3	Management
Workout in air-conditioned or ventilated spaces	10	9.9	9.7	Environment
Good service from the reception staff	9.7	9.7	9.4	Management
Teamwork among gym employees	9.1	9.2	9	Management
Qualified professionals for customer service	8.8	9	9	Management
Well-defined gym management structure	8.8	8.7	8.5	Management
Gym equipment conservation/maintenance	9.7	9.5	9.2	Environment
Equipment organization in the gym space/environment	9.7	8.9	8.8	Environment
Physical Education professionals willing/excited to guide clients during workout	9.2	9.3	9.1	Management
Marketing strategies that encourage a good relationship between client and gym	8.7	9.2	9.6	Marketing
Adequate space for specific physical activities (gymnastics, spinning, stretching…)	9.9	9.5	9.6	Environment
Balance between number of people and physical space(s) provided by the gym for workout	9.4	9.2	9.2	Environment
Restroom cleanliness	9.6	9.8	9.8	Environment
Raise of clients’ awareness on the benefits of exercising for their health and wellbeing	9.7	9	8.9	Marketing
Cleanliness of all gym physical spaces	10	9.7	9.7	Environemnt
Concern about clients when they do not show up for a considerable period of time	9.4	9.4	9.3	Marketing
Workout guidance must be exclusively provided by professionals with a degree in Physical Education	9.9	8.7	9	Management
Conduction of internal research with clients to evaluate gym performance	9.8	9.7	9.5	Marketing
Policies for good relationship between the gym and autonomous professionals (personal trainers)	9.2	9.1	8.9	Management
Fulfillment of services addressed by gym marketing strategies	9.6	9.3	9.2	Marketing
Work of experienced professionals with great knowledge about the physical activities they provide guidance for	9.7	9.4	9.3	Management
Provision of quality workout equipment	9.9	9.3	9.3	Environment
Adequate number of Physical Education professionals, considering the average number of clients served.	9.9	9.6	9.5	Management
Conduct norms defined for use of gym equipment/spaces	9	8.8	8.1	Management
Provision of motivating elements such as sound and TVs	9.7	8.7	9	Environment
Promptness from the gym in providing services	9.1	9.3	9.1	Management

Moment	Environment	Management	Marketing	Overall
First	0.83 (0.77-0.88)	0.90 (0.86-0.93)	0.75 (0.64-0.83)	0.94 (0.92-0.96)
Second	0.87 (0.82-0.91)	0.93 (0.90-0.95)	0.81 (0.74-0.87)	0.96 (0.94-0.97)

Rating Scale for Quality of Services Provided by Gyms (QUASPG)
Carefully read each one of the statements and check the number that best represents how you evaluate the quality of the services provided by the gym
Answer Scale: 1 - Terrible; 2 - Bad; 3 - Regular; 4 - Good; 5 - Excellent
Questions	Reposts
1. Gym employees’ ethical conduct.	1	2	3	4	5
2. Workout assistance from the gym’s Physical Education professionals.	1	2	3	4	5
3. Provision of a physical structure that helps clients to organize their personal belongings, which can be: personal hygiene material, clothes, shoes, bags, etc.	1	2	3	4	5
4. Workout in air-conditioned or ventilated spaces.	1	2	3	4	5
5. Good service from the reception staff.	1	2	3	4	5
6. Teamwork among gym employees.	1	2	3	4	5
7. Qualified professionals for customer service.	1	2	3	4	5
8. Gym equipment conservation/maintenance.	1	2	3	4	5
9. Equipment organization within the gym space/environment.	1	2	3	4	5
10. Physical Education professionals willing/excited to guide clients during workout.	1	2	3	4	5
11. Marketing strategies that encourage a good relationship between client and gym.	1	2	3	4	5
12. Adequate space for specific physical activities (gymnastics, spinning, stretching…).	1	2	3	4	5
13. Restroom cleanliness.	1	2	3	4	5
14. Cleanliness of all gym physical spaces	1	2	3	4	5
15. Raise of the clients’ awareness on the benefits of exercising for their health and wellbeing.	1	2	3	4	5
16. Concern about clients when they do not show up for a considerable period of time.	1	2	3	4	5
17. Conduction of internal research with clients to evaluate gym performance.	1	2	3	4	5
18. Fulfillment of services addressed by gym marketing strategies.	1	2	3	4	5
19. Work of experienced professionals with great knowledge about the physical activities they provide guidance for.	1	2	3	4	5
20. Provision of quality workout equipment.	1	2	3	4	5
21. Adequate number of Physical Education professionals, considering the average number of clients served.	1	2	3	4	5

[1] Author address:
Vinicius Almeida Calesco. Rua José Roque Salton, 250, Torre 4, Apto 302, Bairro Terra Bonita, PR, CEP [Postal code] 86047-622. E-mail: calesco31@hotmail.com

Analyses	X² <better	X²/gal <5	CFI >0.9	PCFI >0.6	GFI >0.9	PGFI >0.6	RMSEA <0.08
1^st Order - Initial	1212.536	3.242	0.802	0.738	0.754	0.645	0.088
1^st Order - Fit	321.065	1.784	0.953	0.817	0.904	0.704	0.052
2^nd Order	321.065	1.784	0.953	0.817	0.904	0.704	0.052

Dimensions	DV	Result
Environment - Management	0.423	Discriminant for both dimensions
Environment - Marketing	0.548	Discriminant for both dimensions
Management - Marketing	0.449	Discriminant for both dimensions

Brasil

Brasil

ESCALA DE AVALIAÇÃO DA QUALIDADE DOS SERVIÇOS PRESTADOS POR ACADEMIAS DE GINÁSTICA (QUASPA)

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