Skip to main content
SpringerLink
Log in

A Study on the application of 6-Sigma on the enhancement of service quality of fitness club

  • Research Note
  • Published:
Quality & Quantity Aims and scope Submit manuscript

Abstract

The service industry plays an essential role in economic globalization and a determining factor in strengthening industry’s competitiveness. Targeting fitness industry, this study intends to explore ways to minimize customer complaints, understand customer expectation, and enhance service quality by applying the five steps of 6-Sigma: (1) Definition; (2) Measurement; (3) Analysis; (4) Improvement; and (5) Control, to effectively solve the root causes of customer complaints, raise customer satisfaction and minimize possible future complaints.

This is a preview of subscription content, log in via an institution to check access.

Access this article

Log in via an institution

Price excludes VAT (USA)
Tax calculation will be finalised during checkout.

Instant access to the full article PDF.

Institutional subscriptions

Similar content being viewed by others

References

  • Chen K.S., Chen S.C., Li R.K.: Process quality analysis of products. Int. J. Advance Manufac. Technol. 19, 623–628 (2002)

    Article  Google Scholar 

  • Han C., Lee Y.: Intelligent integrated plant operation system for six sigma. Ann. Rev. Control 26, 27–43 (2002)

    Article  Google Scholar 

  • Hausman J.A., Hall B.H., Griliches Z.: Econometric models for count data with an application to the patents-R & D relationship. Econometrical 52(4), 909–938 (1984)

    Article  Google Scholar 

  • Hoerl R.W.: Six sigma black belts: what do they need to know?. J. Qual. Technol. 33(4), 391–407 (2001)

    Google Scholar 

  • Linderman K., Schroeder R.G., Zaheer S., Choo A.S.: Six sigma: a goal-theoretic perspective. J. Operat. Manag. 21, 193–203 (2003)

    Article  Google Scholar 

  • Michael L.: Six sigma. McGraw-Hill, New York (2002)

    Google Scholar 

  • Montgomery, D.C.: Introduction to statistical quality control. Wiley (2001)

  • Parasuraman A., Zeithaml V.A., Berry L.L.: A conceptual model of service quality and its implications for future research. J. Market 49(4), 41–50 (1985)

    Article  Google Scholar 

  • Peter et al.: The six sigma. McGraw-Hill, New York (2000)

    Google Scholar 

  • Pyzdek T.: The six sigma. McGraw-Hill, New York (2001)

    Google Scholar 

  • Sarker R., Surry Y.: The fast decay process in outdoor recreational activities and the use of alternative data models. Am. J. Agri. Econ. 86(3), 701–715 (2004)

    Article  Google Scholar 

  • Schibrowsky J.A., Lapidus R.S.: Gaining a competitive advantage by analyzing aggregate complaints. J. Consumer Market. 11(1), 15–26 (1994)

    Article  Google Scholar 

  • Tax S.S., Brown S.W., Chandrashekaran M.: Customer evaluations of service complaint experiences: implications for the relationship marketing. J. Market 62, 60–76 (1998)

    Article  Google Scholar 

Download references

Author information

Authors and Affiliations

  1. Department of Sport Management, National Taiwan College of Physical Education, Taichung, Taiwan, R.O.C.

    Kuei-Mei Cheng & Chin-Huang Huang

  2. Department of Recreation and Sports Management, National Chi-Yi University of Technology, Taichung, Taiwan, R.O.C.

    Chin-Hsien Hsu

Authors
  1. Kuei-Mei Cheng
    View author publications

    You can also search for this author in PubMed Google Scholar

  2. Chin-Hsien Hsu
    View author publications

    You can also search for this author in PubMed Google Scholar

  3. Chin-Huang Huang
    View author publications

    You can also search for this author in PubMed Google Scholar

Corresponding author

Correspondence to Kuei-Mei Cheng.

Rights and permissions

Reprints and permissions

About this article

Cite this article

Cheng, KM., Hsu, CH. & Huang, CH. A Study on the application of 6-Sigma on the enhancement of service quality of fitness club. Qual Quant 46, 705–713 (2012). https://doi.org/10.1007/s11135-010-9424-7

Download citation

  • Published:

  • Issue Date:

  • DOI: https://doi.org/10.1007/s11135-010-9424-7

Keywords

Search

Navigation