Abstract
The number of gymnasiums is increasing day by day in India due to the laziness of people and advancements in automation industries. Indian Gyms are expanding their facilities in terms of the increasing number of equipments, improved quality of service (QoS), customer satisfaction etc. The expected and perceived QoS has been compared in this paper. The gap analysis has been performed using the SERVQUAL questionnaire in terms of ‘Responsiveness’ as well as ‘Tangibility’. It means ‘Actual Service Performance’, ‘Promptness’, ‘Always be willing to help’ and ‘Respond to the Customers’ got to be focused upon.
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Neniwal, P., Kapoor, V. (2021). Quality Evaluation of Fitness Centres Using Gap Analysis. In: Singh, J., Kumar, S., Choudhury, U. (eds) Innovations in Cyber Physical Systems. Lecture Notes in Electrical Engineering, vol 788. Springer, Singapore. https://doi.org/10.1007/978-981-16-4149-7_9
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DOI: https://doi.org/10.1007/978-981-16-4149-7_9
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