Title: Presenting a new mixed method for measuring service quality of health clubs

Authors: Hossein Abdolmaleki; Behzad Soheili; Michal Varmus; Abbas Khodayari

Addresses: Department of Sport Management, Karaj Branch, Islamic Azad University, Karaj, Iran ' Physical Education and Sport Sciences, Malard Branch, Islamic Azad University, Tehran, Iran ' Faculty of Management Science and Informatics, University of Zilina, Univerzitna 8215/1, 010 26 Zilina, Slovakia ' Department of Sport Management, Karaj Branch, Islamic Azad University, Karaj, Iran

Abstract: Sports organisations do their job well when they illuminate the future path of society and future building is one of their main characteristics; so, for these organisations, explaining the landscape and improving performance is necessary. So, the aim of this study was to evaluate the quality of services of health clubs by the combined method of balanced scorecard (BSC), quality function deployment (QFD) and fuzzy analysis hierarchical process (FAHP). From the conducted survey, it can be concluded that determining the capacity of sports activities and ensuring the quality of the program of sports clubs for health, providing quality services in a new way is an inevitable necessity.

Keywords: balanced scorecard; BSC; fuzzy analytical hierarchy process; health clubs; performance; quality function deployment; QFD; service quality.

DOI: 10.1504/IJSMM.2020.115117

International Journal of Sport Management and Marketing, 2020 Vol.20 No.5/6, pp.312 - 333

Received: 25 May 2020
Accepted: 29 Nov 2020
Published online: 18 May 2021 *

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