Experience Quality Scale for Fitness Centers (EQSFC): Validity and Reliability Study

Abstract

Abstract This study aimed to develop a valid and reliable tool for measuring the perceptions of quality of experience for fitness center members. The research was conducted with two different sample groups who are current members of fitness centers. A total of 317 (141 females, 176 males) fitness center members volunteered to participate in the explanatory and confirmatory factor analysis survey, and 250 (102 females, 148 males) fitness center members volunteered to participate in the criterion-dependent validity survey. For the validity and reliability studies for the scale, explanatory factor analysis, confirmatory factor analysis, criterion-dependent validity, Cronbach’s alpha internal consistency, and composite reliability were used. As a result of the exploratory factor analysis conducted to indicate the structural validity of the scale, a five-factor scale with 17 items included in i) communication quality, ii) physical environment quality, iii) outcome quality, iv) access quality, and v) entertainment quality was identified, explaining 63% of the total variance. According to the analysis results for criterion-related validity, a statistically significant positive relationship was detected between communication quality (r=.422, p<.001), physical environment quality (r=.582, p<.001), outcome quality (r=.597, p<.001), access quality (r=.458, p<.001), entertainment quality (r=.697, p<.001) and satisfaction. The results indicate that the scale can be used as a valid and reliable tool to measure the quality of experience perceived by individuals concerning the fitness center where they are members. In addition, it is thought that this scale, which details the factors that influence the customer experience in fitness centers for the first time, will provide an important contribution to the literature.