Abstract
To objectively and accurately evaluate the service quality of a commercial health & fitness club, the service level features are analyzed, based on Kim & Kim’s QUESC model and Yong & Donna’s SSQRS model. Environmental quality, staff service quality, course quality and outcome quality are the four important indices for evaluating service quality, In the system, the weight vectors are determined using an improved analytic hierarchy process method, and a fuzzy model is developed for evaluating service quality. An example is given and the results show this model is able to reflect service level effectively and reduce the influence of human factors.
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