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.
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