Propuesta de una metodología para el cumplimiento de estándares de calidad y servicio en el Gimnasio Body Care spa gym de la ciudad de Cuenca 2015

Abstract

Physical activity helps create spaces for practicing sports, which has to fulfill certain standards for its development; standards such as scales of measurement and evaluation, starting from facilities infrastructure, equipment and human resources.

In the pursuit of this certification, the standard ISO 9001:2000 of Quality and Service Administration Management for gyms committed to reaching excellence has been created. And concerning to this point the following research has been carried out with the purpose of crafting a methodology to achieve quality and service standards in “Body Care Spa & Gym”, located in Cuenca during the year 2015.

Fifty two people participated in this study sample, from whom a 13% is part of the administration area, 29% belongs to professional instructors, and 58% represents clients who have had a regular attendance for two years. This quantitative and qualitative research made use of the following technique: direct observation by using a Check list; also, some surveys were applied to customers to get feedback on customer satisfaction, and on perception of Customer service and staff support.

As a result, the clients of this gym are pleased with all the training programs offered, the same as the staff service and support. Also the facilities fulfill the standard ISO 9001:2000; however, comparing to another gym from Lima, Peru called “Personal Training” the differences are marked in terms of quality and quantity.