Questionnaire to capture the customer perceived service quality and its impact on customer satisfaction and customers behavioral

intentions in the context of fitness services.

Name of the fitness centre: IIT Bombay (Gym-1)

Name of the respondent:

Address and contact no. of the respondent:

Age:

Gender:

Income level of the respondent: Student Section-I

Objective: Exploring dimensions of customer perceived service quality in the context of fitness services MODIFIED SERVPERF Instrument The following set of questions relate to your feelings about YOUR GYM. Please show the extent to which you think YOUR GYM does possess the feature described by each statement. Once again ticking a 1 means that you strongly disagree that YOUR GYM has the feature and ticking 7 means that you strongly agree the same. If your feelings are less strong tick the numbers in the middle according to the relative strength of your feelings. Sr. No. 1 2 3 4 5 YOUR GYM has excellent physical facilities YOUR GYM has modern and up-to-date training equipment YOUR GYM has convenience branch locations YOUR GYM has convenient operating hours YOUR GYM provides to its customers convenient payment Strongly Disagree 1 Strongly Agree 7

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options YOUR GYM provides its customers free parking facilities YOUR GYM maintains a Check list to monitor the health improvement of the customer The service personnel of YOUR GYM promise to do something by a certain time they will do so. The fitness instructor of YOUR GYM gym instills confidence in the mind of consumers. When a customer has a problem service personnel of an YOUR GYM always shows a sincere interest to solve it Service personnel of YOUR GYM consistently monitor the progress of health improvement of the customer. Employees of YOUR GYM tells customers exactly when the service to be performed Service personnel of YOUR GYM has the knowledge to answer customers queries. The service personnel of YOUR GYM correctly understand the problems of the customers Service personnel of YOUR GYM pay personal attention to the requirements of the customers. Employees of YOUR GYM provide prompt service to the customers Employees of YOUR GYM extend all possible helps to customers whenever required. Employees of an YOUR GYM behave politely with its customers.

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Section: 2 Measurement of satisfaction (Overall Satisfaction) 1 Extremely Dissatisfied Are you satisfied with the services provided by your gymnasium? Section-3 Measurement of customers behavioral intentions Loyalty [Subset of original measures developed by Narayandas (1996)] 1 Not at all likely How likely are you to renew membership of your gym? If you get a better offer from some other fitness service provider how likely are you to switch? How likely are you to recommend your gym to someone who seeks your advice? 2 3 4 5 6 7 Extremely likely 2 3 4 5 6 7 Extremely Satisfied

Sec 4 Consumer complaint actions (Adapted from Volkov et al, 2002)

1 Not at all likely I would decide never renew the membership of the fitness club again I would tell my friends and relative not to join the gym. I would forget the dissatisfactory experience and do nothing I would complain to the gym manager about the dissatisfactory experience I would complain to the owner/ top official of the management (of the service providing organization) about the dissatisfactory experience I would complain to a consumer agency I would write a letter to the press about the services of the gymnasium.

7 Extremely likely