Integrating Quality into Equilibre Health and Sports Center: A Case Study from Mauritius

Abstract

This paper discusses the central role of service quality in the context of health and fitness sector. This is achieved through an analysis and examination of the service encounters, drivers of satisfaction and dissatisfaction at Equilibre Health and Sports Center. Equilibre has forged a good reputation over the years through its personalized and tailor-made programs suitable to each member’s individual needs. The program established takes into consideration the health condition of the member, the evolution of his/her state and their lifestyle and recommendations of the medical practitioner. Applications of SERVQUAL model are discussed and the service at Equilibre is illustrated using a service blueprint. Further research involving quantitative data would be useful to establish the level of satisfaction of the members and measurement of actual benefit derived from such programs and activities in the process of adding value to sports and health centers in general and developing them further.