Measuring Perceived Service Quality Using SERVQUAL: A Case Study of the Uganda Health and Fitness Sector
Paschal W. Soita

Abstract
Many service providers have emerged on the Ugandan market offering health and fitness services, this study therefore sought club customers’ perception about service delivery in the sector. Using the modified 26 item SERVQUAL questionnaire, data was collected from a randomly selected sample of 486 customers and 116 interviewees covering 58 purposively selected health-and-fitness centres countrywide. Customers to gymnasia, aerobics clubs and aqua-based activities where vulnerability is high were considered. Descriptive and inferential statistics were applied for data manipulation. Major findings are that gaps exist in service delivery (Overall service perception µ= -1.73) and that the current management model in most clubs falls far short of international standards. A single authority for standardization is lacking for professionals’ certification and regulation. It is recommended that sport-specific Government of Uganda authorities must act promptly in a joint effort with federations, academia, and the leading international certifying organizations to directly oversee and/or set standards of practice to meet required quality levels and fitness industry needs.

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