Skip to the main content

Econviews : Review of Contemporary Entrepreneurship, Business, and Economic Issues, Vol. 38 No. 2, 2025.

Original scientific paper

https://doi.org/10.51680/ev.38.2.3

The use of the Delphi method in the creation of the SERVQUAL model for measuring the quality of services in fitness clubs

Milijanka C. Ratković orcid id orcid.org/0000-0001-7946-354X ; University Union – Nikola Tesla, Faculty of Sport, Belgrade, Serbia *
Slobodan Adžić ; University Union – Nikola Tesla, Faculty of Sport, Belgrade, Serbia
Dragan D. Tomašević ; Association for Recreation and Fitness of Serbia, Belgrade, Serbia
Andrijana Kos Kavran orcid id orcid.org/0000-0002-1441-0321 ; Međimurje University of Applied Sciences, Čakovec, Croatia

* Corresponding author.

Full text: english pdf 973 Kb

page 235-250

downloads: 224

cite

Abstract

Purpose: This study aims to explore the applicability of the Delphi method in developing a SERVQUAL model for evaluating service quality in the Serbian fitness clubs, while also providing a practical tool for this emerging fitness market. Methodology: Building upon established SERVQUAL frameworks, a three-round Delphi process was conducted with 14 experienced fitness professionals from Serbia. Participants assessed and refined an initial 33-item questionnaire structured around the five SERVQUAL dimensions. The study applied strict consensus criteria and used statistical measures including the Shapiro-Wilk test, interquartile range (IQR), and boxplot analysis to validate the reliability and internal consistency of the instrument across iterations. Results: The final model consists of 25 statements and demonstrates a high level of adaptability of the SERVQUAL framework to specific needs of the Serbian fitness market, while maintaining theoretical consistency. Conclusion: The study confirms the Delphi method as an efficient tool for constructing reliable service quality measurement instruments in fragmented and under-researched markets. The resulting SERVQUAL model holds both methodological and practical value. As the Serbian fitness industry continues to grow, this validated instrument offers stakeholders a valuable basis for quality enhancement.

Keywords

Delphi method; research methodology; SERVQUAL model; fitness industry; service quality

Hrčak ID:

342183

URI

https://hrcak.srce.hr/342183

Publication date:

22.12.2025.

Visits: 372 *