Topic 1. J.D. Power and Associates (www.jdpower.com) is a well-known research company specializing in the measurement of product quality and customer satisfaction. Explore their website to look at their customer satisfaction ratings for a number of industries. How do their ratings for a service such as a health club compare to the measures of expectations and performance for a hypothetical health club in Exhibit 10.9? Most of all, what is the role of customer satisfaction in driving customer's loyalty, commitment, trust and improving the overall quality of relationship between the company and the customer?
450 - 500 words minimum for each Topic. Two (2) references are required beyond the text book. Be sure to cite and source in APA format.
Measuring Expectations and Performance for a Hypothetical Health Club
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The Lowest Adequate
Level of Service I
Expect Is:
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The Highest Desired
Level of Service I
Expect Is:
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The Actual
Performance of
This Health Club Is:
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When it comes to....
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Low
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High
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Low
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High
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Low
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High
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The quality and variety of exercise equipment provided
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1
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2 3
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4
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5
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1
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2 3
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4
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5
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1
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2
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3 4
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5
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The amount of time I have to wait for a specific piece of exercise equipment
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1
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2 3
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4
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5
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1
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2 3
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4
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5
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1
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2
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3 4
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5
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The quality and variety of exercise classes offered
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1
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2 3
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4
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5
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1
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2 3
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4
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5
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1
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2
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3 4
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5
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The availability of specific exercise classes
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1
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2 3
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4
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5
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1
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2 3
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4
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5
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1
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2
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3 4
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5
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The availability of facilities, such as racquetball or basketball courts, the running track, or the pool
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1
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2 3
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4
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5
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1
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2 3
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4
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5
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1
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2
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3 4
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5
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Having a clean, attractive, and inviting facility
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1
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2 3
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4
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5
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1
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2 3
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4
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5
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1
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2
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3 4
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5
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Having a comfortable atmosphere (temperature, lighting, music)
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1
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2 3
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4
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5
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1
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2 3
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4
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5
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1
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2
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3 4
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5
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The overall helpfulness and friendliness of the staff
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1
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2 3
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4
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5
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1
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2 3
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4
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5
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1
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2
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3 4
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5
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Having convenient hours of operation
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1
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2 3
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4
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5
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1
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2 3
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4
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5
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1
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2
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3 4
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5
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Having plenty of available parking
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1
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2 3
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4
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5
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1
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2 3
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4
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5
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1
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2
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3 4
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5
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