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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
The Lowest Adequate Level of Service I Expect Is:
The Highest Desired Level of Service I Expect Is:
The Actual Performance of This Health Club Is:
When it comes to....
Low
High
The quality and variety of exercise equipment provided
1
2 3
4
5
2
3 4
The amount of time I have to wait for a specific piece of exercise equipment
The quality and variety of exercise classes offered
The availability of specific exercise classes
The availability of facilities, such as racquetball or basketball courts, the running track, or the pool
Having a clean, attractive, and inviting facility
Having a comfortable atmosphere (temperature, lighting, music)
The overall helpfulness and friendliness of the staff
Having convenient hours of operation
Having plenty of available parking
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