THE USE OF THE DELPHI METHOD IN THE CREATION OF THE SERVQUAL MODEL FOR MEASURING THE QUALITY OF SERVICES IN FITNESS CLUBS

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