An Application of Fuzzy Logic to Service Quality Research: A Case of Fitness Service

Martínez, José Antonio; Ko, Yong Jae; Martínez, Laura

doi:10.1123/jsm.24.5.502

Cited by 25 publications

(32 citation statements)

References 65 publications

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“…This indicator can be assessed positively by operators of the resort, but should be analyzed with care, since this positive value may be subject to change. Furthermore, as Martinez, Ko and Martinez [55] concluded that an attribute which can be interpreted as a positive aspect to a customer does not necessarily mean a positive perception of organization quality. Moreover, considering tourists who have visited other resorts, they have mentioned little satisfaction with services provided.…”

Section: Discussionmentioning

confidence: 99%

Measuring Service Quality of Ski Resorts: An Approach to Identify the Consumer Profile

Miragaia¹,

Conde²,

Soares³

2016

TOSSJ

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This study determined the consumer's profile in winter sports, using their degree of satisfaction with services provided by a ski resort. A questionnaire was administered to 229 tourists/visitors and analyzed their satisfaction according to five factors: facilities and equipment; attributes of the slopes; resort services; restaurants, accommodation and social activities; and also about the access to the resort. Determination between levels of satisfaction indicated by different consumer segments was performed using a cluster analysis. The clusters identified were: partially satisfied, dissatisfied, dissatisfied with everything, satisfied with everything. In relation to gender, no significant differences were identified in any cluster. With regard to experience to visited other ski resorts, significant differences were found between tourists/visitors which have already done, comparing with the individuals who never been in a similar context. It was found that only 5.2% of consumers who have had similar experiences with other ski resorts were satisfied with all services provided. The results of this study enable to the managers identify the attributes by which tourists/visitors have a higher level of satisfaction/dissatisfaction and foremost identify the valences which can be subject to some kind of improvement. This approach enables the adaptation of services according the preferences and expectations of tourists/visitors, with the prospect of incrementing consumer loyalty.

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Section: Discussionmentioning

confidence: 99%

Measuring Service Quality of Ski Resorts: An Approach to Identify the Consumer Profile

Miragaia¹,

Conde²,

Soares³

2016

TOSSJ

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“…Some of the studies in sports are as follows: Novatchkov and Baca [ 15 ] designed a fuzzy logic model for the assessment of strength training exercises in sports. Martínez et al [ 16 ] proposed a fuzzy logic approach for measuring perceived quality in terms of sport and fitness services. Şahin and Erol [ 17 ] designed a fuzzy logic model for forecasting demand of soccer games.…”

Section: Introductionmentioning

confidence: 99%

Prediction of Attendance Demand in European Football Games: Comparison of ANFIS, Fuzzy Logic, and ANN

Şahin

Erol

2018

Computational Intelligence and Neuroscience

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An artificial neural network (ANN), adaptive neurofuzzy inference system (ANFIS) models, and fuzzy rule-based system (FRBS) models are developed to predict the attendance demand in European football games, in this paper. To determine the most successful method, each of the methods is analyzed under different situations. The Elman backpropagation, feed-forward backpropagation, and cascade-forward backpropagation network types are developed to determine the outperforming ANN model. The backpropagation and hybrid optimization methods are used for training fuzzy inference system (FIS) to determine the outperforming ANFIS model. The fuzzy logic model is developed after experimenting different forms of membership functions. To this end, the data of 236 soccer games are used to train the ANN and ANFIS models, and 2017/2018 season's data of these clubs are used to test all of the models. The results of all models are compared with each other and real past data. To assess the performance of each model, two error measures that are Mean Absolute Percent Error (MAPE) and Mean Absolute Deviation (MAD) are implemented. These measures reveal that the ANN model that has Elman network type outperforms the other models. Finally, the results emphasize that the proposed ANN model can be effectively used for prediction purposes.

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“…In this context, Martinez et al (2010) determined that one of the most important problems being faced by modern sport marketeers was the service quality providing the following arguments: the proxy measure of management performance;an important factor in positioning the company; andan essential determinant of customer behaviour variables such as customer loyalty.…”

Section: Introductionmentioning

confidence: 99%

Quality Perception of the 2012 World Indoor Athletics Championships

Şimşek

2016

Journal of Human Kinetics

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The objective of this study was to compare the views of spectators concerning the quality perception of the World Indoor Athletics Championships. The study group consisted of 568 spectators who watched the events. A measurement scale of event quality in spectator sports (SEQSS) developed by Ko et al. (2011) was used as a data collection tool in the study. In order to determine the views of the spectators concerning the quality of the Indoor Athletics Championships, the dimensions constituting the scale were compared according to the demographic features of the sample group. As a consequence, important differences in most of the dimensions of the scale were revealed with respect to the demographic data of the subjects. The most relevant finding of the study is that the dimension of “physical environment quality”, which is one of the dimensions constituting the event quality, differed significantly in all comparisons that were made according to demographic features.

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An Application of Fuzzy Logic to Service Quality Research: A Case of Fitness Service

Cited by 25 publications

References 65 publications

Measuring Service Quality of Ski Resorts: An Approach to Identify the Consumer Profile

Measuring Service Quality of Ski Resorts: An Approach to Identify the Consumer Profile

Prediction of Attendance Demand in European Football Games: Comparison of ANFIS, Fuzzy Logic, and ANN

Quality Perception of the 2012 World Indoor Athletics Championships

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