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

Low

High

Low

High

The quality and variety of exercise equipment provided

1

2 3

4

5

1

2 3

4

5

1

2

3 4

5

The amount of time I have to wait for a specific piece of exercise equipment

1

2 3

4

5

1

2 3

4

5

1

2

3 4

5

The quality and variety of exercise classes offered

1

2 3

4

5

1

2 3

4

5

1

2

3 4

5

The availability of specific exercise classes

1

2 3

4

5

1

2 3

4

5

1

2

3 4

5

The availability of facilities, such as racquetball or basketball courts, the running track, or the pool

1

2 3

4

5

1

2 3

4

5

1

2

3 4

5

Having a clean, attractive, and inviting facility

1

2 3

4

5

1

2 3

4

5

1

2

3 4

5

Having a comfortable atmosphere (temperature, lighting, music)

1

2 3

4

5

1

2 3

4

5

1

2

3 4

5

The overall helpfulness and friendliness of the staff

1

2 3

4

5

1

2 3

4

5

1

2

3 4

5

Having convenient hours of operation

1

2 3

4

5

1

2 3

4

5

1

2

3 4

5

Having plenty of available parking

1

2 3

4

5

1

2 3

4

5

1

2

3 4

5