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6-Sigma, Performance Evaluation Matrix, Relationship Quality
Running a fitness and health club is a service-intensive business. Although it is not an easy job to provide high quality and satisfying services to customers, it is in fact the ultimate goal for most fitness and health clubs. For this reason, providing quality services and building a good relationship with customers has become an important issue for operating and managing a fitness and health club. This study adopts Six Sigma and the performance evaluation matrix as two major research tools. By implementing the steps (define, measure, analyze, improve, and control) of Six Sigma and through the nine performance boxes generated by the importance-satisfaction matrix (with importance as the horizontal axis and satisfaction as the vertical axis) of Importance-Performance Analysis (IPA), this study aims to specifically identify the services most requested by customers in an effort to provide highly satisfying services and improve relationship quality.