The first three factors of service quality-fitness and spa center among the
respondents, in ranking order, were that they felt “reliability”, “tangibility”, and
“responsiveness”.
Regarding the factor of reliability, the highest ranking item was, “It protects and
assures members’ privacy”. The second highest ranking item was, “I am reassured to
use all hardware and software facilities”. The third highest ranking item was, “It
compensates members at times when errors or faults occurs”.