Document Type : Research Paper


1 Tarbiat Modares University

2 Payame Noor University


The aim of the This Study was to investigate and predict the relationship between service quality and the consumers’ satisfaction from the services of Tehran body building clubs. A sample consisted of 386 participants (253 men and 133 women) were studied using a descriptive research. A two-part researcher-made questionnaire for measuring Service quality and satisfaction was designed. Questionnaire validity was approved by experts (9 individuals) and the Descriptive Factor Analyses with Varimax rotation. Its Reliability was tested through the Cronbach's Alpha (α). Pearson Correlation Test results showed a positive and significant relationship between all dimensions of Service Quality and Satisfaction. This means that improving service quality dimensions will increase the satisfaction of users. Correlations intensity between all dimensions of service quality and satisfaction is moderate. Also, all variables entered the Regression model and showed that the tangibility, reliability, accountability, confidence, and empathy explained 60% of the satisfaction variance. Confidence had the most coefficients and empathy had the least coefficient to predict the satisfaction. Generally, Body building clubs that equipped with facilities, modern equipment and beautiful environment, and also decent and courteous staff makes visitors feel comfort and convenience and increase people's satisfaction and attendance.


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