关键词: 商业健身俱乐部, 服务质量, 消费者, 满意度, 影响效果, SERVQUAL量表

Abstract: The purpose of this study is to investigate the impact of service quality of commercial fitness club on consumer satisfaction.According to the SERVQUAL scale and the consumer interviews, the questionnaire of commercial fitness club service quality was produced，an investigation of 281 members of commercial fitness club of Changchun City was conducted. The Pearson correlation coefficient method was used to analyze the close relationship of overall service quality and consumer satisfaction，the relationship between five dimensions of service quality of commercial fitness clubs（tangibles，reliability，response，assurance and empathy）and consumer satisfaction was analyzed by stepwise multiple regression analysis. The results showed that the whole and all levels of service quality of commercial fitness clubs and consumer satisfaction were positively related and there was a linear relationship between them，the reliability had the highest explanatory power to consumer satisfaction.

Key words: commercial fitness club, service quality, consumer, degree of satisfaction, impact effect, SERVQUAL scale