Examining the Effects of Service Quality on Student Satisfaction at the Campus Gym Center

Abstract

This study examines how service quality influences student satisfaction at the campus gym center. Drawing on the SERVQUAL framework and the campus fitness context, service quality is conceptualized through seven dimensions: tangibility, reliability, responsiveness, assurance, empathy, accessibility, and hygiene and safety. Using survey data from 200 students who had used the campus gym center, the study finds that accessibility, assurance, hygiene and safety, tangibility, and responsiveness had significant positive effects on student satisfaction, whereas reliability and empathy did not. Accessibility emerged as the strongest determinant, indicating that students place particular value on convenience and the extent to which gym services fit their academic routines. The findings contribute to the literature by showing that student satisfaction in campus fitness services is shaped not only by traditional service-quality dimensions, but also by practical conditions related to service usability. In particular, the study highlights the importance of accessibility, hygiene, and safety as meaningful dimensions of service quality in a university fitness setting. From a managerial perspective, the results suggest that campus gym managers should focus not only on facilities but also on operational accessibility, staff professionalism, responsiveness, and environmental quality to improve student satisfaction. Because the study was conducted in a single university and focused only on satisfaction, future research could examine broader outcomes and test the model across multiple institutional settings.