Date of Award

Summer 8-2016

Document Type


Degree Name

Master of Science (MS)


Kinesiology, Health, and Sport Science

First Advisor

Richard Hsiao, Ph.D.

Second Advisor

Robert E. Alman, D.Ed.

Third Advisor

Joshua L. Castle, Ph.D.


This study investigated the satisfaction levels of older adult members at the James G. Mill Fitness Center, located in Indiana, Pennsylvania. The modified survey included aspects of a customer satisfaction survey (Theodorakis, Alexandris, Rodriguez, & Sarmento, 2004). As well as the Service Quality Assessment Scale (Lam, Zhang, & Jensen, 2005). The questionnaire was designed to measure satisfaction level between various service elements.

There has been previous research conducted on measuring satisfaction level of health and fitness clubs. However, little research has been conducted on members of the age of 60 and above, in a university setting.

This study is designed to provide unique research on older adult members’ satisfaction level in a university fitness center. For data analyzation, descriptive statistics and chi-square of independence tests were performed. It was found for the demographics that there were no significant differences between gender, as well as membership type.