Abstract Considering the importance of identifying customers’ expectations and delivering the desired level of service quality, this study aims at examining the reliability and validity of the expectations component of the SERVQUAL scale in the context of Greek fitness-centers. Having collected data from 216 users, the results reveal that SERVQUAL is a highly valid and reliable scale to measure service quality expectations, yet the five dimensions originally proposed have not been confirmed. More specifically, the “Responsiveness” dimension failed to be extracted and instead, a four-factor solution was deemed more appropriate in the Greek context. The study contributes to the SERVQUAL scale criticism and it is among the first efforts to adapt the SERVQUAL scale in a fitness-center context.

中文翻译：

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健身中心环境中的服务质量期望：希腊SERVQUAL量表的期望部分的验证

摘要考虑到识别客户期望并提供期望水平的服务质量的重要性，本研究旨在在希腊健身中心的背景下研究SERVQUAL量表的期望部分的可靠性和有效性。从216个用户那里收集了数据，结果表明SERVQUAL是衡量服务质量预期的高度有效和可靠的量表，但最初提出的五个维度尚未得到证实。更具体地说，未能提取“响应性”维度，取而代之的是，在希腊语环境中，认为四因素解决方案更为合适。这项研究对SERVQUAL量表提出了批评，并且是在健身中心环境下适应SERVQUAL量表的第一项努力。