The necessary condition for customer loyalty, customer satisfaction has been emphasized both at the scientific level and in practice (Su and Hsu 2013). Several researchers have investigated the results of fair service and proved that fair service can increase customer satisfaction, customer loyalty, customer-company relationship (Liang et al. 2017). Also, improving the control of customer perception of service is useful to explain the effect of fair service on customer satisfaction. Therefore, the purpose of this article is to examine the relationship between fair services and customer satisfaction, and examines the mediating role of psychological empowerment of users of physical fitness clubs in this relationship.
The current research is applied in terms of purpose and descriptive-survey in terms of data collection. The statistical population of this research was the users of women's physical fitness clubs in Shahrekord city, and a sample of 400 people was selected from this statistical population. Prentice et al.'s 2016 psychological empowerment questionnaire, Siders and Barry's 1998 fair service questionnaire, and Fornell's 1992 customer satisfaction questionnaire were used. Structural equations model with partial least squares approach and SPSS and PLS software were used for data analysis .
The results show that: First, fair service leads to an increase in customer satisfaction. In particular, fair distribution, fair procedure and fair interpersonal behavior directly and positively affect customer satisfaction. Secondly, psychological empowerment of customers has a mediating role between fair information, fair distribution, fair procedure, interpersonal behavior and customer satisfaction.
The results of this research provide suggestions for managers to improve the psychological empowerment of users by treating users fairly and increase their satisfaction in physical fitness clubs by increasing the empowerment of users in services.