BOŞ ZAMAN ETKİNLİKLERİNİN DÜZENLENDİĞİ KAMU TESİSLERİNDE TÜKETİCİ TATMİNİ: ESKİŞEHİR BÜYÜKŞEHİR BELEDİYESİ ÖRNEĞİ

Abstract

Günümüzde sosyal, kültürel, sportif, sağlık ve sanat içerikli rekreasyon tüketicilerinin tatmin düzeyini belirlemek yerel yöneticilerin dikkat etmesi gereken öncelikli konulardan birini teşkil etmektedir. Çünkü, yerel yönetimlerin ürettiği rekreatif hizmetler, bu tür hizmetlerden yararlanan bireylerin görüşleri ve ihtiyaçları doğrultusunda oluşturulmalıdır. Bu bağlamda, yerel yönetimlerdeki yöneticilerin rekreasyonel faaliyetleri geliştirebilmesi, çeşitlendirebilmesi ve değerlendirebilmesi için tüketici tatmin düzeyinin belirlenmesi önem arz etmektedir. Bu kapsamda araştırmada kamu kurumlarında boş zaman etkinliklerinin düzenlendiği tesislerde tüketici tatmin düzeylerinin belirlenmesi amaçlanmıştır. Araştırmanın evreni Eskişehir Büyükşehir Belediyesi’ne ait tesislerde boş zamanlarını sosyal, kültürel, sportif, sağlık ve sanatsal içerikli rekreasyon hizmetlerinden yararlanan bireyler oluşturmaktadır. Belirlenen evrenin içerisinden kolayda örnekleme yöntemi ile %24.2 58 kadın ve %75,8 182 erkek olmak üzere toplam 240 rekreasyon tüketicisi seçilmiştir. Araştırmada veri toplama aracı olarak Alexandris ve Palialia, 1999 ’nın geliştirilen ve Türkçe uyarlaması Şimşek ve Mercanoğlu 2014 tarafından yapılan “Tüketici Tatmini Ölçeği” kullanılmıştır. Belediyeye ait tesislerde gerçekleştirilen rekreasyonel faaliyetlerin tüketici tatminine etkisini belirlemek için örneklem grubunun cinsiyet, eğitim düzeyi, yaş, meslek ve gelir durumu bakımından farklılıkları t-testi ve ANOVA analizi ile incelenmiştir. Yapılan analizler sonucu, cinsiyete göre herhangi bir farklılık saptanmamıştır. Eğitim düzeyi ilköğretim ve mesleği memur olan bireylerin tesisler/hizmetler boyutunda tüketici tatmin düzeyi yüksektir. Örneklem grubunun yaş gruplarına göre karşılaştırılmasında ise tüketici tatminini oluşturan tüm boyutlarda yüksek düzeyde anlamlı farklılığın olması araştırmanın dikkat çekici sonuçlarıdır.

Keywords

• Tüketici tatmini. Boş zaman tatmini. Yerel yönetimler

CONSUMER SATISFACTION IN THE FACILITIES WHERE LEISURE ACTIVITIES ARE ORGANIZED IN PUBLIC INSTITUTION: ESKISEHIR MUNICIPALITY SAMPLE

Abstract

Nowadays to determining satisfactory level of recreation consumers with the content of art. health. sportive. cultural and social represents one of the priority issues to be paid attention by local managers. Inasmuch as recreative services that local managements produce should be in the direction of individuals’ needs and views who benefit from these kind of services. In this regard. in order to make the managers in local management develop. diversify and evaluate the recreational activities. to determining the consumer satisfaction level presents significance. In this context. in this study it is aimed at to determine the consumer satisfaction level in the facilities where spare time activities in public institution. The population is composed of the individuals who benefits from recreation services with the art. health. sportive and social content during their spare time in the facilities that belong to Eskisehir Metropolitan Municipality. From within the determined population. thanks to convenience sampling method 58 female %24.2 and 182 male %75.8 in total 240 recreation consumers were chosen. In the study as data collecting tool ‘Consumer Satısfaction Scale’ that Alexandris and Palialia 1999 developed was used. In order to determine the effects of recreational activities that take place in Municipality facilities on consumer satisfaction; gender. education level. age. occupation and income state differences were examined with t- test and ANOVA analysis. As a consequence of the committed analysis. there are no differences according to gender. The individuals who have primary school level education and are officers have high level satisfaction in dimension of facilities/ services. In comparing the sample group age with the age groups. having high level significant differences in all dimensions that compose consumer satisfaction is remarkable result of the research.

Keywords

• Consumer Satisfaction. Leisure Satisfaction. Local Administration

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