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FİTNESS MERKEZİ ÜYELERİNİN ALGILADIKLARI HİZMET KALİTESİNİN BELİRLEYİCİLERİ ÜZERİNE BİR ANALİZ

Year 2016, Volume: 10 Issue: 3, 453 - 464, 01.12.2016

Abstract

Bu araştırmada, fitness merkezi üyelerinin algıladıkları hizmet kalitesinin belirleyicilerinin tespit edilmesi amaçlanmıştır. Araştırmada nicel araştırma yöntemlerinden tarama modeli kullanılmıştır. Araştırmanın çalışma grubu, kolay ulaşılabilir örneklem yoluyla seçilen ve araştırmaya gönüllü olarak katılan 301 kadın ve 390 erkek olmak üzere toplam 691 üyeden oluşmaktadır. Çalışmada Uçan 2007 tarafından geliştirilen “Spor-Fitness Merkezleri Algılanan Hizmet Kalitesi Ölçeği SFM-HKÖ ” kullanılmıştır. Verilerin analizinde Independent t-test, Korelasyon Analizi ve Lojistik Regresyon testleri uygulanmıştır. Elde edilen Bulgular neticesinde hizmet kalitesi alt boyutları arasında pozitif yönde orta ve yüksek düzeyde anlamlı ilişkiler olduğu tespit edilirken; Independent T test sonuçlarına göre, program ücretini pahalı olarak değerlendiren katılımcıların hizmet kalitesi algılarının da tüm alt boyutlarda anlamlı olarak daha düşük olduğu görülmüştür. Lojistik regresyon sonuçlarında ise algılanan hizmet kalitesi alt boyutlarından “fiziksel çevre kalitesi” değişkeninin üyelerin program ücretleri düzeyi üzerinde bir etkisi olduğu belirlenmiştir. Fiziksel çevre kalitesi değişkeninde meydana gelecek 1 birimlik artışın “program ücretini yordamaya ilişkin” odds değerinde %6.1’lik düşüşe neden olduğu görülmektedir. Program ücreti düzeylerine ilişkin toplam varyansın %11’inin algılanan hizmet kalitesini yordadığı ifade edilebilir. Sonuç olarak, spor-fitness merkezi müşterilerinin devamlılığının ve işletmenin sürdürülebilirliğinin sağlanmasında sadece tek faktörün etkili olamayacağı düşünülmektedir. Çünkü bireysel tüketici memnuniyetini etkileyebilecek müşteri beklentileri, ekipmanlar, fitness merkezinin deneyimi, müşteri sadakati, fiziki görünüm gibi etmenlerin göz önünde bulundurulması önemli faktörlerdir.

References

  • 1. Alexandris, K., Zahariadis, P., Tsorbatzoudis, C., & Grouios, G. (2004). An Empirical investigation of the relationships among service quality, customer satisfaction and psychological commitment in a health club context. European Sport Management Quarterly, 4(1), 36–52.
  • 2. Aslan, M., & Koçak, M. S. (2011). Determination of the service quality among sport and fitness centers of the selected universities. International Journal of Human Sciences, 8 (2): 817-833.
  • 3. Athanassopoulos, A. D. (2000). Customer satisfaction cues to support market segmentation and explain switching behavior. Journal of Business Research, 47, 191-207.
  • 4. Babakus, E., & Mangold, G.W. (1992). Adapting the SERVQUAL scale to hospital services: An empirical investigation. Health Services Reseach, 26 (6), 767- 786.
  • 5. Biscaia, R., Correia, A., Masayuki, Y., Rosado, A., & Marôco, J. (2013). The role of service quality and ticket pricing on satisfaction and behavioural intention within professional football. International Journal of Sports Marketing & Sponsorship, 14(49: 301-325.
  • 6. Bisschoff, C. A., & Lotriet, R. A. (2009). The service quality of the PUK rugby institute. Tydskrif vir Geesteswetenskappe, 49(2), 266-286.
  • 7. Bodet, G. (2006). Investigating customer satisfaction in a health club context by an application of the tetraclasse model. European Sport Management Quarterly, 6(2), 149-165.
  • 8. Byon, K.K., Zhang, J.J. & Baker, A.T. (2013). Impact of core and peripheral service quality on consumption behavior of professional team sport spectators as mediated by perceived value. European Sport Management Quarterly, 13(2): 232- 263.
  • 9. Carter, R.E. (2009). The Impact of perceived service quality on MBA student satisfaction and recommendations: Do expectations matter? Services Marketing Quarterly, 30: 234–248.
  • 10. Chang, Y. P., Zhu, D. H., & Wang, H. S. (2011). Influence of service quality on gamer loyalty in massively multiplayer online role-playing games. social behavior and personality, 39(10), 1297-1302.
  • 11. Chelladurai, P., & Chang, K. (2000). Targets and standards of quality in sport services. Sport Management Review, 3, 1–22.
  • 12. Chelladurai, P., Scott, F. L., & Haywood-Farmer, J. (1987). Dimensions of fitness services: Development of a model. Journal of Sport Management, 1, 159- 172.
  • 13. Cronin, J.J., & Taylor, S.A. (1992). Measuring service quality: A Reexamination and extension. Journal of Marketing, 56(3): 55-68.
  • 14. Dabholkar, P. A., Thorpe, D. I., & Rentz, J. (1996). A Measure of service quality for retail stores: Scale development and validation. Journal of The Academy of Marketing Science, 24(1): 3–16.
  • 15. de Barros, C., & Gonçalves, L. (2009). Investigating individual satisfaction in health and fitness training centres. International Journal of Sport Management and Marketing, 5(4): 384-395.
  • 16. Dölarslan, E. Ş. & Özer, A. (2014). Hizmet kalitesi, tatmin ve güvenin daha fazla ödeme eğilimi üzerindeki etkileri. Anadolu Üniversitesi Sosyal Bilimler Dergisi, 14 (1):31-58
  • 17. European Health & Fitness Association. (2012). http://www.ehfa.eu. Access Date, 21.2.2016.
  • 18. Fernandez, J., Carrion, G., & Ruitz, D. (2012). La Satisfaccion de clientes y su relacion con la percepcion de calidad en centro de fitness: Utilizacion de la escala CALIDFIT. Revista De Psicología Del Deporte, 21(2): 309-319.
  • 19. Ferrand, A., Robinson, L., & Valette-Florence, P. (2010). The intention-to-repurchase paradox: A case of the health and fitness industry. Journal of Sport Management, 24(1): 83-105.
  • 20. Fitzsimmons, J. A., & Fitzsimmons, M. J. (1994). Service management for competitive advantage. New York, NY: Mcgraw-Hill.
  • 21. González, M. E. A., & Brea, J. A. F. (2005). An investigation of the relationship among service quality, customer satisfaction and behavioural intentions in Spanish health spas. Journal of Hospitality & Leisure Marketing, 13(2): 67-90
  • 22. Greenwell, T. C., Fink, J. S., & Pastore, D. L. (2002). Assessing the influence of the physical sports facility on customer satisfaction within the context of the service experience. Sport Management Review, 5(2): 129-148.
  • 23. Kaura, V., & Datta, S. K., Vyas, V. (2012). impact of service quality on satisfaction and loyalty: Case of two public sector banks. Vilakshan: XIMB Journal of Management, 9(2):65-76.
  • 24. Kim, K.T., Bae, J., Kim J.C., & Lee, S. (2016). The Servicescape in the fitness center: measuring fitness center’s services. International Journal of Sport Management Recreation & Tourism, 21, 1-20.
  • 25. Kim, S. K., Yim, B. H., Byon, K. K., Yu, J. G., Lee, S. M., & Park, J. A. (2016). Spectator perception of service quality attributes associated with Shanghai Formula One: Importance and performance analysis approach. International Journal of Sports Marketing and Sponsorship, 17(2), 153-171.
  • 26. Ko, Y. J., & Pastore, D. L. (2005). A hierarchical model of service quality for the recreational sport industry. Sport Marketing Quarterly, 14(2), 84–97.
  • 27. Kotler, P. (1997). Marketing: An Introduction. Second Edition, USA: Prentice McGraw-Hill Companies.
  • 28. Kotler, P., Wong, V., Saunders, J., & Armstrong, G. (2005). Principles of Marketing (4th European Edition). Prentice Hall.
  • 29. Lam, E.T.C. (2000). Service Quality Assessment Scale: An instrument for evaluating service quality of health fitness clubs (A Dissertation for the Partial Fulfilment of the Requirements for the Degree Doctor of Philosophy Presented to the Faculty of the College of Education, University of Houston).
  • 30. Lam, E.T.C., Zhang, J.J. & Jensen, B.E. (2005). Service Quality Assessment Scale (SQAS): An instrument for evaluating service quality of health– fitness clubs. Measurement in Physical Education and Exercise Science, 9(2), 79-111.
  • 31. Larson, B. V., & Steinman, R. B. (2009). Driving NFL fan satisfaction and return intentions with concession service quality. Services Marketing Quarterly, 30(4), 418-428.
  • 32. Lee, S. Y., & Kim, J. H. (2014). Effects of servicescape on perceived service quality, satisfaction and behavioral outcomes in public service facilities. Journal of Asian Architecture and Building Engineering, 13(1), 125-131.
  • 33. Milne, G. R., & McDonald, M. A. (1999). Sport marketing: Managing the exchange process. Jones & Bartlett Learning.
  • 34. Moxham, C., & Wiseman, F. (2009). Examining the development, delivery and measurement of service quality in the fitness industry: A Case study. Total Quality Management, 20, 467–482.
  • 35. Ogorelc, A., & Snoj, B. (1998). Guests' satisfaction with tourism services: A Case of health resorts in Slovenia. Tour Rev. 2, 38–45.
  • 36. Papadimitriou, D. A. & Karteliotis, K. (2000). The service quality expectations in private sport and fitness centers: A Re-examination of the factor structure. Sport Marketing Quarterly, 9(3), 158-164.
  • 37. Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1994). Reassessment of expectations as a comparison standard in measuring service quality: Implications for future research. Journal of Marketing, 58, 111-124.
  • 38. Parasuraman, A., Zeithaml, V.A., & Berry, L.L (1991). Refinement and reassessment of The SERVQUAL scale. Journal of Retailing, 67(4), 420- 450.
  • 39. Parasuraman, A., Zeithaml, V.A., & Berry, L.L. (1988). SERVQUAL: A Multiple item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12-40.
  • 40. Srivastava, K., & Narendra, K. S. (2013). Service quality, corporate brand image, and switching behavior: The Mediating role of customer satisfaction and repurchase intention. Services Marketing Quarterly, 34, 274–291.
  • 41. Theodorakis, N. & Alexandris, K. (2008). Can service quality predict spectators’ behavioral intentions in professional soccer?. Managing Leisure, 13(3): 162-178.
  • 42. Theodorakis, N. D., Howat, G., Ko, Y.J., & Avourdiadou, S. (2014). A comparison of service evaluation models in the context of sport and fitness centres in Greece. Managing Leisure, 19(1): 18–35.
  • 43. Theodorakis, N., Kambitsis, C., & Laios, A. (2001). Relationship between measures of service quality and satisfaction of spectators in professional sports. Managing Service Quality: An International Journal, 11(6), 431-438.
  • 44. Tsitskari, E., Tsiotras, D., & Tsiotras, G. (2006). Measuring service quality in sport services. Total Quality Management, 17(5): 623–631.
  • 45. Tsuji, Y., Bennett, G., & Zhang, J. (2007). Consumer satisfaction with an action sports event. Sport Marketing Quarterly, 16(4), 199.
  • 46. Tüfekçi, Ö. (2010). Fitness merkezi müşterilerinin hizmet kalitesine yönelik beklenti ve algılarının değerlendirilmesi. Yayınlanmamış Yüksek Lisans Tezi. Balıkesir: Balıkesir Üniversitesi, Sosyal Bilimler Enstitüsü.
  • 47. Uçan Y. (2007). Spor-fitness merkezlerinin algilanan hizmet kalitesi ölçeğinin geliştirilmesi. Yayınlanmamış Doktora Tezi, Abant İzzet Baysal Üniversitesi, Sosyal Bilimler Enstitüsü.
  • 48. Wakefield, K.L., & Sloan, H.J. (1995). The effects of team loyalty and selected stadium factors on spectator attendance. Journal of Sport Management, 9, 153-172.
  • 49. Woodruff, R. B. (1997). Customer value: the next source for competitive advantage. Journal of the academy of marketing science, 25(2), 139-153.
  • 50. Yerlisu Lapa, T., & Baştaç, E. (2012). Evaluating the service quality assessment of individuals attending fitness centers in Antalya. Pamukkale Journal of Sport Sciences, 3(1), 42-52.
  • 51. Yıldız, S., & Tüfekçi, Ö. (2010). Fitness merkezi müşterilerinin hizmet kalitesine yönelik beklenti ve algılarinin değerlendirilmesi. Balıkesir Üniversitesi, Sosyal Bilimler Enstitüsü Dergisi, 13(24):1-11.
  • 52. Yıldız, Y. (2012). Fitness merkezlerinde müşteri tatmininin müşteri sadakati üzerindeki etkisinin araştirilmasi. Selçuk Üniversitesi Beden Eğitimi ve Spor Bilim Dergisi, 14(2), 217-222.
  • 53. Yıldız, Y., Onağ, Z., & Onağ, A. O. (2013). Spor ve rekreasyon hizmetlerinde algilanan hizmet kalitesinin incelenmesi: fitness merkezi örneği. Uluslararası Hakemli Beşeri ve Akademik Bilimler Dergisi, 2(3): 114-130.
  • 54. Yu, H. S., Zhang, J. J., Kim, D. H., Chen, K. K., Henderson, C., Min, S. D., & Huang, H. (2014). Service quality, perceived value, customer satisfaction, and behavioral intention among fitness center members aged 60 years and over. Social Behavior and Personality: an international journal, 42(5), 757-767.
  • 55. Zhang, J.J., Connaughton, D.P., Ellis, M.H., Braunstein, J.R., Cianfrone, B., & Vaughn, C. (2004). Consumer expectations of market demand variables of an NFL expansion team. Journal of Contemporary Athletics, Vol. 1 No. 1, pp. 15-39.

AN ANALYSIS ON THE DETERMINANTS OF SERVICE QUALITY PERCEIVED BY MEMBERS OF THE FITNESS CENTER

Year 2016, Volume: 10 Issue: 3, 453 - 464, 01.12.2016

Abstract

In this research, it is aimed to determine the determinants of service quality perceived by fitness center members. Scanning model from quantitative research methods was used in the research. The study group consisted of 301 women and 390 men in total 691 members who participated the research voluntarily and were selected through an easily accessible sample. The "SportFitness Centers Perceived Service Quality Scale SFC-PSQS " developed by Uçan 2007 was used in the study. In the analysis of the data, independent t-test, correlation analysis and logistic regression tests were applied. According to obtained findings, significant and moderate relationships were determined between service quality sub-dimensions in positive direction whereas Independent T test results showed that service quality perceptions of participants who evaluated the program as expensive were found to be significantly lower in all sub-dimensions. Considering the logistic regression results, it was determined that variable of "physical environment quality" from perceived service quality sub-dimensions had an effect on the level of program fees of the members. It seems that 1 unit increase in physical environment quality variable caused 6.1% decrease in "program fee prediction" related to odds value. It can be stated that 11% of the total variance of program fee levels predicts perceived service quality. As a result, it is considered that only one factor cannot be effective in ensuring the continuity of sport-fitness center customers and the sustainability of the business. This is because factors such as customer expectations, equipment, experience of fitness center, customer loyalty, physical appearance that may affect individual consumer satisfaction are important factors

References

  • 1. Alexandris, K., Zahariadis, P., Tsorbatzoudis, C., & Grouios, G. (2004). An Empirical investigation of the relationships among service quality, customer satisfaction and psychological commitment in a health club context. European Sport Management Quarterly, 4(1), 36–52.
  • 2. Aslan, M., & Koçak, M. S. (2011). Determination of the service quality among sport and fitness centers of the selected universities. International Journal of Human Sciences, 8 (2): 817-833.
  • 3. Athanassopoulos, A. D. (2000). Customer satisfaction cues to support market segmentation and explain switching behavior. Journal of Business Research, 47, 191-207.
  • 4. Babakus, E., & Mangold, G.W. (1992). Adapting the SERVQUAL scale to hospital services: An empirical investigation. Health Services Reseach, 26 (6), 767- 786.
  • 5. Biscaia, R., Correia, A., Masayuki, Y., Rosado, A., & Marôco, J. (2013). The role of service quality and ticket pricing on satisfaction and behavioural intention within professional football. International Journal of Sports Marketing & Sponsorship, 14(49: 301-325.
  • 6. Bisschoff, C. A., & Lotriet, R. A. (2009). The service quality of the PUK rugby institute. Tydskrif vir Geesteswetenskappe, 49(2), 266-286.
  • 7. Bodet, G. (2006). Investigating customer satisfaction in a health club context by an application of the tetraclasse model. European Sport Management Quarterly, 6(2), 149-165.
  • 8. Byon, K.K., Zhang, J.J. & Baker, A.T. (2013). Impact of core and peripheral service quality on consumption behavior of professional team sport spectators as mediated by perceived value. European Sport Management Quarterly, 13(2): 232- 263.
  • 9. Carter, R.E. (2009). The Impact of perceived service quality on MBA student satisfaction and recommendations: Do expectations matter? Services Marketing Quarterly, 30: 234–248.
  • 10. Chang, Y. P., Zhu, D. H., & Wang, H. S. (2011). Influence of service quality on gamer loyalty in massively multiplayer online role-playing games. social behavior and personality, 39(10), 1297-1302.
  • 11. Chelladurai, P., & Chang, K. (2000). Targets and standards of quality in sport services. Sport Management Review, 3, 1–22.
  • 12. Chelladurai, P., Scott, F. L., & Haywood-Farmer, J. (1987). Dimensions of fitness services: Development of a model. Journal of Sport Management, 1, 159- 172.
  • 13. Cronin, J.J., & Taylor, S.A. (1992). Measuring service quality: A Reexamination and extension. Journal of Marketing, 56(3): 55-68.
  • 14. Dabholkar, P. A., Thorpe, D. I., & Rentz, J. (1996). A Measure of service quality for retail stores: Scale development and validation. Journal of The Academy of Marketing Science, 24(1): 3–16.
  • 15. de Barros, C., & Gonçalves, L. (2009). Investigating individual satisfaction in health and fitness training centres. International Journal of Sport Management and Marketing, 5(4): 384-395.
  • 16. Dölarslan, E. Ş. & Özer, A. (2014). Hizmet kalitesi, tatmin ve güvenin daha fazla ödeme eğilimi üzerindeki etkileri. Anadolu Üniversitesi Sosyal Bilimler Dergisi, 14 (1):31-58
  • 17. European Health & Fitness Association. (2012). http://www.ehfa.eu. Access Date, 21.2.2016.
  • 18. Fernandez, J., Carrion, G., & Ruitz, D. (2012). La Satisfaccion de clientes y su relacion con la percepcion de calidad en centro de fitness: Utilizacion de la escala CALIDFIT. Revista De Psicología Del Deporte, 21(2): 309-319.
  • 19. Ferrand, A., Robinson, L., & Valette-Florence, P. (2010). The intention-to-repurchase paradox: A case of the health and fitness industry. Journal of Sport Management, 24(1): 83-105.
  • 20. Fitzsimmons, J. A., & Fitzsimmons, M. J. (1994). Service management for competitive advantage. New York, NY: Mcgraw-Hill.
  • 21. González, M. E. A., & Brea, J. A. F. (2005). An investigation of the relationship among service quality, customer satisfaction and behavioural intentions in Spanish health spas. Journal of Hospitality & Leisure Marketing, 13(2): 67-90
  • 22. Greenwell, T. C., Fink, J. S., & Pastore, D. L. (2002). Assessing the influence of the physical sports facility on customer satisfaction within the context of the service experience. Sport Management Review, 5(2): 129-148.
  • 23. Kaura, V., & Datta, S. K., Vyas, V. (2012). impact of service quality on satisfaction and loyalty: Case of two public sector banks. Vilakshan: XIMB Journal of Management, 9(2):65-76.
  • 24. Kim, K.T., Bae, J., Kim J.C., & Lee, S. (2016). The Servicescape in the fitness center: measuring fitness center’s services. International Journal of Sport Management Recreation & Tourism, 21, 1-20.
  • 25. Kim, S. K., Yim, B. H., Byon, K. K., Yu, J. G., Lee, S. M., & Park, J. A. (2016). Spectator perception of service quality attributes associated with Shanghai Formula One: Importance and performance analysis approach. International Journal of Sports Marketing and Sponsorship, 17(2), 153-171.
  • 26. Ko, Y. J., & Pastore, D. L. (2005). A hierarchical model of service quality for the recreational sport industry. Sport Marketing Quarterly, 14(2), 84–97.
  • 27. Kotler, P. (1997). Marketing: An Introduction. Second Edition, USA: Prentice McGraw-Hill Companies.
  • 28. Kotler, P., Wong, V., Saunders, J., & Armstrong, G. (2005). Principles of Marketing (4th European Edition). Prentice Hall.
  • 29. Lam, E.T.C. (2000). Service Quality Assessment Scale: An instrument for evaluating service quality of health fitness clubs (A Dissertation for the Partial Fulfilment of the Requirements for the Degree Doctor of Philosophy Presented to the Faculty of the College of Education, University of Houston).
  • 30. Lam, E.T.C., Zhang, J.J. & Jensen, B.E. (2005). Service Quality Assessment Scale (SQAS): An instrument for evaluating service quality of health– fitness clubs. Measurement in Physical Education and Exercise Science, 9(2), 79-111.
  • 31. Larson, B. V., & Steinman, R. B. (2009). Driving NFL fan satisfaction and return intentions with concession service quality. Services Marketing Quarterly, 30(4), 418-428.
  • 32. Lee, S. Y., & Kim, J. H. (2014). Effects of servicescape on perceived service quality, satisfaction and behavioral outcomes in public service facilities. Journal of Asian Architecture and Building Engineering, 13(1), 125-131.
  • 33. Milne, G. R., & McDonald, M. A. (1999). Sport marketing: Managing the exchange process. Jones & Bartlett Learning.
  • 34. Moxham, C., & Wiseman, F. (2009). Examining the development, delivery and measurement of service quality in the fitness industry: A Case study. Total Quality Management, 20, 467–482.
  • 35. Ogorelc, A., & Snoj, B. (1998). Guests' satisfaction with tourism services: A Case of health resorts in Slovenia. Tour Rev. 2, 38–45.
  • 36. Papadimitriou, D. A. & Karteliotis, K. (2000). The service quality expectations in private sport and fitness centers: A Re-examination of the factor structure. Sport Marketing Quarterly, 9(3), 158-164.
  • 37. Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1994). Reassessment of expectations as a comparison standard in measuring service quality: Implications for future research. Journal of Marketing, 58, 111-124.
  • 38. Parasuraman, A., Zeithaml, V.A., & Berry, L.L (1991). Refinement and reassessment of The SERVQUAL scale. Journal of Retailing, 67(4), 420- 450.
  • 39. Parasuraman, A., Zeithaml, V.A., & Berry, L.L. (1988). SERVQUAL: A Multiple item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12-40.
  • 40. Srivastava, K., & Narendra, K. S. (2013). Service quality, corporate brand image, and switching behavior: The Mediating role of customer satisfaction and repurchase intention. Services Marketing Quarterly, 34, 274–291.
  • 41. Theodorakis, N. & Alexandris, K. (2008). Can service quality predict spectators’ behavioral intentions in professional soccer?. Managing Leisure, 13(3): 162-178.
  • 42. Theodorakis, N. D., Howat, G., Ko, Y.J., & Avourdiadou, S. (2014). A comparison of service evaluation models in the context of sport and fitness centres in Greece. Managing Leisure, 19(1): 18–35.
  • 43. Theodorakis, N., Kambitsis, C., & Laios, A. (2001). Relationship between measures of service quality and satisfaction of spectators in professional sports. Managing Service Quality: An International Journal, 11(6), 431-438.
  • 44. Tsitskari, E., Tsiotras, D., & Tsiotras, G. (2006). Measuring service quality in sport services. Total Quality Management, 17(5): 623–631.
  • 45. Tsuji, Y., Bennett, G., & Zhang, J. (2007). Consumer satisfaction with an action sports event. Sport Marketing Quarterly, 16(4), 199.
  • 46. Tüfekçi, Ö. (2010). Fitness merkezi müşterilerinin hizmet kalitesine yönelik beklenti ve algılarının değerlendirilmesi. Yayınlanmamış Yüksek Lisans Tezi. Balıkesir: Balıkesir Üniversitesi, Sosyal Bilimler Enstitüsü.
  • 47. Uçan Y. (2007). Spor-fitness merkezlerinin algilanan hizmet kalitesi ölçeğinin geliştirilmesi. Yayınlanmamış Doktora Tezi, Abant İzzet Baysal Üniversitesi, Sosyal Bilimler Enstitüsü.
  • 48. Wakefield, K.L., & Sloan, H.J. (1995). The effects of team loyalty and selected stadium factors on spectator attendance. Journal of Sport Management, 9, 153-172.
  • 49. Woodruff, R. B. (1997). Customer value: the next source for competitive advantage. Journal of the academy of marketing science, 25(2), 139-153.
  • 50. Yerlisu Lapa, T., & Baştaç, E. (2012). Evaluating the service quality assessment of individuals attending fitness centers in Antalya. Pamukkale Journal of Sport Sciences, 3(1), 42-52.
  • 51. Yıldız, S., & Tüfekçi, Ö. (2010). Fitness merkezi müşterilerinin hizmet kalitesine yönelik beklenti ve algılarinin değerlendirilmesi. Balıkesir Üniversitesi, Sosyal Bilimler Enstitüsü Dergisi, 13(24):1-11.
  • 52. Yıldız, Y. (2012). Fitness merkezlerinde müşteri tatmininin müşteri sadakati üzerindeki etkisinin araştirilmasi. Selçuk Üniversitesi Beden Eğitimi ve Spor Bilim Dergisi, 14(2), 217-222.
  • 53. Yıldız, Y., Onağ, Z., & Onağ, A. O. (2013). Spor ve rekreasyon hizmetlerinde algilanan hizmet kalitesinin incelenmesi: fitness merkezi örneği. Uluslararası Hakemli Beşeri ve Akademik Bilimler Dergisi, 2(3): 114-130.
  • 54. Yu, H. S., Zhang, J. J., Kim, D. H., Chen, K. K., Henderson, C., Min, S. D., & Huang, H. (2014). Service quality, perceived value, customer satisfaction, and behavioral intention among fitness center members aged 60 years and over. Social Behavior and Personality: an international journal, 42(5), 757-767.
  • 55. Zhang, J.J., Connaughton, D.P., Ellis, M.H., Braunstein, J.R., Cianfrone, B., & Vaughn, C. (2004). Consumer expectations of market demand variables of an NFL expansion team. Journal of Contemporary Athletics, Vol. 1 No. 1, pp. 15-39.
There are 55 citations in total.

Details

Primary Language Turkish
Journal Section Research Article
Authors

Kadir Yıldız

Ercan Polat This is me

Uğur Sönmezoğlu This is me

Cengiz Çokpartal This is me

Publication Date December 1, 2016
Published in Issue Year 2016 Volume: 10 Issue: 3

Cite

APA Yıldız, K., Polat, E., Sönmezoğlu, U., Çokpartal, C. (2016). FİTNESS MERKEZİ ÜYELERİNİN ALGILADIKLARI HİZMET KALİTESİNİN BELİRLEYİCİLERİ ÜZERİNE BİR ANALİZ. Beden Eğitimi Ve Spor Bilimleri Dergisi, 10(3), 453-464.

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