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SPOR ORGANİZASYONLARINDA ALGILANAN HİZMET KALİTESİ VE MEMNUNİYET: 17. AKDENİZ OYUNLARINA KATILAN SPORCULAR ÜZERİNE BİR ARAŞTIRMA

Year 2015, Volume: 12 Issue: 1, 1 - 25, 01.06.2015

Abstract

Bu çalışmanın amacı 17. Akdeniz Oyunları’na katılan sporcuların, oyunlar süresince aldıkları konaklama hizmetlerine ilişkin kalite algıları ve memnuniyet seviyelerinin tespit edilmesidir. Sporcuların 17. Akdeniz Oyunları Konaklama Köyü’ne ilişkin (Mersin) hizmet kalitesi algılarını ölçebilmek üzere 28 ifadeden oluşan bir anket uygulanmış ve süreç sonunda katılımcılardan 297 kullanılabilir anket elde edilmiştir. Çoklu regresyon analiz bulguları neticesinde; sporcuların genel memnuniyetlerini en fazla etkileyen faktörün “Genel Hizmetler” faktörü olduğu (β=,416), ikinci sırada (β=,165) ile “Yiyecek Hizmetleri”nin geldiği, üçüncü sırada ise “Gönüllülük Hizmeti” (β =,115) faktörünün yer aldığı sonucuna ulaşılmıştır

References

  • Akbaba, A. (2006). Measuring service quality in the hotel industry: A study in a business hotel in Turkey. International Journal of Hospitality Management, 25(2), 170-192.
  • Alexandris, K., Zahariadis, P., Tsorbatzoudis, C. ve 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.
  • Alpar, R. (2012). Spor, sağlık ve eğitim bilimlerinden örneklerle uygulamalı istatistik ve geçerlik-güvenirlik. Ankara: Detay Yayıncılık.
  • Argan, M. (2004). Spor ve turizm pazarlamasının kesişim noktası olarak spor turizmine kuramsal bir bakış. Anatolia: Turizm Araştırmaları Dergisi, 15(2), 158-168.
  • Bei, L. T. ve Chiao, Y. C. (2001). An integrated model for the effects of perceived product, perceived service quality, and perceived price fairness on consumer satisfaction and loyalty. Journal of Consumer Satisfaction Dissatisfaction and Complaining Behavior, 14, 125-140.
  • Bowen, D. (2001). Antecedents of consumer satisfaction and dis-satisfaction (CS/D) on long-haul inclusive tours—a reality check on theoretical considerations. Tourism management, 22(1), 49-61.
  • Büyüköztürk, Ş. (2009). Sosyal bilimler için veri analizi el kitabı. Ankara: Pegem Akademi.
  • Chi, C. G. Q. ve Qu, H. (2008). Examining the structural relationships of destination image, tourist satisfaction and destination loyalty: An integrated approach. Tourism management, 29(4), 624-636.
  • Choi, T. Y. ve Chu, R. (2001). Determinants of hotel guests’ satisfaction and repeat patronage in the Hong Kong hotel industry. International Journal of Hospitality Management, 20(3), 277-297.
  • Chow, H. S., Lau, V. P., Lo, W. C., Sha, Z. ve Yun, H. (2007). Service quality in restaurant operations in China: decision-and experiential- oriented Management, 26(3), 698-710. International Journal of Hospitality
  • Çakıcı, C. ve Yavuz, G. (2012). 2013 Akdeniz Oyunları Bağlamında Spor Etkinlikleri ve Olası Etkileri, I. Doğu Akdeniz Turizm Sempozyumu, Çağ Üniversitesi, Mersin, 13-28.
  • Çokluk, Ö., Şekercioğlu, G. ve Büyüköztürk, Ş. (2010). Sosyal bilimler için çok değişkenli istatistik - spss ve lisrel uygulamaları. Ankara: Pegem Akademi.
  • Deloitte (2013), Kalıcı bir miras - önemli spor etkinlikleri ev sahibi ülkeler ve (http://www.deloitte.com/assets/DcomTurkey/Local%20Assets/Docu ments/turkey-tr_ps_KaliciBirMiras_160610.pdf) (Erişim Tarihi: 30 Aralık 2013). nasıl olumlu bir değişim sağlayabilir.
  • Engel, J. F., Blackwell, R. D. ve Miniard, P. W. (1990). Customer behavior. 6th ed. Dryden, Chicago, IL.
  • Ersungur, Ş. M. ve Akıncı, M. (2013). 2011 Universiade Kış Oyunlarının Erzurum Ekonomisi Üzerindeki Etkileri: Bir Uygulama, Journal of Yaşar University, 30(8), 5064-5085.
  • Essex, S. ve Chalkley, B. (1998). Olympic Games: Catalyst of urban change. Leisure Studies, 17, 187-206.
  • Fornell, C., Johnson, M. D., Anderson, E. W., Cha, J. ve Bryant, B. E. (1996). The American customer satisfaction index: nature, purpose, and findings. The Journal of Marketing, 7-18.
  • Getz, D. (2008). Event Tourism: Definition, Evolution and Research, Tourism Management, 29(3), 403-428.
  • Gronroos, C. (1990). Service management and marketing: Service management and marketing: managing the moments of truth in service competition. Jossey-Bass. Gsb (2013b). Akdeniz Oyunları Tarihçesi. (URL: http://mersin.gsb.gov.tr/Sayfalar/AkdenizOyunlar%C4%B1Tarih%C3 %A7esi.aspx), (Erişim Tarihi: 06 Eylül 2013).
  • Hair, J. F. Jr., Black, W. C., Babin, B. J. ve Anderson, R. E. (2010). Multivariate data analysis (7th ed.). Upper Saddle River: Prentice Hall.
  • Hartline, M. D. ve Jones, K. C. (1996). Employee performance cues in a hotel service environment: influence on perceived service quality, value, and word-of-mouth intentions. Journal of Business Research, 35(3), 207-215.
  • Hudson, S. ve Shephard, G. W. (1998). Measuring service quality at tourist destinations: An application of importance-performance analysis to an alpine ski resort. Journal of Travel & Tourism Marketing, 7(3), 61-77.
  • Johnston, R. (1995). The determinants of service quality: satisfiers and dissatisfiers. International Journal of Service industry management, 6(5), 53-71.
  • Kalaycı, Ş. (2010). SPSS uygulamalı çok değişkenli istatistik teknikleri. Ankara: Asil Yayın Dağıtım.
  • Karasar, N. (2014). Bilimsel araştırma yöntemi. Ankara: Nobel Yayın Dağıtım.
  • Kim, W. G. ve Cha, Y. (2002). Antecedents and consequences of relationship quality in hotel industry. International Journal of Hospitality Management, 21(4), 321-338.
  • Lee, J., Graefe, A. R. ve Burns, R. C. (2007). Examining the antecedents of destination loyalty in a forest setting. Leisure Sciences, 29(5), 463- 481.
  • Lewis, R. C. ve Booms, B. H. (1983). The marketing aspects of service quality. Emerging perspectives on services marketing, 65(4), 99-107.
  • Malfas, M., Theodoraki, E. ve Houlihan, B. (2004). Impacts of the Olympic Games as Mega-Events. Municipial Engineer, 157(3), 209-220.
  • Matheson, V. A. ve Baade, R. A. (2004). Mega-Sporting events in developing nations: Playing the way to prosperity? The South African Journal Economics, 72(5), 1085-1096.
  • Mules, T. (1998). Taxpayer Subsidies for Major Sporting Events, Sport Management Review, 1, 25-43.
  • Murray, D. ve Howat, G. (2002). The relationships among service quality, value, satisfaction, and future intentions of customers at an Australian sports and leisure centre. Sport Management Review, 5(1), 25-43.
  • Oh, H. (1999). Service quality, customer satisfaction, and customer value: A holistic perspective. International Journal of Hospitality Management, 18(1), 67-82.
  • Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of marketing research, 460-469.
  • Ostrom, A. ve Iacobucci, D. (1995). Consumer trade-offs and the evaluation of services. The Journal of Marketing, 17-28.
  • Owen, J. G. (2005). Estimating the Cost and Benefit of Hosting Olympic Games: What Can Beijing Expect from Its 2008 Games, The Industrial Geographer, 3(1), 1-18.
  • Parasuraman, A., Zeithaml, V. A. ve Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. The Journal of Marketing, 41-50.
  • Parasuraman, A., Zeithaml, V. A. ve Berry, L. L. (1994). Alternative scales for measuring service quality: a comparative assessment based on psychometric and diagnostic criteria. Journal of retailing, 70(3), 201- 230.
  • Shonk, D. J. ve Chelladurai, P. (2009). Model of service quality in event sport tourism: Development of a scale. International Journal of Sport Management and Marketing, 6(3), 292-307.
  • Spathis, C., Petridou, E. ve Glaveli, N. (2004). Managing service quality in banks: customers’ gender effects. Managing Service Quality, 14(1), 90-102.
  • Spreng, R. A. ve Mackoy, R. D. (1996). An empirical examination of a model of perceived service quality and satisfaction. Journal of Retailing, 72(2), 201-214.
  • Tsaur, S. H. ve Lin, Y. C. (2004). Promoting service quality in tourist hotels: the role of HRM practices and service behavior. Tourism Management, 25(4), 471-481.
  • Wang, Y., Lo, H. P. ve Yang, Y. (2004). An integrated framework for service quality, customer value, satisfaction: evidence from China's telecommunication industry. Information Systems Frontiers, 6(4), 325-340.
  • Wong, J., Wu, H. C. ve Cheng, C. C. (2014). An empirical analysis of synthesizing the effects of festival quality, emotion, festival image and festival satisfaction on festival loyalty: A case study of Macau Food Festival. International Journal of Tourism Research.
  • Visit Scotland (2012). “Sport Tourism - The Scale of Opportunity from hosting (http://www.visitscotland.org/pdf/Sport%20Tourism%20%20Scale%2 0of%20Opportunity%20from%20hosting%20a%20mega%20event.pd f), (Erişim Tarihi: 03 Mart 2014). Insight Department
  • Yu, S. H. (2007). An empirical investigation on the economic consequences of customer satisfaction. Total Quality Management, 18(5), 555-569.
  • Zeithaml, V. A., Berry, L. L. ve Parasuraman, A. (1988). Communication and control processes in the delivery of service quality. The Journal of Marketing, 35-48.
  • Zeithaml, V. A., Berry, L. L. ve Parasuraman, A. (1996). The behavioral consequences of service quality. The Journal of Marketing, 31-46.
  • Zeithaml, V. A., Parasuraman, A. ve Berry, L. L. (1990). Delivering quality service: Balancing customer perceptions and expectations. Simon and Schuster.

Perceived Service Quality and Satisfaction at Sport Organizations: Case of the Athletes Participating in The 17th Mediterranean Games

Year 2015, Volume: 12 Issue: 1, 1 - 25, 01.06.2015

Abstract

This study aims to determine the quality perception of the athletes participating in the 17th mediterranean games towards accommodation services. The sample of the study comprises of 297 athletes, competing in the Mediterranean Games. In order to measure the perceptions of the athletes towards the quality of accomodation facilities for the 17th Mediterranean Games, a survey consisting of 28 items was applied to them in the study. According to multiple regression analysis the results obtained; it was concluded that the quality factors affecting the satisfaction of the athletes most were “General Services” (β =,416), “Food Services” came second (β =,165), and “Voluntary Services” came third (β =,115)

References

  • Akbaba, A. (2006). Measuring service quality in the hotel industry: A study in a business hotel in Turkey. International Journal of Hospitality Management, 25(2), 170-192.
  • Alexandris, K., Zahariadis, P., Tsorbatzoudis, C. ve 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.
  • Alpar, R. (2012). Spor, sağlık ve eğitim bilimlerinden örneklerle uygulamalı istatistik ve geçerlik-güvenirlik. Ankara: Detay Yayıncılık.
  • Argan, M. (2004). Spor ve turizm pazarlamasının kesişim noktası olarak spor turizmine kuramsal bir bakış. Anatolia: Turizm Araştırmaları Dergisi, 15(2), 158-168.
  • Bei, L. T. ve Chiao, Y. C. (2001). An integrated model for the effects of perceived product, perceived service quality, and perceived price fairness on consumer satisfaction and loyalty. Journal of Consumer Satisfaction Dissatisfaction and Complaining Behavior, 14, 125-140.
  • Bowen, D. (2001). Antecedents of consumer satisfaction and dis-satisfaction (CS/D) on long-haul inclusive tours—a reality check on theoretical considerations. Tourism management, 22(1), 49-61.
  • Büyüköztürk, Ş. (2009). Sosyal bilimler için veri analizi el kitabı. Ankara: Pegem Akademi.
  • Chi, C. G. Q. ve Qu, H. (2008). Examining the structural relationships of destination image, tourist satisfaction and destination loyalty: An integrated approach. Tourism management, 29(4), 624-636.
  • Choi, T. Y. ve Chu, R. (2001). Determinants of hotel guests’ satisfaction and repeat patronage in the Hong Kong hotel industry. International Journal of Hospitality Management, 20(3), 277-297.
  • Chow, H. S., Lau, V. P., Lo, W. C., Sha, Z. ve Yun, H. (2007). Service quality in restaurant operations in China: decision-and experiential- oriented Management, 26(3), 698-710. International Journal of Hospitality
  • Çakıcı, C. ve Yavuz, G. (2012). 2013 Akdeniz Oyunları Bağlamında Spor Etkinlikleri ve Olası Etkileri, I. Doğu Akdeniz Turizm Sempozyumu, Çağ Üniversitesi, Mersin, 13-28.
  • Çokluk, Ö., Şekercioğlu, G. ve Büyüköztürk, Ş. (2010). Sosyal bilimler için çok değişkenli istatistik - spss ve lisrel uygulamaları. Ankara: Pegem Akademi.
  • Deloitte (2013), Kalıcı bir miras - önemli spor etkinlikleri ev sahibi ülkeler ve (http://www.deloitte.com/assets/DcomTurkey/Local%20Assets/Docu ments/turkey-tr_ps_KaliciBirMiras_160610.pdf) (Erişim Tarihi: 30 Aralık 2013). nasıl olumlu bir değişim sağlayabilir.
  • Engel, J. F., Blackwell, R. D. ve Miniard, P. W. (1990). Customer behavior. 6th ed. Dryden, Chicago, IL.
  • Ersungur, Ş. M. ve Akıncı, M. (2013). 2011 Universiade Kış Oyunlarının Erzurum Ekonomisi Üzerindeki Etkileri: Bir Uygulama, Journal of Yaşar University, 30(8), 5064-5085.
  • Essex, S. ve Chalkley, B. (1998). Olympic Games: Catalyst of urban change. Leisure Studies, 17, 187-206.
  • Fornell, C., Johnson, M. D., Anderson, E. W., Cha, J. ve Bryant, B. E. (1996). The American customer satisfaction index: nature, purpose, and findings. The Journal of Marketing, 7-18.
  • Getz, D. (2008). Event Tourism: Definition, Evolution and Research, Tourism Management, 29(3), 403-428.
  • Gronroos, C. (1990). Service management and marketing: Service management and marketing: managing the moments of truth in service competition. Jossey-Bass. Gsb (2013b). Akdeniz Oyunları Tarihçesi. (URL: http://mersin.gsb.gov.tr/Sayfalar/AkdenizOyunlar%C4%B1Tarih%C3 %A7esi.aspx), (Erişim Tarihi: 06 Eylül 2013).
  • Hair, J. F. Jr., Black, W. C., Babin, B. J. ve Anderson, R. E. (2010). Multivariate data analysis (7th ed.). Upper Saddle River: Prentice Hall.
  • Hartline, M. D. ve Jones, K. C. (1996). Employee performance cues in a hotel service environment: influence on perceived service quality, value, and word-of-mouth intentions. Journal of Business Research, 35(3), 207-215.
  • Hudson, S. ve Shephard, G. W. (1998). Measuring service quality at tourist destinations: An application of importance-performance analysis to an alpine ski resort. Journal of Travel & Tourism Marketing, 7(3), 61-77.
  • Johnston, R. (1995). The determinants of service quality: satisfiers and dissatisfiers. International Journal of Service industry management, 6(5), 53-71.
  • Kalaycı, Ş. (2010). SPSS uygulamalı çok değişkenli istatistik teknikleri. Ankara: Asil Yayın Dağıtım.
  • Karasar, N. (2014). Bilimsel araştırma yöntemi. Ankara: Nobel Yayın Dağıtım.
  • Kim, W. G. ve Cha, Y. (2002). Antecedents and consequences of relationship quality in hotel industry. International Journal of Hospitality Management, 21(4), 321-338.
  • Lee, J., Graefe, A. R. ve Burns, R. C. (2007). Examining the antecedents of destination loyalty in a forest setting. Leisure Sciences, 29(5), 463- 481.
  • Lewis, R. C. ve Booms, B. H. (1983). The marketing aspects of service quality. Emerging perspectives on services marketing, 65(4), 99-107.
  • Malfas, M., Theodoraki, E. ve Houlihan, B. (2004). Impacts of the Olympic Games as Mega-Events. Municipial Engineer, 157(3), 209-220.
  • Matheson, V. A. ve Baade, R. A. (2004). Mega-Sporting events in developing nations: Playing the way to prosperity? The South African Journal Economics, 72(5), 1085-1096.
  • Mules, T. (1998). Taxpayer Subsidies for Major Sporting Events, Sport Management Review, 1, 25-43.
  • Murray, D. ve Howat, G. (2002). The relationships among service quality, value, satisfaction, and future intentions of customers at an Australian sports and leisure centre. Sport Management Review, 5(1), 25-43.
  • Oh, H. (1999). Service quality, customer satisfaction, and customer value: A holistic perspective. International Journal of Hospitality Management, 18(1), 67-82.
  • Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of marketing research, 460-469.
  • Ostrom, A. ve Iacobucci, D. (1995). Consumer trade-offs and the evaluation of services. The Journal of Marketing, 17-28.
  • Owen, J. G. (2005). Estimating the Cost and Benefit of Hosting Olympic Games: What Can Beijing Expect from Its 2008 Games, The Industrial Geographer, 3(1), 1-18.
  • Parasuraman, A., Zeithaml, V. A. ve Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. The Journal of Marketing, 41-50.
  • Parasuraman, A., Zeithaml, V. A. ve Berry, L. L. (1994). Alternative scales for measuring service quality: a comparative assessment based on psychometric and diagnostic criteria. Journal of retailing, 70(3), 201- 230.
  • Shonk, D. J. ve Chelladurai, P. (2009). Model of service quality in event sport tourism: Development of a scale. International Journal of Sport Management and Marketing, 6(3), 292-307.
  • Spathis, C., Petridou, E. ve Glaveli, N. (2004). Managing service quality in banks: customers’ gender effects. Managing Service Quality, 14(1), 90-102.
  • Spreng, R. A. ve Mackoy, R. D. (1996). An empirical examination of a model of perceived service quality and satisfaction. Journal of Retailing, 72(2), 201-214.
  • Tsaur, S. H. ve Lin, Y. C. (2004). Promoting service quality in tourist hotels: the role of HRM practices and service behavior. Tourism Management, 25(4), 471-481.
  • Wang, Y., Lo, H. P. ve Yang, Y. (2004). An integrated framework for service quality, customer value, satisfaction: evidence from China's telecommunication industry. Information Systems Frontiers, 6(4), 325-340.
  • Wong, J., Wu, H. C. ve Cheng, C. C. (2014). An empirical analysis of synthesizing the effects of festival quality, emotion, festival image and festival satisfaction on festival loyalty: A case study of Macau Food Festival. International Journal of Tourism Research.
  • Visit Scotland (2012). “Sport Tourism - The Scale of Opportunity from hosting (http://www.visitscotland.org/pdf/Sport%20Tourism%20%20Scale%2 0of%20Opportunity%20from%20hosting%20a%20mega%20event.pd f), (Erişim Tarihi: 03 Mart 2014). Insight Department
  • Yu, S. H. (2007). An empirical investigation on the economic consequences of customer satisfaction. Total Quality Management, 18(5), 555-569.
  • Zeithaml, V. A., Berry, L. L. ve Parasuraman, A. (1988). Communication and control processes in the delivery of service quality. The Journal of Marketing, 35-48.
  • Zeithaml, V. A., Berry, L. L. ve Parasuraman, A. (1996). The behavioral consequences of service quality. The Journal of Marketing, 31-46.
  • Zeithaml, V. A., Parasuraman, A. ve Berry, L. L. (1990). Delivering quality service: Balancing customer perceptions and expectations. Simon and Schuster.
There are 49 citations in total.

Details

Other ID JA29GG63SV
Journal Section Research Article
Authors

Gürkan Akdağ This is me

Ozan Güler This is me

Alper Duran This is me

Ali Dalgıç

Publication Date June 1, 2015
Published in Issue Year 2015 Volume: 12 Issue: 1

Cite

APA Akdağ, G., Güler, O., Duran, A., Dalgıç, A. (2015). SPOR ORGANİZASYONLARINDA ALGILANAN HİZMET KALİTESİ VE MEMNUNİYET: 17. AKDENİZ OYUNLARINA KATILAN SPORCULAR ÜZERİNE BİR ARAŞTIRMA. Çağ Üniversitesi Sosyal Bilimler Dergisi, 12(1), 1-25.