KATILIMA DAYALI SPOR HİZMETLERİNDE HİZMET KALİTESİ MODELLERİ

Abstract

Bu makalenin amacı, katılıma dayalı spor hizmetlerinde kaliteyi incelemek ve günümüze kadar yapılmış olan araştırmaların bir özetini ortaya koymaktır. Bu inceleme, spor hizmetleri ile ilişkili literatürün hala oluşum safhasında olduğunu ve geliştirilen modeller üzerinde bir uzlaşmanın olmadığını, ayrıca katılıma dayalı spor hizmetlerinin diğer hizmet sektörlerinden farklı öznitelik ve boyutlara sahip olduğunu göstermektedir. Sonuç olarak, yapılan araştırmaların ortaya çıkardığı modeller, daha da netleşmesi açısından, gelecekte farklı örneklem grupları üzerinde test edilmesine ihtiyaç duymaktadır

Keywords

• Hizmet kalitesi, model, ölçek, spor

SERVICE QUALITY MODELS IN PARTICIPANT SPORTS SERVICES

Abstract

This article aims to examine service quality in participant sports and to present a summary of the studies carried out to date. This study demonstrates that sport services literature is still in its infancy and no agreement exists on the developed models; furthermore, participant sports services possess different attributes and dimensions than other service industries. Consequently, the models produced by the studies need to be tested in the future on different sample groups for further clarification

Keywords

• Service quality, model, instrument, sport

References

1. Amman, M.T. (2000), Spor Sosyolojisi. Ed: H.C. İkizler, Sporda Sosyal Bilimler, İstanbul: Alfa Basım.
2. Asubonteng, P., McCleary, K.J. and Swan, J.E. (1996). SERVQUAL revisited: a critical review of service quality. Journal of Services Marketing, 10 (6), 62-81.
3. Babakus, E. and Boller, G.W. (1992). An empirical assessment of the SERVQUAL scale. Journal ofBusiness Research, 24, 253-268.
4. Biçer, T. (2008). Sporda Toplam Kalite Yönetimi ve Futbol Uygulamaları. İstanbul: Beyaz Yayınları.
5. Brady, M.K. and Cronin, J.J. (2001). Some new thoughts on conceptualizing perceived service quality: a hierarchical approach. Journal of Marketing, 65 (3), 34-49.
6. Carman, J.M. (1990). Comsumer perceptions of service quality: an assessment of the SERVQUAL dimensions. Journal of Retailing, 66 (1), 33-55.
7. Chelladurai, P., Scott, F. L. and Haywood-Farmer, J. (1987). Dimensions of fitness services: development of a model. Journal of Sport Management, 1,159- 172.
8. Chelladurai, P. (1992). A classification of sport and physical activity services: implications for sport management. Journal of Sport Management, 6, 38-51.

9. Chelladurai, P. (1994). Sport management: defining the field. European Journal for Sport Management, 1, 7-21.
10. Chelladurai, P. and Chang, K. (2000). Targets and standards of quality in sport services. Sport Management Review, 3, 1–22.
11. Costa, G., Tsitskari, E., Tzetzis, G. and Goudas, M. (2004). The factors for evaluating service quality in athletic camps: a case study. European Sport Management Quarterly, 4, 22-35.
12. Crompton, J., MacKay, K. and Fesenmaier, D. (1991). Identifying dimensions of service quality in public recreation. Journal of Park and Recreation Administration, 9 (3), 15-27.
13. Cronin, J.J. and Taylor, S.A. (1992). Measuring service quality: a reexamination and extension. Journal of Marketing, 56 (3), 55-68.
14. Cronin, J.J. and Taylor, S.A. (1994). SERVPERF versus SERVQUAL: reconciling
15. measurement of service quality. Journal of Marketing, 58 (1), 125-131. and
16. perceptions-minus-expectations Dhurup, M., Singh, P.C. and Surujlal, J. (2006). Customer service quality at commercial health and fitness centres. South African Journal for Research in Sport, Physical Education and Recreation, 28 (2), 39-54.
17. Gencer, R.T., Demir, C. and Aycan, A. (2008). Variables affecting sport tourists’ service quality perceptions in ski resorts. Ege Academic Review, 8 (2), 437-450. Gratton, C., Shibli, S. and Coleman, R. (2005). Sport and economic regeneration in cities. Urban Studies, 42 (5&6), 985-999.
18. Grönroos, C. (1984). A service quality model and its marketing implementations. European Journal of Marketing, 18 (4), 36-44.
19. Gurbuz, B., Kocak, S. and Lam, T.C.E. (2005). The reliability and validity of the Turkish version of the service quality assessment scale. Education and Science, 30 (38), 70-77.
20. Han, T. (1999). An analysis of members’ satisfaction of ski program quality at private sports centers in Seoul, Korea. A dissertation for the partial fulfilment of the requirements for the degree Doctor of Education presented to the Faculty of the United States Sports Academy, Daphne, Alabama.
21. Harvey, J. (1998). Service quality: a tutorial. Journal of Operations Management, 16 (5), 583-597.
22. Howat, G., Absher, J., Crilley, G. and Milne, I. (1996). Measuring customer service quality in sports and leisure centers. Managing Leisure, 1,77-89.
23. Howat, G., Murray, D. and Crilley, G. (1999). The relationships between service problems and perceptions of service quality, satisfaction, and behavioral intentions of Australian public sports and leisure center customers. Journal of Park and Recreation Administration, 17(2), 42-64.
24. Hussey, M.K. (1999). Using the concept of loss: an alternative SERVQUAL measure. The Service Industries Journal, 19 (4),89-101.
25. Jensen, J.B. and Markland, R.E. (1996). Improving the application of quality conformance tools in service firms. Journal of Services Marketing, 10 (1), 35-55. Kim, D. and Kim, S. Y. (1995). QUESC: An instrument for assessing the service quality of sport centers in Korea. Journal of Sport Management, 9,208–220.
26. Ko, Y.J. and Pastore, D.L. (2005). A hierarchical model of service quality for the recreational sport industry. Sport Marketing Quarterly, 14(2), 84-97.
27. Ko, Y.J. and Pastore, D.L. (2007). An instrument to assess customer perceptions of service quality and satisfaction in campus recreation programs. Recreational Sports Journal, 31 (1), 34-42.
28. Kotler, P. and Amstrong, G. (2003). Marketing. International Edition, Prentice Hall.
29. Kouthouris, C. (2005). Can service quality predict customer satisfaction and behavioral intentions in the sport tourism industry? An application of the SERVQUAL model in an outdoors setting. Journal of Sport Tourism, 10 (2), 101- 111.
30. Lam, S.S.K. (1997). SERVQUAL: A tool for measuring patients’ opinions of hospital service quality in Hong Kong. Total Quality Management & Business Excellence, 8 (4), 145-152.
31. Lam, E.T.C., Zhang, J.J. and 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. Lovelock, C. (2000). Services Marketing: People, Technology, Strategy. 4th Edition, New Jersey: Prentice Hall.
32. MacKay, K. J. and Crompton, J. L. (1990). Measuring the quality of recreation services. Journal of Park and Recreation Administration, 8 (3), 47-56.
33. McDonald, M. A., Sutton, W. A. and Milne. G. R. (1995). TEAMQUAL: Measuring service quality in professional sports. Sport Marketing Quarterly, 4 (2), 9-15.
34. Mullin, B.J., Hardy, S. and Sutton, W.A. (1993). Sport Marketing. Champaign, Illonis: Human Kinetics Publishers.
35. Murray, D. and Howat, G. (2002). The relationships among service quality, value, satisfaction, and future intentions of customers at an Australian Sports and Leisure Center. Sport Management Review, 5,25–43.
36. Papadimitriou, D. A and 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. and Berry, L.L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49 (4), 41-50.
38. Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64 (1), 12-40.
39. Parasuraman, A, Zeithaml, V.A. and Berry, L.L. (1994). Reassessment of expectations as a comparison standard on measuring service quality: Implications for further research. Journal of Marketing, 58 (1),111-24.
40. Robinson, S. (1999). Measuring service quality: current thinking and future requirements. Marketing Intelligence & Planning, 17 (1), 21-32.
41. Rust, R.T. and Oliver, R.L. (1994). Service Quality: Insights and Managerial Implications from the Frontier. In Service Quality: New Directions in Theory and Practice, Roland T. Rust and Richard L. Oliver, Eds. Thousand Oaks, CA: Sage Publications, 1-19.
42. Taylor, S.A., Sharland, A., Cronin, J.J. and Bullard, W. (1993). Recreational service quality in the internatioanl setting. International Journal of Service Industry Management, 4 (4), 68-86.
43. Teas, R. K. (1993). Expectations, performance evaluation, and consumers’ perceptions of quality. Journal of Marketing, 57 (4), 18-34.
44. Tsitskari, E., Tsiotras, D. and Tsiotras, G. (2006). Measuring service quality in sport services. Total Quality Management, 17 (5), 623-631.
45. Williams, C. (1998). Is the SERVQUAL model an appropriate management tool for measuring service delivery quality in the UK leisure industry? Managing Leisure 3, 98-110.
46. Wright, B. A., Duray, N. and Goodale, T. L. (1992). Assessing perceptions of recreation center service quality: an application of recent advancements in service quality research. Journal of Park and Recreation Administration, 10 (3), 33-47.
47. Yildiz, S.M. (2008). The models and measuring instruments of service quality for assessing the quality of sports services. Gazi Physical Education and Sports Sciences Journal, 13 (3), 38-48.