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Spor ve Sağlıklı Yaşam Merkezlerinde Hizmet Kalitesine Yönelik Müşteri Beklentilerinin ve Algılarının Analizi (Afyonkarahisar İli Örneği)

Year 2017, , 38 - 46, 19.12.2017
https://doi.org/10.46463/ijrss.368384

Abstract

Bu çalışmanın amacı, Afyonkarahisar ilinde fitness merkezi
müşterilerinin hizmet kalitesine yönelik beklenti ve algılarının
incelenmesidir. Araştırma Afyonkarahisar ilinde bulunan 11 farklı sağlıklı
yaşam merkezini kullanan 171’i erkek (yaş: 23.51±12.67), 169’u kadın
(yaş:26.57±13.85) olmak üzere toplam 340 (yaş:25.03±13.34) katılımcı dâhil
olmuştur. Araştırmada veri toplama aracı olarak Lam (2000) tarafından
geliştirilen ve Türkçe uyarlaması Gürbüz, Koçak ve Lam (2012) tarafından
yapılan “Hizmet Kalitesi Değerlendirme Ölçeği” (HKDÖ) kullanılmıştır. HDKÖ 4
alt boyut (personel, program, soyunma odaları, tesis) ve toplam 34 maddeden
oluşmaktadır. Ölçek 5’li likert tipinde olup (1: Hiç Katılmıyorum, 5: Tamamen
Katılıyorum) katılımcıların üyesi oldukları fitness merkezinden duydukları
beklenti ve algılarını ölçmektedir. Verilerin analizinde betimleyici istatistik
ve tek değişkenli varyans analizi (ANOVA) ile ilişkisiz örneklemler T-Tesi
(Independent Samples T-Test) yöntemi kullanılmıştır. Araştırma bulgularına göre
katılımcıların Hizmet Kalitesi Değerlendirme Ölçek puanlarında yaş, cinsiyet,
aylık gelir, üyelik süresi ve tesisi kullanım sıklığı açısından anlamlı
farklılık tespit edilirken (p<0.05), medeni durum ve eğitim durumları
arasında istatistiksel açıdan anlamlı farklılık olmadığı tespit edilmiştir
(p>0.05).

References

  • Aslan, M., & Koçak, M. S. (2011). Determination of the service quality among sport and fitness centers of the selected universities. Journal of Human Sciences, 8(2), 817-833.
  • Ceylan, Ö., Yıldız, M.S., Tekin, A. & Özdağ, S. (2010). Comparions of Tourism using internal and external source in animation in terms of Service Quality Turkey Kickbox Federation Sport Sciences Journal, 2(2), 16-32.
  • Çimen, Z. (2003). Total Quality Dimensions in Sport Services, İstanbul Üniversity Sport Sciences Journal, 2(13-17).
  • Çimen, Z., & Gürbüz, B. (2007). Total Quality Management in Sport Services. Alp Publishing, Ankara.
  • Demir, Ş. Ş. (2013). Expectation, perceived quality-value and satisfaction relation: An application on Tourism graduate students. International Journal of Human Sciences, 10(1), 307-324.
  • Eleren, A. & Kılıç, B. (2007). Measurement of Service Quality and Servqual Analysis in Tourism Sector and Application in a Thermal Hotel. Afyon Kocatepe University, İİBF Journal, 9(1), 235-263.
  • Eraslan, A. & Çimen, Z. (2016). "The Service Quality of Recreational Sports Centers on University Campuses: Perceptions of Students". International Journal of Recent Scientific Research, 7(7), 12641-12648.
  • Ersöz, S., Pınarbaşı, M., Türker, A.K. & Yüzükırmızı, M. (2009). “Measurement of Service Quality with Servqual Method and Analysis of the consequences with structural equality models: Öğretmen Evi Uygulaması”. International Journal of Research&Development, 1(1), 19-27.
  • Gürbüz, B, Koçak S & Lam T.C.E. (2004). “The Reliability and Validity of the Turkish Version of the Service Quality Assessment Scale”, 19th Conference of the North American Society for Sport Management Abstract Book, Atlanta, Georgia.
  • Kılıç, B. & Eleren, A. (2010). Measurement of service quality in Thermal Hotel enterprises. Süleyman Demirel University Economics and Administrative Sciences Faculty Journal, 15(3), 119-142.
  • Murray, D., & Howat, G. (2002). The Relationship Among Service Quality, Value, Satisfaction, and Future Intentions of Customer at an Australian Sports and Leisure Centre. Sport Management Review, 5, 25-43.
  • Okumuş, A., & Duygun, A. (2008). Measurement of service quality in marketing the educational services and relation between the perceived service quality and student satisfaction.
  • Özkan, I., Özarslan, A., & Bekler, F. (2015). Physical Activity Sleeping Quality and Depression Relations in University Students. Physical Education and Sport Sciences Journal, 9.
  • Temizkan, S. P., Ekici, A., & Demirci, B. (2016). The effects of perceptions related with Turkish Baths on the future intentions in scope of thermak tourism. International Journal of Human Sciences, 13(1),2232-2246.
  • Yerlisu Lapa, T. & Baştaç, E. (2012). Analysis of service quality for the centers according to the age, gender and educations of the individuals in Fitness Centers at Antalya. Pamukkale Journal of Sport Sciences, 3(1), 42-52.
  • Yıldırım, I., Işık, O., Ersöz, G., Büyükkök, M., Zengin, G. & Özel, Ö. (2016). Correlation between depression and eating attitudes and behaviors among those who performed regular physical activities. Journal Of Human Sciences, 13, 3590-3599.
  • Yıldırım, İ., Özşevik, K., Sultan, Ö., Canyurt, E., & Tortop, Y. (2015). Physical activity and depression relations in university students. Physical Education and Sport Sciences Journal, 9, 32-39.
  • Yıldız, Y., Onag, A.O. & Onag, Z. (2013). Analysis of service quality in sport and recreation services: Fitness Center example:. International arbitration Human and Academic Sciences Journal, 2(3), 114-130.

Analysis of Expectations and Perceptions of the Customers in Sports and Healthy Life Centers for Service Quality (Sample of Afyonkarahisar Province)

Year 2017, , 38 - 46, 19.12.2017
https://doi.org/10.46463/ijrss.368384

Abstract

The purpose of this
study is to analyze the expectations and perceptions of the fitness center
customers related with the quality of service in Afyonkarahisar. A total of 340
participants (age: 25.03 ± 13.34), including 171 men (age: 23.51 ± 12.67) and
169 women (age: 26.57 ± 13.85) who used 11 different wellness centers in
Afyonkarahisar were included in the study. The "Service Quality Assessment
Scale" (LSP) developed by Lam (2000) and adapted by Turkish Gurbuz, Koçak
and Lam (2012) was used as a data collection tool in the research. The HDQÖ
consists of 4 sub-dimensions (personnel, program, locker rooms, facility) and a
total of 34 articles. The scale is in likert type of 5 (1: I definitely do not
participate, 5: I definitely Participate) and measures the expectations and
perceptions of the participants
from the wellness center. Independent samples t-test, descriptive statistics and
One way
Variance Analysis (ANOVA)
were
used in the analysis of the data. According to the
research findings, there was no statistically significant difference between
the marital status and educational status (p> 0.05), while there was a
significant difference in the Service Quality Evaluation Scale scores of the
participants in terms of age, gender, monthly income, duration of membership
and the frequency of using the facility (p< 0.05).

References

  • Aslan, M., & Koçak, M. S. (2011). Determination of the service quality among sport and fitness centers of the selected universities. Journal of Human Sciences, 8(2), 817-833.
  • Ceylan, Ö., Yıldız, M.S., Tekin, A. & Özdağ, S. (2010). Comparions of Tourism using internal and external source in animation in terms of Service Quality Turkey Kickbox Federation Sport Sciences Journal, 2(2), 16-32.
  • Çimen, Z. (2003). Total Quality Dimensions in Sport Services, İstanbul Üniversity Sport Sciences Journal, 2(13-17).
  • Çimen, Z., & Gürbüz, B. (2007). Total Quality Management in Sport Services. Alp Publishing, Ankara.
  • Demir, Ş. Ş. (2013). Expectation, perceived quality-value and satisfaction relation: An application on Tourism graduate students. International Journal of Human Sciences, 10(1), 307-324.
  • Eleren, A. & Kılıç, B. (2007). Measurement of Service Quality and Servqual Analysis in Tourism Sector and Application in a Thermal Hotel. Afyon Kocatepe University, İİBF Journal, 9(1), 235-263.
  • Eraslan, A. & Çimen, Z. (2016). "The Service Quality of Recreational Sports Centers on University Campuses: Perceptions of Students". International Journal of Recent Scientific Research, 7(7), 12641-12648.
  • Ersöz, S., Pınarbaşı, M., Türker, A.K. & Yüzükırmızı, M. (2009). “Measurement of Service Quality with Servqual Method and Analysis of the consequences with structural equality models: Öğretmen Evi Uygulaması”. International Journal of Research&Development, 1(1), 19-27.
  • Gürbüz, B, Koçak S & Lam T.C.E. (2004). “The Reliability and Validity of the Turkish Version of the Service Quality Assessment Scale”, 19th Conference of the North American Society for Sport Management Abstract Book, Atlanta, Georgia.
  • Kılıç, B. & Eleren, A. (2010). Measurement of service quality in Thermal Hotel enterprises. Süleyman Demirel University Economics and Administrative Sciences Faculty Journal, 15(3), 119-142.
  • Murray, D., & Howat, G. (2002). The Relationship Among Service Quality, Value, Satisfaction, and Future Intentions of Customer at an Australian Sports and Leisure Centre. Sport Management Review, 5, 25-43.
  • Okumuş, A., & Duygun, A. (2008). Measurement of service quality in marketing the educational services and relation between the perceived service quality and student satisfaction.
  • Özkan, I., Özarslan, A., & Bekler, F. (2015). Physical Activity Sleeping Quality and Depression Relations in University Students. Physical Education and Sport Sciences Journal, 9.
  • Temizkan, S. P., Ekici, A., & Demirci, B. (2016). The effects of perceptions related with Turkish Baths on the future intentions in scope of thermak tourism. International Journal of Human Sciences, 13(1),2232-2246.
  • Yerlisu Lapa, T. & Baştaç, E. (2012). Analysis of service quality for the centers according to the age, gender and educations of the individuals in Fitness Centers at Antalya. Pamukkale Journal of Sport Sciences, 3(1), 42-52.
  • Yıldırım, I., Işık, O., Ersöz, G., Büyükkök, M., Zengin, G. & Özel, Ö. (2016). Correlation between depression and eating attitudes and behaviors among those who performed regular physical activities. Journal Of Human Sciences, 13, 3590-3599.
  • Yıldırım, İ., Özşevik, K., Sultan, Ö., Canyurt, E., & Tortop, Y. (2015). Physical activity and depression relations in university students. Physical Education and Sport Sciences Journal, 9, 32-39.
  • Yıldız, Y., Onag, A.O. & Onag, Z. (2013). Analysis of service quality in sport and recreation services: Fitness Center example:. International arbitration Human and Academic Sciences Journal, 2(3), 114-130.
There are 18 citations in total.

Details

Subjects Sports Medicine
Journal Section Research Articles
Authors

Yasir Koçak

Uğur Tukul This is me

Betül Tolan This is me

Hüseyin Gümüş 0000-0003-4059-3640

Ersan Tolukan This is me

Publication Date December 19, 2017
Submission Date December 18, 2017
Acceptance Date December 19, 2017
Published in Issue Year 2017

Cite

APA Koçak, Y., Tukul, U., Tolan, B., Gümüş, H., et al. (2017). Analysis of Expectations and Perceptions of the Customers in Sports and Healthy Life Centers for Service Quality (Sample of Afyonkarahisar Province). International Journal of Recreation and Sports Science, 1(1), 38-46. https://doi.org/10.46463/ijrss.368384

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