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

Year 2017, Volume: 1 Issue: 1, 38 - 46, 19.12.2017

Yasir Koçak , Uğur Tukul Betül Tolan Hüseyin Gümüş , Ersan Tolukan

https://doi.org/10.46463/ijrss.368384

Cited By: 9

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).

Keywords

Hizmet Kalitesi, Beklenti, Algı

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

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).

Keywords

Service Quality, Expectation, Perception

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