Year 2017, Volume 1 , Issue 1, Pages 38 - 46 2017-12-19

Analysis of Expectations and Perceptions of the Customers in Sports and Healthy Life Centers for Service Quality (Sample of Afyonkarahisar Province)
Spor ve Sağlıklı Yaşam Merkezlerinde Hizmet Kalitesine Yönelik Müşteri Beklentilerinin ve Algılarının Analizi (Afyonkarahisar İli Örneği)

Yasir KOÇAK [1] , Uğur TUKUL [2] , Betül TOLAN [3] , Hüseyin GÜMÜŞ [4] , Ersan TOLUKAN [5]


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).

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).

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Subjects Sport Sciences
Journal Section Articles
Authors

Author: Yasir KOÇAK (Primary Author)
Institution: AFYON KOCATEPE ÜNİVERSİTESİ
Country: Turkey


Author: Uğur TUKUL
Institution: AFYON KOCATEPE ÜNİVERSİTESİ
Country: Turkey


Author: Betül TOLAN
Institution: AFYON KOCATEPE ÜNİVERSİTESİ
Country: Turkey


Orcid: 0000-0003-4059-3640
Author: Hüseyin GÜMÜŞ
Institution: MERSİN ÜNİVERSİTESİ
Country: Turkey


Author: Ersan TOLUKAN
Institution: YILDIRIM BEYAZIT ÜNİVERSİTESİ
Country: Turkey


Dates

Application Date : December 18, 2017
Acceptance Date : December 19, 2017
Publication Date : December 19, 2017

Bibtex @research article { ijrss368384, journal = {International Journal of Recreation and Sports Science}, issn = {}, eissn = {2618-5717}, address = {}, publisher = {Hüseyin GÜMÜŞ}, year = {2017}, volume = {1}, pages = {38 - 46}, doi = {10.46463/ijrss.368384}, title = {Analysis of Expectations and Perceptions of the Customers in Sports and Healthy Life Centers for Service Quality (Sample of Afyonkarahisar Province)}, key = {cite}, author = {Koçak, Yasir and Tukul, Uğur and Tolan, Betül and Gümüş, Hüseyin and Tolukan, Ersan} }
APA Koçak, Y , Tukul, U , Tolan, B , Gümüş, H , Tolukan, E . (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 . DOI: 10.46463/ijrss.368384
MLA Koçak, Y , Tukul, U , Tolan, B , Gümüş, H , Tolukan, E . "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 (2017 ): 38-46 <https://dergipark.org.tr/en/pub/ijrss/issue/32895/368384>
Chicago Koçak, Y , Tukul, U , Tolan, B , Gümüş, H , Tolukan, E . "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 (2017 ): 38-46
RIS TY - JOUR T1 - Analysis of Expectations and Perceptions of the Customers in Sports and Healthy Life Centers for Service Quality (Sample of Afyonkarahisar Province) AU - Yasir Koçak , Uğur Tukul , Betül Tolan , Hüseyin Gümüş , Ersan Tolukan Y1 - 2017 PY - 2017 N1 - doi: 10.46463/ijrss.368384 DO - 10.46463/ijrss.368384 T2 - International Journal of Recreation and Sports Science JF - Journal JO - JOR SP - 38 EP - 46 VL - 1 IS - 1 SN - -2618-5717 M3 - doi: 10.46463/ijrss.368384 UR - https://doi.org/10.46463/ijrss.368384 Y2 - 2017 ER -
EndNote %0 Uluslararası Rekreasyon ve Spor Bilimleri Dergisi Analysis of Expectations and Perceptions of the Customers in Sports and Healthy Life Centers for Service Quality (Sample of Afyonkarahisar Province) %A Yasir Koçak , Uğur Tukul , Betül Tolan , Hüseyin Gümüş , Ersan Tolukan %T Analysis of Expectations and Perceptions of the Customers in Sports and Healthy Life Centers for Service Quality (Sample of Afyonkarahisar Province) %D 2017 %J International Journal of Recreation and Sports Science %P -2618-5717 %V 1 %N 1 %R doi: 10.46463/ijrss.368384 %U 10.46463/ijrss.368384
ISNAD Koçak, Yasir , Tukul, Uğur , Tolan, Betül , Gümüş, Hüseyin , Tolukan, Ersan . "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 (December 2017): 38-46 . https://doi.org/10.46463/ijrss.368384
AMA Koçak Y , Tukul U , Tolan B , Gümüş H , Tolukan E . 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. 2017; 1(1): 38-46.
Vancouver Koçak Y , Tukul U , Tolan B , Gümüş H , Tolukan E . 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. 2017; 1(1): 46-38.