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The Relationship Between Service Quality and Customer Satisfaction: Sport and Health Centers in North Cyprus

Year 2021, , 40 - 50, 28.02.2021
https://doi.org/10.19168/jyasar.821482

Abstract

This study was carried out due to the increasing competition in sports and health centers and its popularity today. The service quality of the gyms and its effects on customer satisfaction were investigated. It is answering the questions about if customer satisfied. In this study, it emphasized the importance of improving the quality of service and how it affects the customer. It is mentioned that the variety of activities of the gyms attract the customer. this study revealed a positive relationship between variables. The survey conducted with information from the Ministry of Youth and Sports. Test was done with SPPS program and the pilot study checked and the work started without a fault. The pilot test held in 3 main centers: Famagusta, Kyrenia and Nicosia. The sample size was determined as 215 considering the 95% confidence interval, 5% confidence level and the participants in the Health and Sports Centers in Northern Cyprus between February and April in 2019, in order to calculate the sample size were evaluated and analyzed. In this study, it was observed that the service quality of gyms in Northern Cyprus affects customer satisfaction and gender and age factors have an effect on customer satisfaction. This kind of customer-oriented enterprises should ensure that the quality should be kept high. The absence of such a study in the Northern Cyprus contribute greatly to both the academy and the sector.

References

  • Alexandris, Konstantinos, and Euaggelia Palialia. "Measuring customer satisfaction in fitness centres in Greece: an exploratory study." Managing Leisure 4.4 (1999): 218-228.
  • Alexandris, Konstantinos, et al. "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 (2004): 36-52.
  • Álvarez-García, José, et al. "Quality in Customer Service and Its Relationship with Satisfaction: An Innovation and Competitiveness Tool in Sport and Health Centers." International Journal of Environmental Research and Public Health 16.20 (2019): 3942.
  • Anderson, Eugene W., and Mary W. Sullivan. "Customer satisfaction and retention across firms, presentation at the TIMS College of Marketing Special Interest Conference on Services Marketing." Nashville, TN, September (1990).
  • Brady, Michael K., and J. Joseph Cronin Jr. "Some new thoughts on conceptualizing perceived service quality: a hierarchical approach." Journal of marketing 65.3 (2001): 34-49.
  • Chelladurai, Packianathan, and Kyungro Chang. "Targets and standards of quality in sport services." Sport Management Review 3.1 (2000): 1-22.
  • Packianathan, Chelladurai, and Shannon Kerwin. "Human resource management in sport and recreation." Human resource management in sport and recreation. Ed. 3 (2017).
  • Crompton, John L., and Kelly J. Mackay. "Users' perceptions of the relative importance of service quality dimensions in selected public recreation programs." Leisure sciences 11.4 (1989): 367-375.
  • Cronin Jr, J. Joseph, and Steven A. Taylor. "Measuring service quality: a reexamination and extension." Journal of marketing 56.3 (1992): 55-68.
  • Gerson, Richard F. Members for life. Human Kinetics, 1999.
  • Horovitz, Jacques. How to win customers: Using customer service for a competitive edge. 1990.
  • Howat, Gary, et al. "Measuring customer service quality in sports and leisure centres." Managing leisure 1.2 (1996): 77-89.
  • Howat, Gary, Gary Crilley, and Richard McGrath. "A focused service quality, benefits, overall satisfaction and loyalty model for public aquatic centres." Managing Leisure 13.3-4 (2008): 139-161.
  • Iacobucci, Dawn, Amy Ostrom, and Kent Grayson. "Distinguishing service quality and customer satisfaction: the voice of the consumer." Journal of consumer psychology 4.3 (1995): 277-303.
  • Kim, Hyun Jeong. "Service orientation, service quality, customer satisfaction, and customer loyalty: Testing a structural model." Journal of Hospitality Marketing & Management 20.6 (2011): 619-637.
  • Ko, Yong Jae, and Donna L. Pastore. "A Hierarchial Model of Service Quality for the Recreational Sport Industry." Sport Marketing Quarterly 14.2 (2005).
  • Koob Cannie, Joan, and D. Caplin. "Keeping customers for life." New York: American Management Association 163 (1991).
  • Kouthouris, Charilaos, and Konstantinos Alexandris. "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 (2005): 101-111.
  • Lam, Eddie TC, James J. Zhang, and Barbara E. Jensen. "Service Quality Assessment Scale (SQAS): An instrument for evaluating service quality of health-fitness clubs." Measurement in physical education and exercise science 9.2 (2005): 79-111.
  • Lentell, Robert. "Untangling the tangibles:'physical evidence'and customer satisfaction in local authority leisure centres." Managing Leisure 5.1 (2000): 1-16.
  • McDonald, Mark A., and William Howland. "Health and fitness industry." Principles and practice of sport management (1998): 431-451.
  • Murray, Duncan, and Gary Crilley. "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 (USA) 77.20 (1999): 42-64.
  • Murray, Duncan, and Gary Howat. "The relationships among service quality, value, satisfaction, and future intentions of customers at an Australian sports and leisure centre." Sport Management Review 5.1 (2002): 25-43.
  • Parasuraman, Arun, Leonard L. Berry, and Valarie A. Zeithaml. "Understanding customer expectations of service." Sloan management review 32.3 (1991): 39-48.
  • Parasuraman, Anantharanthan, Valarie A. Zeithaml, and Leonard L. Berry. "A conceptual model of service quality and its implications for future research." Journal of marketing 49.4 (1985): 41-50.
  • Pritchard, Mark P., Dennis R. Howard, and Mark E. Havitz. "Loyalty measurement: A critical examination and theoretical extension." Leisure Sciences 14.2 (1992): 155-164.
  • Shonk, David J., and Packianathan Chelladurai. "Service quality, satisfaction, and intent to return in event sport tourism." Journal of sport management 22.5 (2008): 587-602.
  • Shonk, David J., and Packianathan Chelladurai. "Model of service quality in event sport tourism: Development of a scale." International Journal of Sport Management and Marketing 6.3 (2009): 292-307.
  • Taylor, Steven A., and Thomas L. Baker. "An assessment of the relationship between service quality and customer satisfaction in the formation of consumers' purchase intentions." Journal of retailing 70.2 (1994): 163-178.
  • Theodorakis, Nicholas, Chris Kambitsis, and Athanasios Laios. "Relationship between measures of service quality and satisfaction of spectators in professional sports." Managing Service Quality: An International Journal 11.6 (2001):431-438.
  • Theodorakis, Nicholas D., et al. "A comparison of service evaluation models in the context of sport and fitness centres in Greece." Managing Leisure 19.1 (2014): 18-35.
  • Tsitskari, E., D. Tsiotras, and G. Tsiotras. "Measuring service quality in sport services." Total Quality Management & Business Excellence 17.5 (2006): 623-631.
  • World Health Organization. Health and development through physical activity and sport. No. WHO/NMH/NPH/PAH/03.2. World Health Organization, 2003.
  • Yildiz, Süleyman Murat. "Katılıma Dayalı Spor Hızmetlerınde Hızmet Kalıtesı Modellerı/Servıce Qualıty Models In Partıcıpant Sports Servıces." Ege Akademik Bakis 9.4 (2009): 1213.
  • Zeithaml, Valarie A., Leonard L. Berry, and Ananthanarayanan Parasuraman. "The behavioral consequences of service quality." Journal of marketing 60.2 (1996): 31-46.

Servis Kalitesi ve Müşteri Memnuniyeti Arasındaki İlişki: Kuzey Kıbrıs’taki Spor ve Sağlık Merkezleri

Year 2021, , 40 - 50, 28.02.2021
https://doi.org/10.19168/jyasar.821482

Abstract

Bu çalışma, günümüzdeki popülerliği olan spor ve sağlık merkezlerinde artan rekabet ve nedeniyle gerçekleştirilmiştir. Bu çalışmada, spor salonlarının hizmet kalitesi ve müşteri memnuniyetine etkileri araştırıldı ve müşterinin memnun olup olmadığı ile ilgili sorular cevaplandı. Ayrıca, bu çalışmada hizmet kalitesinin artırılmasının önemi ve müşteriyi nasıl etkilediği vurgulanmıştır. bu çalışma değişkenler arasında pozitif bir ilişki olduğunu ortaya koymuştur. Anket Gençlik ve Spor Bakanlığı'ndan alınan bilgilerle yapılmıştır. SPPS programı ile test yapılmış ve pilot çalışma kontrol edilerek çalışmaya hatasız başlanmıştır. Pilot test 3 ana merkezde gerçekleştirildi: Gazimağusa, Girne ve Lefkoşa. Örneklem büyüklüğü% 95 güven aralığı,% 5 güven düzeyi dikkate alınarak 215 katılımcı olarak belirlenmiş ve 2019 yılı Şubat-Nisan tarihleri arasında Kuzey Kıbrıs Sağlık ve Spor Merkezlerindeki katılımcılar örneklem büyüklüğünü hesaplamak için değerlendirilmiş ve analiz edilmiştir. Bu çalışmada, Kuzey Kıbrıs'taki spor salonlarının hizmet kalitesini müşteri memnuniyetini etkilediği ve cinsiyet ve yaş faktörlerin müşteri menununiyeti üzerinde etkisi olduğu gözlemlenmiştir. Ayrıca, spor salonlarının faaliyet çeşitliliğinin müşteriyi cezbettiği görülmüştür. Bu çalışma ileride yapılması düşünülen araştırmalara, hem akademik hem de farklı sektörlere büyük katkı sağlayacaktır.

References

  • Alexandris, Konstantinos, and Euaggelia Palialia. "Measuring customer satisfaction in fitness centres in Greece: an exploratory study." Managing Leisure 4.4 (1999): 218-228.
  • Alexandris, Konstantinos, et al. "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 (2004): 36-52.
  • Álvarez-García, José, et al. "Quality in Customer Service and Its Relationship with Satisfaction: An Innovation and Competitiveness Tool in Sport and Health Centers." International Journal of Environmental Research and Public Health 16.20 (2019): 3942.
  • Anderson, Eugene W., and Mary W. Sullivan. "Customer satisfaction and retention across firms, presentation at the TIMS College of Marketing Special Interest Conference on Services Marketing." Nashville, TN, September (1990).
  • Brady, Michael K., and J. Joseph Cronin Jr. "Some new thoughts on conceptualizing perceived service quality: a hierarchical approach." Journal of marketing 65.3 (2001): 34-49.
  • Chelladurai, Packianathan, and Kyungro Chang. "Targets and standards of quality in sport services." Sport Management Review 3.1 (2000): 1-22.
  • Packianathan, Chelladurai, and Shannon Kerwin. "Human resource management in sport and recreation." Human resource management in sport and recreation. Ed. 3 (2017).
  • Crompton, John L., and Kelly J. Mackay. "Users' perceptions of the relative importance of service quality dimensions in selected public recreation programs." Leisure sciences 11.4 (1989): 367-375.
  • Cronin Jr, J. Joseph, and Steven A. Taylor. "Measuring service quality: a reexamination and extension." Journal of marketing 56.3 (1992): 55-68.
  • Gerson, Richard F. Members for life. Human Kinetics, 1999.
  • Horovitz, Jacques. How to win customers: Using customer service for a competitive edge. 1990.
  • Howat, Gary, et al. "Measuring customer service quality in sports and leisure centres." Managing leisure 1.2 (1996): 77-89.
  • Howat, Gary, Gary Crilley, and Richard McGrath. "A focused service quality, benefits, overall satisfaction and loyalty model for public aquatic centres." Managing Leisure 13.3-4 (2008): 139-161.
  • Iacobucci, Dawn, Amy Ostrom, and Kent Grayson. "Distinguishing service quality and customer satisfaction: the voice of the consumer." Journal of consumer psychology 4.3 (1995): 277-303.
  • Kim, Hyun Jeong. "Service orientation, service quality, customer satisfaction, and customer loyalty: Testing a structural model." Journal of Hospitality Marketing & Management 20.6 (2011): 619-637.
  • Ko, Yong Jae, and Donna L. Pastore. "A Hierarchial Model of Service Quality for the Recreational Sport Industry." Sport Marketing Quarterly 14.2 (2005).
  • Koob Cannie, Joan, and D. Caplin. "Keeping customers for life." New York: American Management Association 163 (1991).
  • Kouthouris, Charilaos, and Konstantinos Alexandris. "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 (2005): 101-111.
  • Lam, Eddie TC, James J. Zhang, and Barbara E. Jensen. "Service Quality Assessment Scale (SQAS): An instrument for evaluating service quality of health-fitness clubs." Measurement in physical education and exercise science 9.2 (2005): 79-111.
  • Lentell, Robert. "Untangling the tangibles:'physical evidence'and customer satisfaction in local authority leisure centres." Managing Leisure 5.1 (2000): 1-16.
  • McDonald, Mark A., and William Howland. "Health and fitness industry." Principles and practice of sport management (1998): 431-451.
  • Murray, Duncan, and Gary Crilley. "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 (USA) 77.20 (1999): 42-64.
  • Murray, Duncan, and Gary Howat. "The relationships among service quality, value, satisfaction, and future intentions of customers at an Australian sports and leisure centre." Sport Management Review 5.1 (2002): 25-43.
  • Parasuraman, Arun, Leonard L. Berry, and Valarie A. Zeithaml. "Understanding customer expectations of service." Sloan management review 32.3 (1991): 39-48.
  • Parasuraman, Anantharanthan, Valarie A. Zeithaml, and Leonard L. Berry. "A conceptual model of service quality and its implications for future research." Journal of marketing 49.4 (1985): 41-50.
  • Pritchard, Mark P., Dennis R. Howard, and Mark E. Havitz. "Loyalty measurement: A critical examination and theoretical extension." Leisure Sciences 14.2 (1992): 155-164.
  • Shonk, David J., and Packianathan Chelladurai. "Service quality, satisfaction, and intent to return in event sport tourism." Journal of sport management 22.5 (2008): 587-602.
  • Shonk, David J., and Packianathan Chelladurai. "Model of service quality in event sport tourism: Development of a scale." International Journal of Sport Management and Marketing 6.3 (2009): 292-307.
  • Taylor, Steven A., and Thomas L. Baker. "An assessment of the relationship between service quality and customer satisfaction in the formation of consumers' purchase intentions." Journal of retailing 70.2 (1994): 163-178.
  • Theodorakis, Nicholas, Chris Kambitsis, and Athanasios Laios. "Relationship between measures of service quality and satisfaction of spectators in professional sports." Managing Service Quality: An International Journal 11.6 (2001):431-438.
  • Theodorakis, Nicholas D., et al. "A comparison of service evaluation models in the context of sport and fitness centres in Greece." Managing Leisure 19.1 (2014): 18-35.
  • Tsitskari, E., D. Tsiotras, and G. Tsiotras. "Measuring service quality in sport services." Total Quality Management & Business Excellence 17.5 (2006): 623-631.
  • World Health Organization. Health and development through physical activity and sport. No. WHO/NMH/NPH/PAH/03.2. World Health Organization, 2003.
  • Yildiz, Süleyman Murat. "Katılıma Dayalı Spor Hızmetlerınde Hızmet Kalıtesı Modellerı/Servıce Qualıty Models In Partıcıpant Sports Servıces." Ege Akademik Bakis 9.4 (2009): 1213.
  • Zeithaml, Valarie A., Leonard L. Berry, and Ananthanarayanan Parasuraman. "The behavioral consequences of service quality." Journal of marketing 60.2 (1996): 31-46.
There are 35 citations in total.

Details

Primary Language English
Journal Section Articles
Authors

Mehmet Necati Cizrelioğulları 0000-0002-9884-6084

Özlem Altun 0000-0002-0830-002X

Pınar Barut 0000-0002-3624-1581

Publication Date February 28, 2021
Published in Issue Year 2021

Cite

APA Cizrelioğulları, M. N., Altun, Ö., & Barut, P. (2021). The Relationship Between Service Quality and Customer Satisfaction: Sport and Health Centers in North Cyprus. Yaşar Üniversitesi E-Dergisi, 16, 40-50. https://doi.org/10.19168/jyasar.821482
AMA Cizrelioğulları MN, Altun Ö, Barut P. The Relationship Between Service Quality and Customer Satisfaction: Sport and Health Centers in North Cyprus. Yaşar Üniversitesi E-Dergisi. February 2021;16:40-50. doi:10.19168/jyasar.821482
Chicago Cizrelioğulları, Mehmet Necati, Özlem Altun, and Pınar Barut. “The Relationship Between Service Quality and Customer Satisfaction: Sport and Health Centers in North Cyprus”. Yaşar Üniversitesi E-Dergisi 16, February (February 2021): 40-50. https://doi.org/10.19168/jyasar.821482.
EndNote Cizrelioğulları MN, Altun Ö, Barut P (February 1, 2021) The Relationship Between Service Quality and Customer Satisfaction: Sport and Health Centers in North Cyprus. Yaşar Üniversitesi E-Dergisi 16 40–50.
IEEE M. N. Cizrelioğulları, Ö. Altun, and P. Barut, “The Relationship Between Service Quality and Customer Satisfaction: Sport and Health Centers in North Cyprus”, Yaşar Üniversitesi E-Dergisi, vol. 16, pp. 40–50, 2021, doi: 10.19168/jyasar.821482.
ISNAD Cizrelioğulları, Mehmet Necati et al. “The Relationship Between Service Quality and Customer Satisfaction: Sport and Health Centers in North Cyprus”. Yaşar Üniversitesi E-Dergisi 16 (February 2021), 40-50. https://doi.org/10.19168/jyasar.821482.
JAMA Cizrelioğulları MN, Altun Ö, Barut P. The Relationship Between Service Quality and Customer Satisfaction: Sport and Health Centers in North Cyprus. Yaşar Üniversitesi E-Dergisi. 2021;16:40–50.
MLA Cizrelioğulları, Mehmet Necati et al. “The Relationship Between Service Quality and Customer Satisfaction: Sport and Health Centers in North Cyprus”. Yaşar Üniversitesi E-Dergisi, vol. 16, 2021, pp. 40-50, doi:10.19168/jyasar.821482.
Vancouver Cizrelioğulları MN, Altun Ö, Barut P. The Relationship Between Service Quality and Customer Satisfaction: Sport and Health Centers in North Cyprus. Yaşar Üniversitesi E-Dergisi. 2021;16:40-5.