Determining the Factors Affecting the Satisfaction of Sports Complex Members: A Case Study on Bullseye Athletics

Abstract

Major reasons such as the transition from the hunter-gatherer to the industrial society, changing and transforming lifestyles and the increasing accessibility of technological opportunities allow individuals to complete their daily tasks with less mobility. In addition to the fact that individuals can fulfill their duties with less energy, the adoption of fast-food culture causes obesity, which is becoming an increasingly important problem all over the world. Individuals facing obesity often prefer to be "customers" of healthy living and sports centers, especially fitness centers, as they do not include mobility in their daily routines. As a service business, fitness centers are starting to care more and more about the satisfaction of their members who have a wide variety of motivations such as losing weight, being healthy, having a beautiful appearance or socializing. The purpose of this study is to determine the impact of equipment qualification, trainer qualification, management commitment to service quality, interaction with others, and complementary services on fitness center member satisfaction levels. The data collected from 436 members of a fitness center serving in Balıkesir, Bandirma was analyzed employing the SmartPLS using the partial least squares structural equity modeling. According to the results of the path analysis, it was concluded that equipment qualificaiton, trainer qualificaiton, management commitment to service quality, and complementary services do not have significant effect on satisfaction levels of the fitness center members, and interaction with others had a significant effect on the satisfaction.

Keywords

• consumer behavior
• equipment qualification
• trainer qualification
• complementary services
• satisfaction

Spor Kompleksi Üyelerinin Memnuniyetini Etkileyen Faktörlerin Belirlenmesi: Bullseye Athletics Örneği

Abstract

Endüstri toplumuna geçiş, değişen ve dönüşen yaşam tarzları ve günümüzde teknolojik imkanların erişilebilirliğinin artması gibi temel nedenler, bireylerin günlük görevlerini daha az hareket ederek tamamlayabilmesine olanak sağlamaktadır. Bireylerin daha az hareket ederek görevlerini yerine getirebilmesinin yanında hızlı yemek kültürünü de benimsemesi hem dünyada hem de ülkemizde her geçen gün daha önemli bir sorun haline gelen obeziteye sebep olmaktadır. Obezite ile karşı karşıya kalan bireyler ise gündelik rutinlerine hareketliliği dahil etmedikleri için, genellikle, fitness salonları başta olmak üzere sağlıklı yaşam ve spor merkezlerinin “müşterisi” olmayı tercih etmektedir. Birer hizmet işletmesi olarak spor kompleksleri ise kilo vermek, sağlıklı olmak, güzel bir görünüme sahip olmak veya sosyalleşmek gibi çok çeşitli motivasyona sahip üyelerinin memnuniyetini her geçen gün daha fazla önemsemeye başlamaktadır. Bu çalışma kapsamında ekipman niteliği, antrenör niteliği, yönetimin hizmet kalitesi vaadine bağlılığı, diğer üyelerle etkileşim ve tamamlayıcı hizmetlerin fitness merkezi üyelerinin memnuniyet düzeyleri üzerindeki etkisinin belirlenmesi amaçlanmaktadır. Balıkesir Bandırma’da faaliyet gösteren bir fitness merkezinin 436 üyesinden anket yoluyla toplanan veriler, kısmi en küçük kareler yapısal eşitlik modellemesi kullanılarak SmartPLS programı yardımıyla analiz edilmiştir. Yapılan yol analizi sonuçlarına göre, ekipman niteliği, antrenör niteliği, yönetimin hizmet kalitesi vaadine bağlılığı ve tamamlayıcı hizmetlerin fitness merkezi üyelerinin memnuniyet düzeyleri üzerinde anlamlı bir etkisinin olmadığı ve yalnızca diğer üyelerle etkileşim değişkeninin üyelerin memnuniyeti üzerinde anlamlı bir etkisi olduğu sonucuna ulaşılmıştır.

Keywords

• tüketici davranışı
• ekipman niteliği
• antrenör niteliği
• tamamlayıcı hizmetler
• memnuniyet

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