Evaluating the Service Quality Assessment of Individuals Attending Fitness Centers in Antalya

Year 2012, Volume: 3 Issue: 1, 42 - 52, 20.02.2012

Tennur Yerlisu Lapa , Tennur Yerlisu Lapa , Emrah Baştaç

Abstract

The aim of the study is to evaluate the service quality assessment of individuals attending fitness centers in Antalya, according to gender, age and education variables.  Population of the study consists of 1400 individuals attending two different branches of a fitness center in Antalya city center. Sample of the study was formed by random sampling method. According to this, study group consisted of 170 men and 132 women attending regularly to these centers, which make a total of 302 individuals Data collection tool was “Service Quality Assessment Scale (SQAS)” developed by Lam (2000), adapted to Turkish language by Gürbüz et al. (2004) by whom reliability and validity studies were also done. The scale consisted of 34 items and four subscales. In data analysis, descriptive statistics were utilized for demographic variables. For comparing scores of Staff, Program, Locker Room and Facility factors of service quality assessment scale according to gender, age and education One-way Multivariate Analysis of Variance (ONE-WAY MANOVA) is used. The applied MANOVA analysis reveals that, no significant differences were found in service quality assessment scale and subscales according to ages meanwhile there were significant differences according to gender and education levels of participants.  According to the results we can conclude that participants are satisfied with the service quality of the fitness centers they were attending.

 Key Words: Fitness centers, Service quality, Assessment of service quality

Keywords

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