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ALGILANAN HİZMET KALİTESİ VE MÜŞTERİ BAĞLILIĞI ARASINDAKİ İLİŞKİ: SAĞLIK VE ZİNDELİK KULÜPLERİ ÖRNEĞİ

Year 2020, Volume: 18 Issue: 3, 180 - 191, 30.09.2020
https://doi.org/10.33689/spormetre.742043

Abstract

Bu çalışmada sağlık ve zindelik merkezleri üyelerinin hizmet kalitesi algıları ve müşteri bağlılık düzeyleri arasındaki ilişkinin test edilmesi amaçlanmıştır. İlişkisel tarama modelindeki çalışmanın araştırma grubunu sağlık ve zindelik kulüplerine üye olan toplam 205 (Ortyaş = 27.53± 7.09) üye oluşturmaktadır. Kolayda örnekleme yöntemi ile seçilen katılımcılar “Hizmet Kalitesi Değerlendirme Ölçeği” (HKDÖ) ve “Spor İşletmelerinde Müşteri Bağlılığı Ölçeği”ni (SİMBÖ) cevaplamışlardır. Parametrik testlerin temel varsayımlarının test edilmesinden sonra, verilerin analizi için tekrarlı ölçümler için t-testi, MANOVA, ANOVA ve Pearson correlation istatistiki yöntemleri kullanılmıştır. Yapılan tekrarlı testler t-test analizi sonuçları “HKDÖ”nin tüm alt boyut puanlarında anlamlı farklılık olduğunu göstermektedir. MANOVA analiz sonuçları cinsiyet değişkeni ana etkisi açısından katılımcıların “SİMBÖ”nin “önem-zevk almak” ve “HKDÖ”nin “program” alt boyut puanlarının anlamlı olarak farklılaştığını göstermiştir. Analizler, fiziksel aktiviteye katılım sıklığı değişkeninin “HKDÖ” ve “SİMBÖ” alt boyutları üzerindeki temel etkisinin anlamlı olduğunu göstermektedir. Fiziksel aktiviteye katılım sıklığı ana etkisi açısından katılımcıların “SİMBÖ”nin “davranışsal niyet”, “değişime direnç”, “genel tatmin”, “algılanan değer”, “durumsal ilgilenim”, “önem-zevk almak”, “ifade etme” ve “HKDÖ”nin “personel” alt boyut puanlarının anlamlı olarak farklılaştığı sonucuna ulaşılmıştır. Son olarak yapılan Pearson korelasyon analizine göre hizmet kalitesi ve müşteri bağlılığı arasında istatistiksel olarak pozitif yönde anlamlı bir ilişki olduğu sonucuna ulaşılmıştır. Sonuç olarak, üyelerin hizmet kalitesi ve müşteri bağlılık düzeyleri arasında pozitif bir ilişkinin olduğu ve üyelerinin hizmet kalitesine ilişkin beklenti ve algıları arasında farklılıklar oluştuğu söylenilebilir.

References

  • Agarwal, A., Singhal, D. A., Goel, D. B. (2014). A study of emotional satisfaction, relationship quality and customer loyalty in retail industry. International Journal of Retailing and Rural Business Perspectives, 3(1), 732-740.
  • Barshan, G., Elahi, A., Aghaei, N. (2017). Impact of service quality on satisfaction, loyalty and intention to revisit of sport customers: The case study of swimming pools in Alborz Province. International Review of Management and Marketing, 7(2), 334-339.
  • Bishop, P. A. (2018). Measurement and evaluation in physical activity applications. Exercise Science, Physical Education, Coaching, Athletic Training & Health: Routledge.
  • Bodet, G. (2012). Loyalty in sport participation services: An examination of the mediating role of psychological commitment. Journal of Sport Management, 26(1), 30- 42.
  • Bowen, J. T., Chen, S. (2001). The relationship between customer loyalty and customer satisfaction. International Journal of Contemporary Hospitality Management,13(5), 213-217.
  • Büyüköztürk, Ş., Çakmak, E., Akgün, Ö. E., Karadeniz, Ş., Demirel, F. (2008). Bilimsel araştırma yöntemleri. Ankara: Pegem Akademi.
  • Christodoulides, G., Michaelidou, N. (2011). Shopping motives as antecedents of satisfaction and loyalty. Journal of Marketing Management, 27(1), 181-197.
  • Cronin, J. J., Taylor, S. (1992). Measuring service quality: A re-examination and extension. Journal of Marketing, 56(3), 55-68.
  • Daft, R. L., Marcic, D. (2004). Understanding management. Fourth Edition. Thomson South- Western, USA.
  • Demirbağ, E. (2004). Müşteri ilişkileri yönetimi. İstanbul: İstanbul Ticaret Odası İşletme Yönetiminde Yeni Eğilimler Dizisi.
  • Demirel, M. (2019). Leisure involvement and happiness levels of individuals having fitness center membership. Journal of Education and Learning, 8(6), 140-149.
  • Gücal, A.Ç. (2019). Hizmet kalitesi algısı, müşteri bağlılığı ve müşteri yeniden satın alma niyeti arasındaki ilişkinin incelenmesi: Ankara ili sağlık ve zindelik kulüpleri örneği. Yüksek Lisans Tezi. Ankara: Ankara Üniversitesi Sağlık Bilimleri Enstitüsü.
  • Gücal, A. Ç., Gürbüz, B. (2019). The relationship between leisure boredom, exercise dependence and happiness. 2th. International Congress on Recreation and Sport Management, 115-116, 11-14 April, Muğla, Turkey.
  • Güngörmüş, H. A., Tolukan, E., Sarol, H., Yaşar, B. (2015). Identification of constraints of adults who receive sports services from fitness centers on the participation to recreational activities. International Congress on Education, 164-168, 4-7 June, Athens, Greece.
  • Güngörmüş, H. A. (2007). Özel sağlık-spor merkezlerinden hizmet alan bireyleri rekreasyonel egzersize güdüleyen faktörler. Doktora Tezi. Ankara: Gazi Üniversitesi Sağlık Bilimleri Enstitüsü.
  • Hong, I. B., Cho, H. (2011). The impact of consumer trust on attitudinal loyalty and purchase intentions in B2C e-marketplaces: Intermediary trust vs. seller trust. International Journal of Information Management, 31(5), 469-479.
  • Işık, I., Güngörmüş, H. A., Cengiz, R., Dal, E. (2018). Fitness Merkezlerinden Hizmet Alan Bireylerin Serbest Zaman Kolaylaştırıcılarının Serbest Zamanda Algılanan Özgürlük Düzeyleri Üzerindeki Etkisi. International Congress on Recreation and Sport Management, 309-310. 10-13 May, Muğla, Turkey.
  • Işın, S. M. (2013). Hizmet kalitesinin SERVQUAL yöntemi ile ölçülmesi ve perakende sektöründe bir uygulama. Yüksek Lisans Tezi. Ankara: Gazi Üniversitesi Sağlık Bilimleri Enstitüsü.
  • Kocak, F. (2017). The relationship between leisure constraints, constraint negotiation strategies and facilitators with recreational sport activity participation of college students. College Student Journal, 51(4), 491-497.
  • Lam, E. T. C., Zhang, J. J., Jensen, B. E. (2005). Service quality assessment scale (SQAS): An instrument for evaluating service quality of health-fitness clubs. Measurement in Physical Education and Exercise Science, 9(2), 79-111.
  • Ma, S. C., Kaplanidou, K. (2018). Effects of event service quality on the quality of life and behavioral intentions of recreational runners. Leisure Sciences, 1-21.
  • Özdilek, Ç., Demirel, M., Harmandar, D. (2007). The comparasion of Dumlupinar and Sakarya Universities' Physical Education and Sport School students' participation reasons and participation level in leisure time activities. Journal of Human Sciences, 4(2), 1-14.
  • Peitzika, E., Chatzi, S., Kissa, D. (2020). Service quality expectations in the fitness center context: A validation of the expectations component of the SERVQUAL scale in Greece. Services Marketing Quarterly, 41(2), 89-104.
  • Tsai, W. H., Hsu, W., Chou, W. C. (2011). A Gap analysis model for improving airport service quality. Total Quality Management & Business Excellence, 22(10), 1025-1040.
  • Ying, H. (2015). Evaluation of service quality of commercial fitness club based on the QUESC model. The Open Cybernetics & Systemics Journal, 9(1), 899-903.
  • Gürbüz, B., Çimen, Z. (2007). Spor hizmetlerinde toplam kalite yönetimi. Ankara: Alp Yayınevi.
  • Gürbüz, B., Çimen, Z., Sarol, H., Öncü, E. (2016). Spor hizmetlerinde sadakat ölçeği: Bir geçerlik ve güvenirlik çalışması. Niğde Üniversitesi Beden Eğitimi ve Spor Bilimleri Dergisi, 10(3), 395-404.
  • Gürbüz, B., Gücal, A. Ç. (2018). The relationship between perceived service quality and customer loyalty: A sample of health and fitness clubs. International Congress on Recreation and Sport Management, 303-304, 10-13 May, Muğla, Turkey.
  • Gürbüz, B., Koçak, S., Lam, T. C. (2005). Hizmet kalitesi değerlendirme ölçeğinin Türkçe versiyonunun güvenirliği ve geçerliği, Eğitim ve Bilim Dergisi, 30(138), 70-77.
  • Gürbüz, B., Lam, E. T. C., Koçak, S. (2012). Service quality of health-fitness clubs in Turkey: A revisit. International Journal of Sport Management, 13, 1-22.
  • Hong, I. B., Cho, H. (2011). The impact of consumer trust on attitudinal loyalty and purchase intentions in B2C e-marketplaces: Intermediary trust vs. seller trust. International Journal of Information Management, 31, 469-479.
  • Işın, S. M. (2013). Hizmet kalitesinin SERVQUAL yöntemi ile ölçülmesi ve perakende sektöründe bir uygulama. Yayınlanmamış Yüksek Lisans Tezi, Ankara: Gazi Üniversitesi SBE.
  • Kara, G., Kimzan, S. H. (2016). Marka deneyimi ve tekrar satın alma niyeti arasındaki ilişkide müşteri tatmininin rolü. Anadolu Üniversitesi Sosyal Bilimler Dergisi, 17(4), 73-90.
  • Kocak, F. (2017). The relationship between leisure constraints, constraint negotiation strategies and facilitators with recreational sport activity participation of college students. College Student Journal, 51(4), 491-497. Lam, E. T. C., Zhang, J. J., Jensen, B. E. (2005). Service quality assessment scale (SQAS): An instrument for evaluating service quality of health-fitness clubs. Measurement in Physical Education and Exercise Science, 9(2), 79-111.
  • Lee, J. H., Kim, H. D., Ko, Y. J., Sagas, M. (2011). The influence of service quality on satisfaction and intention: A gender segmentation strategy. Sport Management Review, 14(1), 54-63.
  • Lovelock, C. (2000). Services marketing: People, technology, strategy. 4th Edition. New Jersey: Prentice Hall.
  • Ma, S. C., Kaplanidou, K. (2018). Effects of event service quality on the quality of life and behavioral intentions of recreational runners. Leisure Sciences, 2-21.
  • Malthouse, E., Mulhern, F. (2008). Understanding and using customer loyalty and customer value. Profit Maximization Through Customer Relationship Marketing, 6(3-4), 59-86.
  • Marandi, E., Harris, J. (2010). The impact of perceived service provider empathy on customer loyalty: Some observations from the health and fitness sector. Managing Leisure, 15(3), 214-227.
  • Oh, S. H., Lee, H. S., Kim, S. J. (2011). The effects of service quality and relationship benefits on relationship commitment and customer loyalty in membership fitness club. Journal of Global Scholars of Marketing Science, 21(3), 115-125.
  • Özdilek, Ç., Demirel, M., & Harmandar, D. (2007). The comparasion of Dumlupinar and Sakarya Universities' Physical Education and Sport School students' participation reasons and participation level in leisure time activities. Journal of Human Sciences, 4(2).
  • Pappu, R., Quester, P. G., Cooksey, R. W. (2005). Consumer based brand equity: Improving the measurement empirical evidence. The Journal of Product and Brand Management, 14(3), 143-154.
  • Parasuraman, A., Zeithaml, A. V., Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41-50.
  • Parasuraman, A., Zeithaml, V. A., Berry, L. L. (1988). Servqual: A multiple item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12-40.
  • Sudhahar, C., Israel, D., Britto, A. P., Selman, V. (2006). Service loyalty measurement scale: A reliability assesment. American Journal of Applied Sciences, 3(4), 1814-1818.
  • Tsai, W. H., Hsu, W., Chou, W. C. (2011). A gap analysis model for improving airport service quality. Total Quality Management & Business Excellence, 22(10), 1025-1040.
  • Tsitskari, E., Tzetzis, G., Konsoulas, D. (2017). Perceived service quality and loyalty of fitness centers’ customers: Segmenting members through their exercise motives. Services Marketing Quarterly, 38(4), 253-268.
  • Vieira, E. R. M., Ferreira, J. J. (2017). Strategic framework of fitness clubs based on quality dimensions: The blue ocean strategy approach. Total Quality Management & Business Excellence, 29(13-14), 1648-1667.
  • Wang, C., Wu, L. (2012). Customer loyalty and the role of relationship length. Managing Service Quality: An International Journal, 22(1), 58-74.
  • Ying, H. (2015). Evaluation of service quality of commercial fitness club based on the QUESC model. The Open Cybernetics & Systemics Journal, 9, 899-903.
  • Zeithaml, A. V., Berry, L. L., Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of Marketing, 60(2), 31-46.
  • Zopiatis, A., Theocharous, A. L., Constanti, P., Tjiapouras, L. (2017). Quality, satisfaction and customers’ future intention: The case of hotels’ fitness centers in Cyprus. Journal of Quality Assurance in Hospitality & Tourism, 18(1), 1-24.
Year 2020, Volume: 18 Issue: 3, 180 - 191, 30.09.2020
https://doi.org/10.33689/spormetre.742043

Abstract

References

  • Agarwal, A., Singhal, D. A., Goel, D. B. (2014). A study of emotional satisfaction, relationship quality and customer loyalty in retail industry. International Journal of Retailing and Rural Business Perspectives, 3(1), 732-740.
  • Barshan, G., Elahi, A., Aghaei, N. (2017). Impact of service quality on satisfaction, loyalty and intention to revisit of sport customers: The case study of swimming pools in Alborz Province. International Review of Management and Marketing, 7(2), 334-339.
  • Bishop, P. A. (2018). Measurement and evaluation in physical activity applications. Exercise Science, Physical Education, Coaching, Athletic Training & Health: Routledge.
  • Bodet, G. (2012). Loyalty in sport participation services: An examination of the mediating role of psychological commitment. Journal of Sport Management, 26(1), 30- 42.
  • Bowen, J. T., Chen, S. (2001). The relationship between customer loyalty and customer satisfaction. International Journal of Contemporary Hospitality Management,13(5), 213-217.
  • Büyüköztürk, Ş., Çakmak, E., Akgün, Ö. E., Karadeniz, Ş., Demirel, F. (2008). Bilimsel araştırma yöntemleri. Ankara: Pegem Akademi.
  • Christodoulides, G., Michaelidou, N. (2011). Shopping motives as antecedents of satisfaction and loyalty. Journal of Marketing Management, 27(1), 181-197.
  • Cronin, J. J., Taylor, S. (1992). Measuring service quality: A re-examination and extension. Journal of Marketing, 56(3), 55-68.
  • Daft, R. L., Marcic, D. (2004). Understanding management. Fourth Edition. Thomson South- Western, USA.
  • Demirbağ, E. (2004). Müşteri ilişkileri yönetimi. İstanbul: İstanbul Ticaret Odası İşletme Yönetiminde Yeni Eğilimler Dizisi.
  • Demirel, M. (2019). Leisure involvement and happiness levels of individuals having fitness center membership. Journal of Education and Learning, 8(6), 140-149.
  • Gücal, A.Ç. (2019). Hizmet kalitesi algısı, müşteri bağlılığı ve müşteri yeniden satın alma niyeti arasındaki ilişkinin incelenmesi: Ankara ili sağlık ve zindelik kulüpleri örneği. Yüksek Lisans Tezi. Ankara: Ankara Üniversitesi Sağlık Bilimleri Enstitüsü.
  • Gücal, A. Ç., Gürbüz, B. (2019). The relationship between leisure boredom, exercise dependence and happiness. 2th. International Congress on Recreation and Sport Management, 115-116, 11-14 April, Muğla, Turkey.
  • Güngörmüş, H. A., Tolukan, E., Sarol, H., Yaşar, B. (2015). Identification of constraints of adults who receive sports services from fitness centers on the participation to recreational activities. International Congress on Education, 164-168, 4-7 June, Athens, Greece.
  • Güngörmüş, H. A. (2007). Özel sağlık-spor merkezlerinden hizmet alan bireyleri rekreasyonel egzersize güdüleyen faktörler. Doktora Tezi. Ankara: Gazi Üniversitesi Sağlık Bilimleri Enstitüsü.
  • Hong, I. B., Cho, H. (2011). The impact of consumer trust on attitudinal loyalty and purchase intentions in B2C e-marketplaces: Intermediary trust vs. seller trust. International Journal of Information Management, 31(5), 469-479.
  • Işık, I., Güngörmüş, H. A., Cengiz, R., Dal, E. (2018). Fitness Merkezlerinden Hizmet Alan Bireylerin Serbest Zaman Kolaylaştırıcılarının Serbest Zamanda Algılanan Özgürlük Düzeyleri Üzerindeki Etkisi. International Congress on Recreation and Sport Management, 309-310. 10-13 May, Muğla, Turkey.
  • Işın, S. M. (2013). Hizmet kalitesinin SERVQUAL yöntemi ile ölçülmesi ve perakende sektöründe bir uygulama. Yüksek Lisans Tezi. Ankara: Gazi Üniversitesi Sağlık Bilimleri Enstitüsü.
  • Kocak, F. (2017). The relationship between leisure constraints, constraint negotiation strategies and facilitators with recreational sport activity participation of college students. College Student Journal, 51(4), 491-497.
  • Lam, E. T. C., Zhang, J. J., Jensen, B. E. (2005). Service quality assessment scale (SQAS): An instrument for evaluating service quality of health-fitness clubs. Measurement in Physical Education and Exercise Science, 9(2), 79-111.
  • Ma, S. C., Kaplanidou, K. (2018). Effects of event service quality on the quality of life and behavioral intentions of recreational runners. Leisure Sciences, 1-21.
  • Özdilek, Ç., Demirel, M., Harmandar, D. (2007). The comparasion of Dumlupinar and Sakarya Universities' Physical Education and Sport School students' participation reasons and participation level in leisure time activities. Journal of Human Sciences, 4(2), 1-14.
  • Peitzika, E., Chatzi, S., Kissa, D. (2020). Service quality expectations in the fitness center context: A validation of the expectations component of the SERVQUAL scale in Greece. Services Marketing Quarterly, 41(2), 89-104.
  • Tsai, W. H., Hsu, W., Chou, W. C. (2011). A Gap analysis model for improving airport service quality. Total Quality Management & Business Excellence, 22(10), 1025-1040.
  • Ying, H. (2015). Evaluation of service quality of commercial fitness club based on the QUESC model. The Open Cybernetics & Systemics Journal, 9(1), 899-903.
  • Gürbüz, B., Çimen, Z. (2007). Spor hizmetlerinde toplam kalite yönetimi. Ankara: Alp Yayınevi.
  • Gürbüz, B., Çimen, Z., Sarol, H., Öncü, E. (2016). Spor hizmetlerinde sadakat ölçeği: Bir geçerlik ve güvenirlik çalışması. Niğde Üniversitesi Beden Eğitimi ve Spor Bilimleri Dergisi, 10(3), 395-404.
  • Gürbüz, B., Gücal, A. Ç. (2018). The relationship between perceived service quality and customer loyalty: A sample of health and fitness clubs. International Congress on Recreation and Sport Management, 303-304, 10-13 May, Muğla, Turkey.
  • Gürbüz, B., Koçak, S., Lam, T. C. (2005). Hizmet kalitesi değerlendirme ölçeğinin Türkçe versiyonunun güvenirliği ve geçerliği, Eğitim ve Bilim Dergisi, 30(138), 70-77.
  • Gürbüz, B., Lam, E. T. C., Koçak, S. (2012). Service quality of health-fitness clubs in Turkey: A revisit. International Journal of Sport Management, 13, 1-22.
  • Hong, I. B., Cho, H. (2011). The impact of consumer trust on attitudinal loyalty and purchase intentions in B2C e-marketplaces: Intermediary trust vs. seller trust. International Journal of Information Management, 31, 469-479.
  • Işın, S. M. (2013). Hizmet kalitesinin SERVQUAL yöntemi ile ölçülmesi ve perakende sektöründe bir uygulama. Yayınlanmamış Yüksek Lisans Tezi, Ankara: Gazi Üniversitesi SBE.
  • Kara, G., Kimzan, S. H. (2016). Marka deneyimi ve tekrar satın alma niyeti arasındaki ilişkide müşteri tatmininin rolü. Anadolu Üniversitesi Sosyal Bilimler Dergisi, 17(4), 73-90.
  • Kocak, F. (2017). The relationship between leisure constraints, constraint negotiation strategies and facilitators with recreational sport activity participation of college students. College Student Journal, 51(4), 491-497. Lam, E. T. C., Zhang, J. J., Jensen, B. E. (2005). Service quality assessment scale (SQAS): An instrument for evaluating service quality of health-fitness clubs. Measurement in Physical Education and Exercise Science, 9(2), 79-111.
  • Lee, J. H., Kim, H. D., Ko, Y. J., Sagas, M. (2011). The influence of service quality on satisfaction and intention: A gender segmentation strategy. Sport Management Review, 14(1), 54-63.
  • Lovelock, C. (2000). Services marketing: People, technology, strategy. 4th Edition. New Jersey: Prentice Hall.
  • Ma, S. C., Kaplanidou, K. (2018). Effects of event service quality on the quality of life and behavioral intentions of recreational runners. Leisure Sciences, 2-21.
  • Malthouse, E., Mulhern, F. (2008). Understanding and using customer loyalty and customer value. Profit Maximization Through Customer Relationship Marketing, 6(3-4), 59-86.
  • Marandi, E., Harris, J. (2010). The impact of perceived service provider empathy on customer loyalty: Some observations from the health and fitness sector. Managing Leisure, 15(3), 214-227.
  • Oh, S. H., Lee, H. S., Kim, S. J. (2011). The effects of service quality and relationship benefits on relationship commitment and customer loyalty in membership fitness club. Journal of Global Scholars of Marketing Science, 21(3), 115-125.
  • Özdilek, Ç., Demirel, M., & Harmandar, D. (2007). The comparasion of Dumlupinar and Sakarya Universities' Physical Education and Sport School students' participation reasons and participation level in leisure time activities. Journal of Human Sciences, 4(2).
  • Pappu, R., Quester, P. G., Cooksey, R. W. (2005). Consumer based brand equity: Improving the measurement empirical evidence. The Journal of Product and Brand Management, 14(3), 143-154.
  • Parasuraman, A., Zeithaml, A. V., Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41-50.
  • Parasuraman, A., Zeithaml, V. A., Berry, L. L. (1988). Servqual: A multiple item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12-40.
  • Sudhahar, C., Israel, D., Britto, A. P., Selman, V. (2006). Service loyalty measurement scale: A reliability assesment. American Journal of Applied Sciences, 3(4), 1814-1818.
  • Tsai, W. H., Hsu, W., Chou, W. C. (2011). A gap analysis model for improving airport service quality. Total Quality Management & Business Excellence, 22(10), 1025-1040.
  • Tsitskari, E., Tzetzis, G., Konsoulas, D. (2017). Perceived service quality and loyalty of fitness centers’ customers: Segmenting members through their exercise motives. Services Marketing Quarterly, 38(4), 253-268.
  • Vieira, E. R. M., Ferreira, J. J. (2017). Strategic framework of fitness clubs based on quality dimensions: The blue ocean strategy approach. Total Quality Management & Business Excellence, 29(13-14), 1648-1667.
  • Wang, C., Wu, L. (2012). Customer loyalty and the role of relationship length. Managing Service Quality: An International Journal, 22(1), 58-74.
  • Ying, H. (2015). Evaluation of service quality of commercial fitness club based on the QUESC model. The Open Cybernetics & Systemics Journal, 9, 899-903.
  • Zeithaml, A. V., Berry, L. L., Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of Marketing, 60(2), 31-46.
  • Zopiatis, A., Theocharous, A. L., Constanti, P., Tjiapouras, L. (2017). Quality, satisfaction and customers’ future intention: The case of hotels’ fitness centers in Cyprus. Journal of Quality Assurance in Hospitality & Tourism, 18(1), 1-24.
There are 52 citations in total.

Details

Primary Language Turkish
Subjects Sports Medicine
Journal Section Research Article
Authors

Bülent Gürbüz 0000-0003-2424-2111

Çağrı Gücal 0000-0002-3200-0385

Publication Date September 30, 2020
Published in Issue Year 2020 Volume: 18 Issue: 3

Cite

APA Gürbüz, B., & Gücal, Ç. (2020). ALGILANAN HİZMET KALİTESİ VE MÜŞTERİ BAĞLILIĞI ARASINDAKİ İLİŞKİ: SAĞLIK VE ZİNDELİK KULÜPLERİ ÖRNEĞİ. SPORMETRE Beden Eğitimi Ve Spor Bilimleri Dergisi, 18(3), 180-191. https://doi.org/10.33689/spormetre.742043

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