Year 2017, Volume 8, Issue 1, Pages 1 - 13 2017-01-15

Assessment of expectations and perceptions of sport business customers for service quality: a study of sport business sector in Sivas, Turkey

Mücahit Fişne [1] , Mehmet Gül [2] , Aydoğan Soygüden [3]

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In this study, it is aimed to evaulate the sport customers’ perceptions of the service quality and the sport businesses’performance in Sivas, Turkey and with the gained data to improve some advices for sport businesses to give more effective service quality. The data which is used in this study have been gained from the customers of 10 sport businesses in Sivas, Turkey. SQAS (Service Quality Assessment Scale) instrument, which was developed by Lam et al., (2005), to measure the service quality of Fitness Centers, was used as a means to collect data. The data used in the research were obtained from the customers (n=316) of 10 sport businesses in Sivas province. To find the difference between groups, “irrelevant-modelling t test” and “paired-modelling t test” have been used. The difference between them has been accepted as meaningful if p<0.05. When the service expectations according to the gender are compared, it is seen that the females have higher expectation levels in all aspects than the males. When the service perceptions according to the gender are compared, it is seen that the females in all aspects except “physical establishment” have found the service quality more satisfying than the males. The results indicate that the expectations of the customers of sport businesses in Sivas, (Turkey) province are not met completely. All the customers that get service from the sports institutions in the city of Sivas have the satisfaction more than the avarege, but their expectations haven’t been fully met. It has been determined that there is a meaningful difference between the expectation and perception scores in the negative direction. It is seen that the aspect that has the lowest expectation level is “undressing room”. “Training center”, “personnel”, “program” and “physical establishment” aspects follow “undressing room” aspect in order.


Sport businesses, service quality, perception
  • Afthinos, Y., Theodorakis, N.D., Nassis, P. (2005). Customers' expectations of service in. Greek fitness centers'. Managing Service Quality, 15(3), 245-258. Akgül, A., Çevik O. (2003). Techniques for Statistical Analysis, Emek Ofset Ltd.Şti., Ankara, p: 436. Argan, M., Katirci H. (2008). 2. Baskı, Sports Marketing, Nobel Publication, Ankara, p: 199,200 Aslan, M., Koçak M.S. (2011). Determination Of The Service Quality Among Sport And Fitness Centers Of The Selected Universities, International Journal of Human Science, Volume: 8 Issue: 2, 818-833.
Subjects Sport Sciences
Journal Section SPORT MANAGEMENT
Authors

Author: Mücahit Fişne
Institution: CUMHURIYET UNIVERSITY, SCHOOL OF PHYSICAL EDUCATION AND SPORTS
Country: Turkey


Author: Mehmet Gül
Institution: CUMHURIYET UNIVERSITY, SCHOOL OF PHYSICAL EDUCATION AND SPORTS
Country: Turkey


Author: Aydoğan Soygüden (Primary Author)
Institution: Erciyes University, School of Physical Education and Sport, Kayseri, Turkey
Country: Turkey


Dates

Publication Date: January 15, 2017

Bibtex @research article { psbd376828, journal = {Pamukkale Journal of Sport Sciences}, issn = {}, eissn = {1309-0356}, address = {Pamukkale University}, year = {2017}, volume = {8}, pages = {1 - 13}, doi = {}, title = {Assessment of expectations and perceptions of sport business customers for service quality: a study of sport business sector in Sivas, Turkey}, key = {cite}, author = {Fişne, Mücahit and Gül, Mehmet and Soygüden, Aydoğan} }
APA Fişne, M , Gül, M , Soygüden, A . (2017). Assessment of expectations and perceptions of sport business customers for service quality: a study of sport business sector in Sivas, Turkey. Pamukkale Journal of Sport Sciences, 8 (1), 1-13. Retrieved from http://dergipark.org.tr/psbd/issue/34046/376828
MLA Fişne, M , Gül, M , Soygüden, A . "Assessment of expectations and perceptions of sport business customers for service quality: a study of sport business sector in Sivas, Turkey". Pamukkale Journal of Sport Sciences 8 (2017): 1-13 <http://dergipark.org.tr/psbd/issue/34046/376828>
Chicago Fişne, M , Gül, M , Soygüden, A . "Assessment of expectations and perceptions of sport business customers for service quality: a study of sport business sector in Sivas, Turkey". Pamukkale Journal of Sport Sciences 8 (2017): 1-13
RIS TY - JOUR T1 - Assessment of expectations and perceptions of sport business customers for service quality: a study of sport business sector in Sivas, Turkey AU - Mücahit Fişne , Mehmet Gül , Aydoğan Soygüden Y1 - 2017 PY - 2017 N1 - DO - T2 - Pamukkale Journal of Sport Sciences JF - Journal JO - JOR SP - 1 EP - 13 VL - 8 IS - 1 SN - -1309-0356 M3 - UR - Y2 - 2016 ER -
EndNote %0 Pamukkale Journal of Sport Sciences Assessment of expectations and perceptions of sport business customers for service quality: a study of sport business sector in Sivas, Turkey %A Mücahit Fişne , Mehmet Gül , Aydoğan Soygüden %T Assessment of expectations and perceptions of sport business customers for service quality: a study of sport business sector in Sivas, Turkey %D 2017 %J Pamukkale Journal of Sport Sciences %P -1309-0356 %V 8 %N 1 %R %U
ISNAD Fişne, Mücahit , Gül, Mehmet , Soygüden, Aydoğan . "Assessment of expectations and perceptions of sport business customers for service quality: a study of sport business sector in Sivas, Turkey". Pamukkale Journal of Sport Sciences 8 / 1 (January 2017): 1-13.
AMA Fişne M , Gül M , Soygüden A . Assessment of expectations and perceptions of sport business customers for service quality: a study of sport business sector in Sivas, Turkey. Pamukkale Journal of Sport Sciences. 2017; 8(1): 1-13.
Vancouver Fişne M , Gül M , Soygüden A . Assessment of expectations and perceptions of sport business customers for service quality: a study of sport business sector in Sivas, Turkey. Pamukkale Journal of Sport Sciences. 2017; 8(1): 13-1.