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REKREASYONEL SPOR HİZMETLERİ KALİTE ÖLÇEĞİ-38’İN TÜRKÇE VERSİYONU GEÇERLİK VE GÜVENİRLİK ÇALIŞMASI

Yıl 2012, Cilt: 6 Sayı: 3, 271 - 278, 01.12.2012

Öz

Bu çalışmanın amacı Rekreasyonel Spor Hizmetleri Kalite Ölçeğinin The Scale of Service Quality in Recreational Sport: SSQRS Türkçe uyarlanmasının geçerliğini ve güvenirliğini test etmektir. Çalışmaya 131 bayan % 43,1 , 173 erkek % 56,9 toplam 304 rekreasyonel spor hizmeti alan gönüllü katılımcılar katılmıştır. “Rekreasyonel Spor Hizmetleri Kalite Ölçeği” bireylerin rekreasyonel spor hizmetine katılımında kaliteyi ölçen 49 madde ve a program çeşitliliği, b çalışma zamanı, c bilgi, d müşteri-çalışan etkileşimi, e müşteriler arası etkileşim, f fiziksel değişim, g birleşim değeri, h sosyalleşme, i ambiyans, j tasarım ve k malzemeden oluşan 11 alt boyuttan oluşmaktadır. Katılımcılar ölçekte yer alan maddeleri “Hiç Katılmıyorum 1 ’den, Tamamen Katılıyorum 7 şeklinde 7’li Likert tipi ölçek üzerinde değerlendirmektedir. SSQRS’in faktör yapısının belirlenmesi için yapılan Temel Bileşenler Principle Component Analizi varimax dönüştürmesi sonuçlarına göre SSQRS-38’in Türkçe versiyonu 10 faktörlü yapıyı desteklemekte ve 38 madde 304 katılımcı için ölçeğin % 73’ünü açıklamaktadır. Ölçeğin güvenirliğini test etmek için hesaplanan Cronbach Alpha iç tutarlılık katsayısı 304 rekreatif egzersiz katılımcısı için .72 çalışma zamanı ile .91 tasarım arasında bulunmuştur. Elde edilen bulgular doğrultusunda, SSQRS-38 ölçeğinin Türk rekreasyonel spor hizmeti alan katılımcıların hizmet kalitesini değerlendirmeleri için geçerli ve güvenilir olduğunu söylemek mümkündür.

Kaynakça

  • Anderson, E, W., Fortiell, C. and Lehtnann, D. R., “Customer Satisfaction, Market Share, and Profitability: Findings from Sweden” Journal of Marketing, 58 (3), pp.53-66, 1994.
  • Boshoff C. and Gray B., “The Relationships Between Service Quality, Customer Satisfaction and Buying Intentions in the Private Hospital Industry” South African Journal of Business Management, 35(4), pp. 27-37, 2004.
  • Crompton, J. L, and MacKay, K., “Users' Perceptions of the Relative Importance of Service Quality Dimensions in Selected Public Recreation Programs” Leisure Science, 11(4), pp. 367- 375, 1989.
  • Fan Yuen Wah, C., Kwan Wing Sang, V., and So Ka Man, C., “Customer Satisfaction Assessment of Non-Government Sports and Recreation Organisations in Hong Kong Using SERVQUAL” http://www.staff.vu.edu.au/PeterKalmund/html/1999_hk.htm, Retrieved 15 February 2006, 1999.
  • Flynn, B.B., Schroeder, R.G. and Sakakibara, S., “The Impact of Quality Management Practices on Performance and Competitive Advantage” Decision Sciences, 26, pp. 659-691, 1995.
  • Greenwell, T, C., Fink J. S, and Pastore D. L., “Perceptions of the Psychographic Variables to Identify Customer Segments” Sport Marketing Quarterly, 11 (4), pp. 233-241, 2002. and
  • Gürbüz, B., Reliability and Validity of The Turkish Version of The Service Quality Assessment Scale, Master of Science the Graduate School of Sosial Sciences of Middle East Technical University, 2003.
  • Harrington D. and Akehurst G., ”An Empirical Study of Service Quality Implementation” The Service Industries Journal, 20, 2., pp.133-156, April 2000.
  • Howat G., Absher J., Crilley G. and Milne L., “Measuring Customer Service Quality in Sports and Leisure Centres” Managing Leisure, 1, pp. 77–89, 1996.
  • Kelley, S. W., and Turley, L. W., “Consumer Perception of Service Quality Attributes at Sporting Events” Journal of Business Research, 54, 2, pp. 161-166, 2001.
  • Kim, D., and Kim, S. Y., “An Instrument for Assessing the Service Quality of Sport Centers in Korea” Journal of Sport Management, 9, pp. 208-220, 1995.
  • Ko Y. J. and Pastore D. L., “Current Issues and
  • Conceptualizations of Service Quality in the Recreation Sport Journal of Sport Management, 10 (1), pp.15-31, 1996.
  • Westerbeek, H. M., “The Influence of Frequency of
  • Industry” Sport Marketing Quarterly, 13, pp. 158-166, 2004.
  • Ko Y. J. and Pastore D. L.. “A Hierarchical Model of Service Quality for the Recreational Sport Industry” Sport Marketing Quarterly, 14, pp.84-97, 2005.
  • Lam, E. T. C., Zhang, J. J., and Jensen, B. E., “Service Quality Assessment Scale (SQAS) : An Istrument for of Service Quality” Total Quality
  • Thedorakis, N., Kambitsis, C., and Laios, A., “Relationship Between Measures of Service and Satisfaction of Spectators in Professional Sports” Managing Service Quality, 11,6, pp.431-438, 2001.
  • Wakefield, K, L., Blodgett, J. G. and Sloan, H. J., Attendance and Age on Place-Specific Dimensions of Service Quality at Austrilian Rules Football Matches” Sport Marketing Quarterly, 9 (4), pp. 194-202, 2000.
  • Zeithaml, V, A,, Berry, L. L. and Parasuraman, A., “The Behavioral Consequences of Service Quality” Journal of Marketing, 60(2), pp. 31-46, 1996.

RELIABILITY AND VALIDITY ANALYSIS OF TURKISH VERSION OF THE SCALE OF SERVICE QUALITY IN RECREATIONAL SPORT-38

Yıl 2012, Cilt: 6 Sayı: 3, 271 - 278, 01.12.2012

Öz

The purpose of the study was to test the reliability and validity of the “The Scale of Service Quality inRecreational Sport" SSQRS -38 for Turkish recreational sports participants. 173 male 56.9% and131 female 43.1% exercise participants voluntarily participated in this study. The Scale of ServiceQuality in Recreational Sport -38 is a 49-item self-report measure of recreational sport service qualityand consists of the following eleven subscales: a range of programs, b operating time, c information, d client-employee interaction, e inter-client interaction, f physical change, g valance, h sociability, i ambiance, j design ve k equipment. Participants were asked to rate each item on a7-point Likert scale ranging from 1 strongly disegree to 7 strongly agree . Principle ComponentFactor Analysis with Varimax Rotation for testing factor structure of Turkish version of SSQRS-38supported 10 factor structures for 304 exercise participants and 38 items explains 73 % of variance.The internal consistency Cronbach Alpha value for 304 exercise participants were ranged from .72 operating time to .91 design . It can be concluded that the SSQRS-38 is a reliable and validinstrument to assess quality in recreational sport services for Turkish participants

Kaynakça

  • Anderson, E, W., Fortiell, C. and Lehtnann, D. R., “Customer Satisfaction, Market Share, and Profitability: Findings from Sweden” Journal of Marketing, 58 (3), pp.53-66, 1994.
  • Boshoff C. and Gray B., “The Relationships Between Service Quality, Customer Satisfaction and Buying Intentions in the Private Hospital Industry” South African Journal of Business Management, 35(4), pp. 27-37, 2004.
  • Crompton, J. L, and MacKay, K., “Users' Perceptions of the Relative Importance of Service Quality Dimensions in Selected Public Recreation Programs” Leisure Science, 11(4), pp. 367- 375, 1989.
  • Fan Yuen Wah, C., Kwan Wing Sang, V., and So Ka Man, C., “Customer Satisfaction Assessment of Non-Government Sports and Recreation Organisations in Hong Kong Using SERVQUAL” http://www.staff.vu.edu.au/PeterKalmund/html/1999_hk.htm, Retrieved 15 February 2006, 1999.
  • Flynn, B.B., Schroeder, R.G. and Sakakibara, S., “The Impact of Quality Management Practices on Performance and Competitive Advantage” Decision Sciences, 26, pp. 659-691, 1995.
  • Greenwell, T, C., Fink J. S, and Pastore D. L., “Perceptions of the Psychographic Variables to Identify Customer Segments” Sport Marketing Quarterly, 11 (4), pp. 233-241, 2002. and
  • Gürbüz, B., Reliability and Validity of The Turkish Version of The Service Quality Assessment Scale, Master of Science the Graduate School of Sosial Sciences of Middle East Technical University, 2003.
  • Harrington D. and Akehurst G., ”An Empirical Study of Service Quality Implementation” The Service Industries Journal, 20, 2., pp.133-156, April 2000.
  • Howat G., Absher J., Crilley G. and Milne L., “Measuring Customer Service Quality in Sports and Leisure Centres” Managing Leisure, 1, pp. 77–89, 1996.
  • Kelley, S. W., and Turley, L. W., “Consumer Perception of Service Quality Attributes at Sporting Events” Journal of Business Research, 54, 2, pp. 161-166, 2001.
  • Kim, D., and Kim, S. Y., “An Instrument for Assessing the Service Quality of Sport Centers in Korea” Journal of Sport Management, 9, pp. 208-220, 1995.
  • Ko Y. J. and Pastore D. L., “Current Issues and
  • Conceptualizations of Service Quality in the Recreation Sport Journal of Sport Management, 10 (1), pp.15-31, 1996.
  • Westerbeek, H. M., “The Influence of Frequency of
  • Industry” Sport Marketing Quarterly, 13, pp. 158-166, 2004.
  • Ko Y. J. and Pastore D. L.. “A Hierarchical Model of Service Quality for the Recreational Sport Industry” Sport Marketing Quarterly, 14, pp.84-97, 2005.
  • Lam, E. T. C., Zhang, J. J., and Jensen, B. E., “Service Quality Assessment Scale (SQAS) : An Istrument for of Service Quality” Total Quality
  • Thedorakis, N., Kambitsis, C., and Laios, A., “Relationship Between Measures of Service and Satisfaction of Spectators in Professional Sports” Managing Service Quality, 11,6, pp.431-438, 2001.
  • Wakefield, K, L., Blodgett, J. G. and Sloan, H. J., Attendance and Age on Place-Specific Dimensions of Service Quality at Austrilian Rules Football Matches” Sport Marketing Quarterly, 9 (4), pp. 194-202, 2000.
  • Zeithaml, V, A,, Berry, L. L. and Parasuraman, A., “The Behavioral Consequences of Service Quality” Journal of Marketing, 60(2), pp. 31-46, 1996.
Toplam 20 adet kaynakça vardır.

Ayrıntılar

Birincil Dil İngilizce
Bölüm Research Article
Yazarlar

Emine Köşker Demir Bu kişi benim

Zafer Çimen Bu kişi benim

Yayımlanma Tarihi 1 Aralık 2012
Yayımlandığı Sayı Yıl 2012 Cilt: 6 Sayı: 3

Kaynak Göster

APA Demir, E. K., & Çimen, Z. (2012). RELIABILITY AND VALIDITY ANALYSIS OF TURKISH VERSION OF THE SCALE OF SERVICE QUALITY IN RECREATIONAL SPORT-38. Beden Eğitimi Ve Spor Bilimleri Dergisi, 6(3), 271-278.

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