Spor ve Sağlıklı Yaşam Merkezlerinde Hizmet Kalitesine Yönelik Müşteri Beklentilerinin ve Algılarının Analizi (Afyonkarahisar İli Örneği)

Öz

Bu çalışmanın amacı, Afyonkarahisar ilinde fitness merkezi müşterilerinin hizmet kalitesine yönelik beklenti ve algılarının incelenmesidir. Araştırma Afyonkarahisar ilinde bulunan 11 farklı sağlıklı yaşam merkezini kullanan 171’i erkek (yaş: 23.51±12.67), 169’u kadın (yaş:26.57±13.85) olmak üzere toplam 340 (yaş:25.03±13.34) katılımcı dâhil olmuştur. Araştırmada veri toplama aracı olarak Lam (2000) tarafından geliştirilen ve Türkçe uyarlaması Gürbüz, Koçak ve Lam (2012) tarafından yapılan “Hizmet Kalitesi Değerlendirme Ölçeği” (HKDÖ) kullanılmıştır. HDKÖ 4 alt boyut (personel, program, soyunma odaları, tesis) ve toplam 34 maddeden oluşmaktadır. Ölçek 5’li likert tipinde olup (1: Hiç Katılmıyorum, 5: Tamamen Katılıyorum) katılımcıların üyesi oldukları fitness merkezinden duydukları beklenti ve algılarını ölçmektedir. Verilerin analizinde betimleyici istatistik ve tek değişkenli varyans analizi (ANOVA) ile ilişkisiz örneklemler T-Tesi (Independent Samples T-Test) yöntemi kullanılmıştır. Araştırma bulgularına göre katılımcıların Hizmet Kalitesi Değerlendirme Ölçek puanlarında yaş, cinsiyet, aylık gelir, üyelik süresi ve tesisi kullanım sıklığı açısından anlamlı farklılık tespit edilirken (p<0.05), medeni durum ve eğitim durumları arasında istatistiksel açıdan anlamlı farklılık olmadığı tespit edilmiştir (p>0.05).

Anahtar Kelimeler

• Hizmet Kalitesi,Beklenti,Algı

Analysis of Expectations and Perceptions of the Customers in Sports and Healthy Life Centers for Service Quality (Sample of Afyonkarahisar Province)

Abstract

The purpose of this study is to analyze the expectations and perceptions of the fitness center customers related with the quality of service in Afyonkarahisar. A total of 340 participants (age: 25.03 ± 13.34), including 171 men (age: 23.51 ± 12.67) and 169 women (age: 26.57 ± 13.85) who used 11 different wellness centers in Afyonkarahisar were included in the study. The "Service Quality Assessment Scale" (LSP) developed by Lam (2000) and adapted by Turkish Gurbuz, Koçak and Lam (2012) was used as a data collection tool in the research. The HDQÖ consists of 4 sub-dimensions (personnel, program, locker rooms, facility) and a total of 34 articles. The scale is in likert type of 5 (1: I definitely do not participate, 5: I definitely Participate) and measures the expectations and perceptions of the participants from the wellness center. Independent samples t-test, descriptive statistics and One way Variance Analysis (ANOVA) were used in the analysis of the data. According to the research findings, there was no statistically significant difference between the marital status and educational status (p> 0.05), while there was a significant difference in the Service Quality Evaluation Scale scores of the participants in terms of age, gender, monthly income, duration of membership and the frequency of using the facility (p< 0.05).

Keywords

• Service Quality,Expectation,Perception

Kaynakça

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