THE INVESTIGATION OF THE LEVEL OF SATISFACTION FOR THE DIFFERENT CATEGORIES OF THE SPORTS CENTRE

Yıl 2018, Cilt: 3 Sayı: 1, 260 - 266, 01.04.2018

Serap Çolak Umut Dolu

Öz

In the world, development of the service sector is one of the factors that determine countries’ level of
development. The increasing competitive environment and urbanization, lead to the establishment of a new
service sector to address people’s need for physical exercises. For this purpose, we asked customers that go to
sports centers to evaluate the service they received and tried to find out the factors that impacted the quality of
this service. A total of 328 randomly selected people from Istanbul (%43,3 (142) female, %56,7 (186) male),
participated in our study. We applied a survey called “Quality Perception and a Satisfaction Survey in Sports
Center” to the participants. The survey questions contain these following categories; the state of the physical
comfort of the gym, the quality of exercise equipment and exercise methods which are used in the gym,
qualification and sentience of trainers of sports, the satisfaction levels of the participants to the gym, questions
about traffic and car-park issues, the latter two being among the biggest problems of the city life. The results
were statistically compared according to gender of participants. There was a statistically significant difference
between males and females about the comparison of the responses to questions about traffic and parking
problems (p<0,05). We fond that female participants had more troubles related to traffic and car-parking. The
results of our study shows that there is a necessity to resolve traffic and parking related problems which would
be partially solved if the location of the service was more reachable, not crowded and had adequate parking
spaces

Anahtar Kelimeler

sports centers, traffic, gender, satisfaction

Kaynakça

• Bergman, Bo., Klefsjö, B. (1994). Quality, McGraw-Hill, Sweeden.
• Çeto E. (2016) KKTC genelinde faaliyet gösteren özel spor merkezleri üyelerinin hizmet kalitesine yönelik algıları, Yakın Doğu Üniversitesi, Sağlık Bilimleri Enstitüsü, Beden Eğitimi ve Spor
• Anabilim Dalı, Yüksek Lisans tezi.
• Çoban, B. (2002). Spor Hizmetlerine İlişkin Halkın Belediyelerden Beklentileri (Elazığ Belediyesi Örneği), Ankara: Gazi Üniversitesi, Sağlık Bilimleri Enstitüsü, Yayınlanmamış Doktora Tezi.
• Devebakan, N., Aksaraylı, M. (2003). Sağlık İşletmelerinde Algılanan Hizmet Kalitesinin Ölçümünde Servqual Skorlarının Kullanımı ve Özel Altınordu Hastanesi Uygulaması. Dokuz Eylül Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 5(1): 38–54
• Goetsch, DL., Stanley, BD. (1998). Understanding and İmplementing ISO 9000 and ISO Standarts, Prentice-Hall, USA.
• Gözlü, S. (1995). ‘’Hizmet Kalitesinin Kontrolünde İstatiksel Yöntemler’’, Verimlilik Dergisi, MPM
• Yayını, Sayı:1995/2, Ankara.
• Greenwell., F., Pastore, DL. (2004). Perceptions of the Service Experience: Using Demographic and Psychographic Variables to Identify Customer Segments. Sport Marketing Quarterly, 11(4): 233-241
• Kunsk, P., Lemmink, J. (1996) Managing Service Quality, Paul Chapman Publishing, London.
• Kuriloff, A., Hemphill, JM., Cloud, D. (1993). Starting and Managing the Small Business , Mc Graw-Hill Edition, Singapore.
• Parasuraman, A., Zeithaml, VA., Berry, LL. (1985). A Conceptual Model of Service Quality and Its Implications for Future Research, Journal of Marketing, Vol.49, 41-50
• Ramaswamy, R. (1996). Design and Management of Service Process. Massachusetts: Addison Wesly Publishing Company Inc., s.12-15,345
• Rosander, AC. (1989). The Quest for Quality in Services, Quality Resources, Milwaukee: ASQC Quality Press,
• Savaş, N. (2012). Hizmet Kalitesi, Müşteri Tatmini ve Müşteri Sadakati: Fitness Merkezi Üyeleri Üzerine Bir İnceleme, Balıkesir Üniversitesi, Sosyal Bilimler Enstitüsü.
• Tek, ÖB. (1999). Pazarlama İlkeleri, Beta Yayınları, İstanbul.
• Theodorakıs, N., Alexandrıs, K., Rodrıguez, P., Sarmento, P J. (2004). Measuring “Customer Satisfaction in the Context of Health Clubs in Portugal.” International Sports Journal. Winter, 8(1).
• Uçan Y. (2007). Spor-fitness merkezlerinin algılanan hizmet kalitesi ölçeğinin geliştirilmesi.
• Yayınlanmamış Doktora Tezi, Abant İzzet Baysal Üniversitesi, Sosyal Bilimler Enstitüsü.
• Uyguç, N. (1998). Hizmet Sektöründe Kalite Yönetimi; Stratejik Bir Yaklaşım, Dokuz Eylül
• Yayınları, 1.baskı, İzmir.
• Yaşar, Y. (2013). Fitness Sektöründe Hizmet Kalitesi Algısı, Maltepe Üniversitesi, Sosyal Bilimleri Enstitüsü, Pazarlama İletişimi ve Marka Yönetimi, Yüksek Lisans Tezi.
• Yıldız Y., Onağ A., Onağ Z. (2013) Uluslararası Hakemli Beşeri ve Akademik Bilimler Dergisi Kış Dönemi Cilt: 2 Sayı: 3.