THE RELATIONSHIP BETWEEN EXERCISE ADDICTION AND PERCEIVED SERVICE QUALITY IN FITNESS CENTERS

Öz

Abstract: This study aims to examine the relationship between exercise addiction levels and perceived service quality among fitness center members. Employing a relational survey model, data were collected via questionnaires from 244 voluntary participants who were members of corporate-level fitness centers in Karabük, Turkey. The research data were gathered using a three-part form consisting of a personal information form, the Exercise Addiction Scale, and the Sports-Fitness Centers’ Perceived Service Quality Scale. The collected data were analyzed using correlation and multiple regression analyses. The findings revealed that participants’ exercise addiction levels were moderate (X̄=57.82), while their perceived service quality levels were high (X̄=132.30). A statistically significant, positive, yet weak correlation was identified between the total scores of exercise addiction and perceived service quality (r=0.264; p<0.01). Multiple regression analysis (F(3, 240)=10.376; p<0.001; R²=0.115) indicated that the sub-dimensions of exercise addiction, namely “Excessive Focus and Mood Modification” (β=0.257; p<0.001) and “Tolerance Development and Passion” (β=0.200; p=0.010), significantly and positively predicted perceived service quality. However, the sub-dimension “Postponement of Individual-Social Needs and Conflict” (β=-0.102; p>0.05) showed no significant effect. In conclusion, a weak positive relationship was observed between exercise addiction levels and perceived service quality among fitness center members. This can be explained by the fact that high-quality service better meets members’ needs and that the positive emotions derived from exercise are reflected in their service perceptions. It is recommended that fitness centers consider members’ exercise motivations and potential addiction tendencies when developing strategies for target audience segmentation.

Anahtar Kelimeler

• Exercise Addiction
• Service Quality
• Fitness Center

FİTNESS MERKEZLERİNDE EGZERSİZ BAĞIMLILIĞI İLE ALGILANAN HİZMET KALİTESİ İLİŞKİSİ

Öz

Öz: Bu çalışmanın amacı, fitness merkezi üyelerinin egzersiz bağımlılık düzeyleri ile bu merkezlerden algıladıkları hizmet kalitesi arasındaki ilişkiyi incelemektir. İlişkisel tarama modelinin kullanıldığı araştırmada veriler Karabük ilindeki kurumsal düzeyde hizmet veren işletmelere üye 244 gönüllü katılımcıdan anket tekniğiyle toplanmıştır. Araştırma verileri Kişisel Bilgi Formu, Egzersiz Bağımlılığı Ölçeği ve Spor-Fitness Merkezi Algılanan Hizmet Kalitesi Ölçeği olmak üzere üç bölümlü form aracılığı ile toplanmıştır. Veriler, korelasyon ve çoklu regresyon analizleriyle çözümlenmiştir. Bulgulara göre, katılımcıların egzersiz bağımlılığı düzeyleri orta (X̄=57.82), algılanan hizmet kalitesi düzeyleri ise yüksek (X̄=132.30) bulunmuştur. Egzersiz bağımlılığı ile algılanan hizmet kalitesi toplam ölçek puanları arasında istatistiksel olarak anlamlı, pozitif yönlü ancak zayıf bir ilişki saptanmıştır (r=0.264; p<0.01). Yapılan çoklu regresyon analizi (F(3, 240)=10.376; p<0.001; R²=0.115), egzersiz bağımlılığının alt boyutlarından "Aşırı Odaklanma ve Duygu Değişimi" (β=0.257; p<0.001) ve "Tolerans Gelişimi ve Tutku" (β=0.200; p=0.010) boyutlarının algılanan hizmet kalitesini anlamlı ve pozitif yönde yordadığını göstermiştir. Buna karşın, "Bireysel-Sosyal İhtiyaçların Ertelenmesi ve Çatışma" (β=-0.102; p>0.05) alt boyutunun anlamlı bir etkisi bulunmamıştır. Sonuç olarak, fitness merkezi üyelerinin egzersiz bağımlılık düzeyleri ile algıladıkları hizmet kalitesi arasında pozitif yönlü zayıf bir ilişki olduğu gözlemlenmiştir. Bu durum, kaliteli hizmetin üyelerin ihtiyaçlarını daha iyi karşılamasıyla ve egzersizden aldıkları pozitif duyguların hizmet algılarına yansımasıyla açıklanabilir. Fitness merkezlerinin hedef kitle segmentasyonunda üyelerin egzersiz motivasyonları ve potansiyel bağımlılık eğilimlerini dikkate alarak stratejiler geliştirmesi önerilmektedir.

Anahtar Kelimeler

• Egzersiz Bağımlılığı
• Hizmet Kalitesi
• Fitness Merkezi

Kaynakça

1. Ajzen, I. (1991). The theory of planned behavior. Organizational Behavior and Human Decision Processes, 50(2), 179-211. https://doi.org/10.1016/0749-5978(91)90020-T
2. Anshel, M. H. (2013). A cognitive-behavioral approach for promoting exercise behavior: The disconnected values model. Journal of Sport Behavior, 36(2), 107.
3. Aras, H., Çimen, K., & Bal, F. (2019). Evaluation of the quality of service perceived in physical exercise services: B-fit case of Ankara. Journal of Social, Humanities and Administrative Sciences, 5(21), 1323-1332. https://doi.org/10.31589/JOSHAS.228
4. Bandyopadhyay, N. (2018). Whether service quality determinants and customer satisfaction influence loyalty: A study of fitness services. International Journal of Business Excellence, 15(4), 520-535. https://doi.org/10.1504/IJBEX.2018.093875
5. Barbosa, H. F., Barbosa, J., Sabino, B., & Loureiro, V. (2022). Determinants of service quality influencing customer satisfaction in fitness centers: A systematic review. European Journal of Human Movement, 49, 1-17. https://doi.org/10.21134/eurjhm.2022.49.3
6. Başaran, Z., Doğanay, M., Çolak, S., & Erdal, R. (2019, April). Examination of exercise addiction, happiness and life astisfaction of persons continuing to fitness centers in terms of personal characteristics. 2nd International Congress of Sports and Wellness for All, Antalya.
7. Batu, B., & Aydın, A. D. (2020). Examination of exercise addiction levels of elite swimming athletes. Gaziantep University Journal of Sport Science, 5(4), 399-412. https://doi.org/10.31680/gaunjss.805038
8. Berczik, K., Szabó, A., Griffiths, M. D., Kurimay, T., Kun, B., Urbán, R., & Demetrovics, Z. (2012). Exercise addiction: Symptoms, diagnosis, epidemiology, and etiology. Substance Use & Misuse, 47(4), 403-417. https://doi.org/10.3109/10826084.2011.639120

9. Bircher, J., Griffiths, M. D., Kasos, K., Demetrovics, Z., & Szabo, A. (2017). Exercise addiction and personality: A two-decade systematic review of the empirical literature (1995-2015). Baltic Journal of Sports and Health Sciences, 3(106), 19-33. https://doi.org/10.33607/bjshs.v3i106.30
10. Bouchard, C., Blair, S. N., & Haskell, W. L. (2012). Physical activity and health. Human kinetics.
11. Boulding, W., Kalra, A., Staelin, R., & Zeithaml, V. A. (1993). A dynamic process model of service quality: from expectations to behavioral intentions. Journal of Marketing Research, 30(1), 7-27. https://doi.org/10.1177/002224379303000102
12. Bureau, A., Blom, L. C., Bolin, J., & Nagelkirk, P. (2019). Passion for exercise: passion’s relationship to general fitness indicators and exercise addiction. International Journal of Exercise Science, 12(5), 122. https://doi.org/10.70252/zrwi2865
13. Büyüköztürk, Ş. (2020). The Handbook of Data Analysis for Social Sciences: Statistics, research design, SPSS applications and interpretation (27 ed.). Pegem.
14. Can, E., & Kızılet, A. (2021). The effect of the service quality perceptions of ındividuals who train regularly at gyms on commitment to sport. Journal of Sports Education, 5(3), 87-97.
15. Can, İ. (2022). Examining the relationship between exercise addiction and quality of life of fitness participants [Unpubslihed Master Thesis]. Selcuk University.
16. Cengiz, R., & Yaşartürk, F. (2020). Examination of the relationship between fitness participants' service quality and leisure satisfaction levels in gyms. International Journal of Contemporary Educational Studies, 6(1), 48-62.
17. Cortina, J. M. (1993). What is coefficient alpha? An examination of theory and applications. Journal of Applied Psychology, 78(1), 98-104. https://doi.org/10.1037/0021-9010.78.1.98
18. Creswell, J. (2014). Research design: Qualitative, quantitative and mixed methods approaches (Vol. 4). Sage.
19. Çiçek, G. (2020). Physical activity and health. Nobel Academik.
20. Çiftçi, S., & Çakmak, G. (2018). Examination of Expectations and Perception Levels Related to Service Quality of Fitness Centers Customers. Journal of Sport Sciences Research, 3(1), 23-31. https://doi.org/10.25307/jssr.368522
21. Deci, E. L., & Ryan, R. M. (2000). The "what" and" why" of goal pursuits: Human needs and the self-determination of behavior. Psychological Inquiry, 11(4), 227-268. https://doi.org/10.1207/S15327965PLI1104_01
22. Demir, G. T. (2022). Relationship between exercise addiction and happiness and experiences in the case of exercise intolerance. Gazi Journal of Physical Education and Sport Sciences, 27(4), 281-296. https://doi.org/10.53434/gbesbd.1118766
23. Demirel, H. G. (2020). Investigation of exercise addiction levels of senior athletes. Gazi Journal of Physical Education and Sport Sciences 5(3), 242-254. https://doi.org/10.31680/gaunjss.737158
24. Dhurup, M., Singh, P., & Surujlal, J. (2006). Relationship between health and fitness service quality dimensions and demographic variables promotion, fitness and wellness. African Journal for Physical Health Education, Recreation and Dance, 12(4), 483-495.
25. Egorov, A. Y., & Szabo, A. (2013). The exercise paradox: An interactional model for a clearer conceptualization of exercise addiction. Journal of Behavioral Addictions, 2(4), 199-208. https://doi.org/10.1556/jba.2.2013.4.2
26. Erdoğan, A., & Şirin, E. F. (2020). The effect of the perceived risk factor on perceived service quality service value and satisfaction: An application on health and sports centers. Spormetre The Journal of Physical Education and Sport Sciences, 18(4), 134-153. https://doi.org/https://doi.org/10.33689/spormetre.688857
27. Erdoğan, R., Türkoğlu, F., & Akbulut, T. (2024). Determining the relationship between exercise addiction and physical appearance perfectionism in individuals going to fitness centers: Descriptive research. Turkiye Klinikleri Journal of Sports Sciences, 16(2). https://doi.org/10.5336/sportsci.2023-101025
28. Ergin, B. M., İmamoğlu, A. F., & Yıldızhan, Y. Ç. (2011). Reliability and validity study of perceived service quality scale. Gazi Journal of Physical Education and Sports Sciences, 16(2), 11-23.
29. García-Fernández, J., Gálvez-Ruíz, P., Fernández-Gavira, J., Vélez-Colón, L., Pitts, B., & Bernal-García, A. (2018). The effects of service convenience and perceived quality on perceived value, satisfaction and loyalty in low-cost fitness centers. Sport Management Review, 21(3), 250-262. https://doi.org/10.1016/j.smr.2017.07.003
30. García-Pascual, F., Prado-Gascó, V., Alguacil, M., Valantine, I., & Calabuig-Moreno, F. (2020). Future intentions of fitness center customers: Effect of emotions, perceived well-being and management variables. Frontiers in Psychology, 11, 547846. https://doi.org/10.3389/fpsyg.2020.547846
31. Gross, J. J., & Thompson, R. A. (2007). Emotion regulation: Conceptual foundations. In Handbook of emotion regulation. (pp. 3-24). The Guilford Press.
32. Gürbüz, B., Koçak, S., & Lam, E. T. (2005). The reliability and validity of the Turkish version of the service quality assessment scale. Education and Science, 30(138), 70-77.
33. Hall, H. K., Hill, A. P., Appleton, P. R., & Kozub, S. A. (2009). The mediating influence of unconditional self-acceptance and labile self-esteem on the relationship between multidimensional perfectionism and exercise dependence. Psychology of Sport and Exercise, 10(1), 35-44.
34. Hazar, Z., & Özpolat, Z. (2023). Social appearance anxiety, life satisfaction and exercise addiction of fitness individuals: examination of levels according to various variables (Example of the Province of Ağrı). Sivas Cumhuriyet University Journal of Sport Sciences, 4(1), 8-15.
35. Humpel, N., Owen, N., & Leslie, E. (2002). Environmental factors associated with adults’ participation in physical activity: a review. American Journal of Preventive Medicine, 22(3), 188-199.
36. Inan, D. I., Hidayanto, A. N., Juita, R., Soemawilaga, F. F., Melinda, F., Puspacinantya, P., & Amalia, Y. (2023). Service quality and self-determination theory towards continuance usage intention of mobile banking. Journal of Science and Technology Policy Management, 14(2), 303-328. https://doi.org/10.1108/JSTPM-01-2021-0005
37. Jasinskas, E., Reklaitiene, D., & Svagzdiene, B. (2013). Evaluation of service quality in fitness centres. Transformations in Business & Economics, 12(1), 108-124.
38. Karasar, N. (1999). Scientific research method: Concepts. Nobel.
39. Kaşka, F. (2022). Basic psychological needs and exercise addiction in individuals doing fitness exercise [Unpublished Master Thesis]. Aydın Adnan Menderes University.
40. Katra, H. (2021). Exercise addiction and self-Esteem in individuals exercising. Journal of Dependence, 22(4), 370-378. https://doi.org/10.51982/bagimli.897106
41. Kayhan, R. F., Kalkavan, A., & Terzi, E. (2021). Exercise addiction levels of individuals exercising in fitness centers and related variables. Journal of Dependence, 22(3), 248-256. https://doi.org/10.51982/bagimli.893414
42. Kılıç, M. (2015). The study of the relationships between social appearance anxiety, self-esteem and loneliness level among university students [Unpublished Master Thesis]. Selcuk University.
43. Kim, D., & Kim, S. Y. (1995). QUESC: An instrument for assessing the service quality of sport centers in Korea. Journal of Sport Management, 9(2), 208-220. https://doi.org/https://doi.org/10.1123/jsm.9.2.208
44. Lagrosen, S., & Lagrosen, Y. (2007). Exploring service quality in the health and fitness industry. Managing Service Quality: An International Journal, 17(1), 41-53.
45. Lam, E. T., 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.
46. Landolfi, E. (2013). Exercise addiction. Sports Medicine, 43, 111-119. https://doi.org/10.1007/s40279-012-0013-x
47. Lapa, T. Y., & Baştaç, E. (2012). Evaluating the service quality assessment of individuals attending fitness centers in Antalya. Pamukkale Journal of Sport Sciences, 3(1), 42-52.
48. León-Quismondo, J., García-Unanue, J., & Burillo, P. (2020). Importance-performance analysis (IPA) and kano model applied to fitness centersin the community of Madrid. Cultura, Ciencia y Deporte, 15(44), 223-234. https://doi.org/10.12800/ccd.v15i44.1464
49. Leuenberger, A. (2006). Endorphins, exercise, and addictions: A review of exercise dependence. The Premier Journal for Undergraduate Publications in the Neurosciences, 3(1), 1-9.
50. Lichtenstein, M. B., Emborg, B., Hemmingsen, S. D., & Hansen, N. B. (2017). Is exercise addiction in fitness centers a socially accepted behavior? Addictive Behaviors Reports, 6(2017), 102-105. https://doi.org/10.1016/j.abrep.2017.09.002
51. Lim, J., Romsa, B., & Armentrout, S. (2016). The impact of perceived value, satisfaction, service quality on customer loyalty in women’s fitness clubs. Health and Nutritional Sciences. 139, 1-10.
52. Meyer, C., Taranis, L., Goodwin, H., & Haycraft, E. (2011). Compulsive exercise and eating disorders. European Eating Disorders Review, 19(3), 174-189. https://doi.org/10.1002/erv.1122
53. Moran, A. P. (2004). Sport and Exercise Psychology: A Critical Introduction. Routledge.
54. Moxham, C., & Wiseman, F. (2009). Examining the development, delivery and measurement of service quality in the fitness industry: A case study. Total Quality Management, 20(5), 467-482.
55. Nunnally, J. C. (1978). Psychometric theory. Auflage.
56. Nunnally, J. C., & Bernstein, I. H. (1967). Psychometric theory. McGraw-Hill.
57. Ordu, F. (2022). Exercise Addiction: An Update. Journal of Dependence, 23(4), 536-546. https://doi.org/10.51982/bagimli.1058169
58. Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (2004). A conceptual model of service quality and its implications for future research. In Michael A. Lewis & N. Slack (Eds.), Operation Management (Vol. 2). Routledge.
59. Pepe, B., & Doğu, G. A. (2024). Examining the relationship between service quality and customer satisfaction of university fitness centers from the perspective of students in the faculty of sports sciences (The case of Burdur Mehmet Akif Ersoy University). Journal of Physical Education and Sports Sciences, 18(3), 414-425. https://doi.org/10.61962/bsd.152845
60. Pulur, A., & Gedik, A. (2021). Investigation of exercise addictions of individuals who go to the fitness center. Sportive, 4(2), 12-23. https://doi.org/10.53025/sportive.875537
61. Richards, D. K., Schwebel, F. J., Field, C. A., Pearson, M. R., & Team, A. R. (2024). The associations of basic psychological need satisfaction and need frustration with cannabis-related outcomes in a multi-site sample of college students. Journal of Psychoactive Drugs, 56(2), 177-186. https://doi.org/10.1080/02791072.2023.2191605
62. Sağıroğlu, İ., & Ayar, H. (2017). Analyzing motivation factors effective in particiıpation with re-creatıve exercise purposes in fıtness and crossfıt centers. International Journal of Anatolian Sports Sciences, 2(2), 167-179.
63. Santos-Rocha, R. (2022). Exercise and physical activity during pregnancy and postpartum: Evidence-based guidelines. Springer International Publishing.
64. Savaş, N. (2012). Service quality, customer satisfaction and customer loyalty: A research on the fitness centre members [Unpublished Master Thesis]. Balikesir University.
65. Schüler, J., Knechtle, B., & Wegner, M. (2018). Antecedents of exercise dependence in ultra-endurance sports: Reduced basic need satisfaction and avoidance-motivated self-control. Frontiers in Psychology, 9, 1275.
66. Sevilmiş, A., Doğan, M., Gálvez-Ruiz, P., & García-Fernández, J. (2024). Dimensions and outcomes of experiential quality in the fitness industry: the case of Turkey. International Journal of Sports Marketing and Sponsorship, 25(2), 396-418. https://doi.org/10.1108/IJSMS-06-2023-0130
67. Sevilmiş, A., Özdemir, İ., Fernández, J., & Zhang, J. (2022). Examining the relationships among perceived quality, perceived value, customer satisfaction and behavioral intention in Turkish fitness centers. Physical Culture and Sport Studies and Research, 96(1), 40-54. https://doi.org/10.2478/pcssr-2022-0018
68. Soygüden, A., Kaya, S., & Hoş, S. (2015). Investigation of intended service quality levels in health-fitness centers in Turkey. Journal of Physical Education and Sports Sciences, 9(1), 163-178.
69. Spano, L. (2001). The relationship between exercise and anxiety, obsessive-compulsiveness, and narcissism. Personality and Individual Differences, 30(1), 87-93.
70. Suri, G., Sheppes, G., Young, G., Abraham, D., McRae, K., & Gross, J. J. (2018). Emotion regulation choice: The role of environmental affordances. Cognition and Emotion, 32(5), 963-971. https://10.1080/02699931.2017.1371003
71. Szabo, A., & Egorov, A. Y. (2015). Exercise addiction. In A. Lane (Ed.), Sport and exercise psychology (pp. 178-208). Routledge.
72. Tabachnick, B. G., & Fidell, L. S. (2007). Experimental designs using ANOVA (Vol. 724). Thomson/Brooks/Cole Belmont, CA.
73. Teixeira, P. J., Carraça, E. V., Markland, D., Silva, M. N., & Ryan, R. M. (2012). Exercise, physical activity, and self-determination theory: A systematic review. International Journal of Behavioral Nutrition and Physical Activity, 9(1), 78. https://doi.org/10.1186/1479-5868-9-78
74. Tekkurşun Demir, G., Hazar, Z., & Cicioğlu, H. (2018). Exercise addiction scale (EAS): A study of validity and reliability. Kastamonu Education Journal, 26(3), 865-874. https://doi.org/10.24106/kefdergi.413383
75. Thal, K., & Hudson, S. (2019). Using self-determination theory to assess the service product at a wellness facility: a case study. Journal of Hospitality and Tourism Insights, 2(3), 260-277. https://doi.org/10.1108/jhti-03-2018-0020
76. 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.
77. Türkçapar, M. H., & Sargın, A. E. (2012). Cognitive behavioral psychotherapies: History and development. Journal of Cognitive Behavioral Psychotherapy and Research, 1(1), 7-14.
78. Uçan, Y. (2007). Developing the perceived service quality scale of sport-fitness centers [Unpublished Doctoral Thesis]. Abant İzzet Baysal University.
79. Üngür, G. (2021). Mental Health and Exercise Strategies. In M. C. Koç (Eds.), Holistic Health and Exercise (pp. 95-112). Efe Academy.
80. Ünüvar, B. S., Keskin, T., Ergan, M., & Başkurt, F. (2025). Bibliometric analysis of postgraduate theses on exercise addiction in Türkiye. The Turksih Journal on Addiction. https://doi.org/10.5152/ADDICTA.2025.24065
81. Vallerand, R. J. (2010). On passion for life activities: The dualistic model of passion. In M. P. Zanna (Ed.), Advances in Experimental Social Psychology, (pp. 97-193. Academic Press. https://doi.org/10.1016/S0065-2601(10)42003-1
82. Vardar, E. (2012). Exercise addiction. Archive Source Scanning Journal, 21(3), 163-173.
83. Wegmann, E., Knorr, A., Antons, S., & Brand, M. (2025). Systematic review about gratification and compensation in addictive behaviors: Key mechanisms which deserve more attention in addiction research. Current Addiction Reports, 12(1), 50. https://doi.org/10.1007/s40429-025-00663-6
84. Wilson, P. M., Rodgers, W. M., Blanchard, C. M., & Gessell, J. (2003). The relationship between psychological needs, self-determined motivation, exercise attitudes, and physical fitness. Journal of Applied Social Psychology, 33(11), 2373-2392. https://doi.org/10.1111/j.1559-1816.2003.tb01890.x
85. Yıldırım, A., & Gören, S. (2024). Examining the relationship between exercise addiction and physical selfperception of fitness individuals. Gaziantep University Journal of Sport Science, 9(2), 142-157. https://doi.org/10.31680/gaunjss.1501152
86. Yıldız, K., Polat, E., Sönmezoğlu, U., & Çokpartal, C. (2016). An analysis on the determinants of service quality perceived by members of the fitness center. Journal of Physical Education and Sports Sciences, 10(3), 453-464.
87. Yıldız, S. M., Duyan, M., & Günel, İ. (2018). The Effect of Service Quality on Customer Satisfaction: An Empirical Study on Fitness Centers’ Customers. Journal of Sport Sciences Research, 3(1), 1-8. https://doi.org/10.25307/jssr.344971
88. Yıldız, S. M., & Tüfekçi, Ö. (2010). Assessment of Expectations and Perceptions of Fitness Center Customers for Service Quality. Balıkesir University The Journal of Social Sciences Institute, 13(24), 1-11.
89. Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of Marketing, 60(2), 31-46.
90. Zhou, Q., & Kikuchi, H. (2009). The Effects of Perceived Service Quality on User Satisfaction and Behavioral Intention : an Empirical Study of Fitness Club Users in China. Journal of Japan Society of Sports Industry, 19(1), 25-39. https://doi.org/10.5997/sposun.19.25