Araştırma Makalesi
BibTex RIS Kaynak Göster

ALGILANAN HİZMET KALİTESİ HİZMET DEĞERİ VE MEMNUNİYET ÜZERİNDE ALGILANAN RİSK FAKTÖRÜNÜN ETKİSİ: SAĞLIKLI YAŞAM VE SPOR MERKEZLERİ ÜZERİNE BİR UYGULAMA

Yıl 2020, Cilt: 18 Sayı: 4, 134 - 153, 30.12.2020
https://doi.org/10.33689/spormetre.688857

Öz

Bu araştırmada sağlıklı yaşam ve spor merkezi müşterilerinin hizmete yönelik algıladıkları risk faktörlerinin, algılanan hizmet kalitesi, hizmet değeri ve memnuniyete etkisi incelenmiştir. Araştırmada, nicel paradigma kapsamında karma model (betimsel model ve ilişkisel model) kullanılmıştır. Araştırmanın örneklem grubunu Konya il merkezinde dört farklı sağlıklı yaşam ve spor merkezlerinde düzenli olarak spor hizmeti alan ve tesadüfi örneklem yoluyla seçilen 921 üye oluşturmaktadır. Araştırmada veri toplama aracı olarak "Kişisel Bilgi Formu", "Spor Merkezlerinde Algılanan Risk Ölçeği", "Spor Merkezlerinde Algılanan Değer Ölçeği", "Spor-Fitness Merkezleri Algılanan Hizmet Kalitesi Ölçeği" ve son olarak "Memnuniyet Alt Ölçeği" kullanılmıştır. "Spor Merkezlerinde Algılanan Risk Ölçeği" ve "Spor Merkezlerinde Algılanan Değer Ölçeği" araştırmacılar tarafından geliştirilmiştir. Verilerin analizinde, spor merkezlerinde algılanan risk, algılanan değer, hizmet kalitesi ve memnuniyet arasındaki ilişkiyi değerlendirmek için korelasyon ve regresyon analizi uygulanmıştır. Araştırmanın sonucunda, sağlıklı yaşam ve spor merkezinde algılanan riskin algılanan kalite, algılanan değer boyutlarını ve müşteri memnuniyetini olumsuz etkilediği belirlenmiştir. Araştırma sonuçları, spor merkezlerinde algılanan riski azaltma açısından hizmet kalitesi, değer ve memnuniyetin önemini vurgulaması açısından önemli görülmektedir. Elde edilen sonuçlar, spor hizmetleri sunan sağlıklı yaşam ve spor merkezleri yöneticilerinin pazarlama ve yönetim stratejileri oluşturmaları açılarından önemli görülmektedir.

Teşekkür

Çalışmamızda bizlere sunduğu destek ve katkılardan dolayı yüksek lisans danışman hocam Prof. Dr. Erkan Faruk ŞİRİN' e teşekkür ederim.

Kaynakça

  • Aaker, D. A. (1991). Managing brand equity. New York: The Free Press.
  • Agarwal, S., Teas R.K. (2004). Cross-national applicability of a perceived risk-value model. Journal of Product and Brand Management, 4, 242-256. doi:10.1108/10610420410546952
  • Agarwal, S., Teas R.K. (2001). Perceived value: mediating role of perceived risk. Journal of Marketing, 4, 1-13. doi: 10.1080/10696679.2001.11501899
  • Akkılıç, M.E., Varol, İ. (2015). Turist algılarının davranışsal niyetler üzerindeki etkisi: Edremit körfezi örneği. International Review of Economics and Management, 1, 14-38.
  • Akkoyun, İ. (2015). Yerel yönetimler ait fitness merkezlerinde algılanan hizmet kalitesi (Elazığı ili örneği). Yüksek Lisans, Fırat Üniversitesi Sağlık Bilimleri Enstitüsü, Beden Eğitimi ve Spor Anabilim Dalı, Elazığ.
  • Akturan, U. (2007). Satın alma karar sürecinde markaya yönelik algılanan riskin algılanan değer üzerine etkisi. Doktora Tezi, İstanbul Üniversitesi, İstanbul.
  • Bao, B.C. (2009). Air Travel Inthe USA: An Investigation of the influence of perceived risk in service quality. Doktora Tezi, Capella University School of Bussines and Technology, USA.
  • Batra, R. Sinha, I. (2000). Consumer-level factors moderating the success of private label brands. Journal of Retailing, 76 (2), 175-191. doi: 10.1016/S0022-4359(00)00027-0
  • Beneke, J. (2012). An application of Sweeney’s risk price-quality-value framework through a consideration of store brand merchandise. Journal of Business and Retail Management Research, 7(1), 106-117. doi: 10.24052/JBRMR/139
  • Beneke, J., Brito, A., Garvey, K. A. (2015). Propensity to buy private label merchandise: the contributory effects of store image, price, risk, quality and value in the cognitive stream. International Journal of Retail& Distribution Management, 43(1), 43-62. doi: 10.1108/IJRDM-09-2013-0175
  • Beneke, J., Flynn, R., Greig, T., Mukaiwa, M. (2013). The influence of perceived product quality, relative price and risk on customer perceived value: a study of private label merchandise. Journal of Product and Brand Management, 22(3), 218-228. doi: 10.1108/JPBM-02-2013-0262
  • Bicen, P. (2015). Consumer Perceptions of Quality, Risk, and Value: A Conceptual Frame work. In H. E. Sports (Ed.), Revolution in Marketing: Market Driving Changes (pp. 1-1). London: Springer International Publishing. Calabuig Moreno, Prado-Gasco, CrespoHervas, Nunez-Pomar&AnoSanz.
  • Büyüköztürk, Ş. (2009). Sosyal bilimler için ver ianalizi el kitabı: İstatistik, araştırma deseni, SPSS uygulamaları. 9. Basım, Ankara, Pegem Yayınları.
  • Calabuig, F., Prado-Gascó, V., Crespo, J., Núñez-Pomar, J., Añó, V. (2015). Spectator emotions: Effects on quality, satisfaction, value, and future intentions. Journal of Business Research, 68(7), 1445–1449. doi: 10.1016/j.jbusres.2015.01.031.
  • Chen, J., Hui, E.C.M., Wang, Z. (2011). Perceived risk, anticipated regret and postpurchase experience in the real estate market: The case of China. Housing Studies, 26(3), 385-402.doi: 10.1080/02673037.2011.542098
  • Chen, T., Chang, P.L., Chang, H.S. (2005). Price, brand cues, and banking customer value. The International Journal of Banking Marketing, 3, 273-291.doi:10.1108/02652320510591720
  • Chen, T., Chang, H.S. (2005). Reducing Consumers' Perceived Risk through Banking Service Quality Cues in Taiwan. Journal of Business and Psychology, 19(4), 521-540.doi: 10.1007/s10869-005-4523-5
  • Chen, Z., Dubinsky, A.J., (2003). A conceptual model of perceived customer value in e-commerce: A preliminary in vestigation. Psychology & Marketing, 20(4), 323–347.doi: 10.1002/mar.10076
  • Clow, K.E., Crolyn, T., James, T.K. (1996). The importance of service quality determinants in advertising a professional service: An exploratory study. Journal of Services Marketing, 2, 59-74.doi: 10.1108/08876049610114267
  • Clow, K. E., Baack, D., Fogliasso C. (1998). Reducing perceived risk through advertising service quality cues. Journal of Professional Services Marketing, 16(2), 151-162, doi: 10.1300/J090v16n02_08
  • Erdoğan, E., Aksoy, R. (2013). The impact of consumers' perceived risk on the perceived service quality in services. International Journal of Economic and Social Research, 9(2), 121-150. Eroğan, E. (2012). Tüketicilerce algılanan riskin algılanan hizmet kalitesi üzerindeki etkisi. Doktora Tezi, Zonguldak Karaelmas Üniversitesi Sosyal Bilimler Enstitüsü İşletme Anabilim Dalı, Zonguldak.
  • Europe Active and Deloitte. (2019). European Health & Fitness Market Report. Retrieved from: https://www2.deloitte.com/content/dam/Deloitte/es/Documents/acerca-de-deloitte/Deloitte-ES-TMT-European-Health-Fitness-Market-2019.pdf
  • Featherman, M.S., Pavlov, P.A. (2003). Predicting E-Services Adoption: A perceived risk facets perspective. International Journal of Human-Computer Studies, 59, 451–474.doi: 10.1016/S1071-5819(03)00111-3
  • Flint, D. J., Woodruff, R. B., Gardial, S. F. (2002). Exploring the phenomenon of customers’ desired value change in a business-to-business context. Journal of Marketing, 66(4), 102–117. doi: 10.1509/jmkg.66.4.102.18517
  • Fuchs, G., Reichel, A. (2006). Tourist destination risk perception: The case of Israel. Journal of Hospitality & Leisure Marketing, 14(2), 83-108, doi: 10.1300/J150v14n02_06
  • García-Fernández, J., Gálvez-Ruiz, P., Fernández-Gavira, J., Vélez-Colon, 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, 250–262. doi: 10.1016/j.smr.2017.07.003.
  • Gilmore, A. (2003). Services marketing and management. 1st ed. London: Sage Publications Ltd.
  • Grewal, D., Iyer, G., Gotlieb, J., Levy, M. (2007). Developing a deeper understanding of post-purchase perceived risk and behavioral intentions in a service setting. Journal of theAcademy of Marketing Science, 35(2), 250-258. doi: 10.1007/s11747-007-0044-2
  • Güçlü N. (2013). Yerel yönetimlere ait fitness merkezlerinde algılanan hizmet kalitesi (Ankara ili örneği). Yüksek Lisans Tezi, Abant İzzet Baysal Üniversitesi, Sosyal Bilimler Enstitüsü, Bolu.
  • Hoyer W. D., Maclnnis D.J. (2004). Consumer behavior. Houghton Mifflin Co: Boston–New York.
  • İslamoğlu, A.H., Alnıaçık, Ü. (2013). Sosyal bilimlerde araştırma yöntemleri. 3. Basım, Ankara, Beta Yayınevi, 277-279.
  • Jamaat, K., Tojari, F.H., Zarei, A. (2014). Developing a model of sport consumption based on perceived risk. Indian Journal of Fundamental and Applied Life Sciences, 4(S4), 1812-1819.
  • Jayadi, M.F., Ariyanti, M., (2019). The effect, perceived quality, perceived risk, perceived value, on bag purchase intention in visval. International Journal of Economics, Business and Management Research, 3(07), 41-54.
  • Jensen, O., Hansen, H. K. (2007). Consumer values among restaurant customers. Hospitality Management, 26, 603–622. doi: 10.1016/j.ijhm.2006.05.004
  • Johnson, M., Garbarino, E., Sivadas, E. (2006). Influences of customer differences of loyalty, perceived risk and category experience on customer satisfaction ratings. International Journal of Market Research, 48(5), 601–622. doi: 10.1177/147078530604800508
  • Kalaycı, Ş. (2009). SPSS uygulamalı çok değişkenli istatistik teknikleri. 1. Basım, Ankara:Asil YayınDağıtım. Kim, J., Lennon, S. (2013). Effects of reputation and website quality on online consumers' emotion, perceived risk and purchase intention: Based on the stimulus‐organism‐response model. Journal of Research in Interactive Marketing, 7(1), 33-56. doi: 10.1108/17505931311316734
  • Laroche, M., Ueltschy, L. C., Abe, S., Cleveland, M., Yannopoulos, P. P. (2004). Service quality perceptions and customer satisfaction: evaluating the role of culture. Journal of International Marketing, 12(3), 58–85. doi: 10.1509/jimk.12.3.58.38100
  • Li-Wei, Mai. (2001). Effective risk relievers for dimensional perceived risks on mail-order purchase, Journal of Food Products Marketing, 7(1-2), 35-52, doi: 10.1300/J038v07n01_04
  • Marakanon, L., Panjakajornsak, V. (2016). Developing and examining a model of perceived quality, perceived value and perceived risk affecting customer loyalty of environmentally-friendly electronic products. Pertanika Journal of Social Sciences and Humanities, 24(4), 1481-1501. Mitchell, V.W., Boustani, P. (1993). Market development using new products and new customers: a role for perceived risk. European Journal of Marketing, 27(2), 18-33.doi: 10.1108/03090569310026385
  • Murray, K.B., Schlacter, J.L. (1990). The impact of services versus goods on consumers assessment of perceived risk and variability. Journal of the Academy of Marketing Science, 18(1), 51-65.doi: 10.1007/BF02729762
  • Peter, J.P., Olson, J.C. (2010). Consumer behavior & marketing strategy. McGraw-HillIrwin. New York.
  • Petrick, J.F. (2002). Development of a multi-dimensional scale for measuring the perceived value of a service. Journal of Leisure Research, 34(2), 119-134, doi: 10.1080/00222216.2002.11949965
  • Richardson, P.S., Jain, A.K., Dick, A.S. (1996), Household store brand proneness: A framework. Journal of Retailing, 72(2), 159-85.doi: 10.1016/S0022-4359(96)90012-3
  • Ring. A., M. Shriberand R. L. Horton, (1980). Some effects of perceived risk on consumer information processing. Journal of the Academy of Management Science, 8(3), 255-263.
  • Sabiote, C., Frías, D., Castañeda, J. (2012). The moderating effect of uncertainty‐avoidance on overall perceived value of a service purchased online. Internet Research, 22(2), 180-198. doi: 10.1108/10662241211214557
  • Sánchez, J., Callarisa, L., Rodríguez, R., Moliner, M. (2006). Perceived value of the purchase of a tourism product. Tourism Management, 27(3), 394-409.doi: 10.1016/j.tourman.2004.11.007
  • Sawyer, A.G., Dickson, P. (1984). Research on Sales Promotion: Collected Papers, in Jocz, C. (Ed.), Psychological perspectives on consumer response to sales promotion, Marketing Science Institute, Cambridge, MA, 1-21.
  • Sevilmiş,A. (2015). Hizmet odaklı spor işletmelerinde dış müşteri memnuniyetini etkileyen faktörlerin belirlenmesi. Yüksek LisansTezi, Selçuk Üniversitesi Sağlık Bilimleri Enstitüsü, Konya.
  • Snoj, B., PisnikKorda, A., Mumel, D. (2004). The relationships among perceived quality, perceived risk and perceived product value. Journal of Product & Brand Management, 13(3), 156-167. doi: 10.1108/10610420410538050
  • Stone, R.N., Gronhaug, K. (1993). Perceived risk: Further considerations for the marketing discipline. European. Journal of Marketing, 27(3), 39-50. Doi: 10.1108/03090569310026637
  • Sweemey J. C, Geoffrey N. S, Lester W. J. (1999). The role of perceived risk in the quality-value relationship: A study in a retail environment. Journal Retailing Market, 75(1), 77–105.
  • Sweeney, J.C., Soutar, G.N. (2001). Consumer perceived value: The development of a multiple item scale. Journal of Retailing,77(2), 203–220.doi: 10.1016/S0022-4359(01)00041-0
  • Uçan, Y. (2007). Spor - fıtness merkezlerinin algılanan hizmet kalitesi ölçeğinin geliştirilmesi. DoktoraTezi, Abant İzzet Baysal Üniversitesi Sosyal Bilimler Enstitüsü, Bolu.
  • Wood, C. M., Scheer, L. K. (1996). Advances in Consumer Research.eds. Kim P. Corfman and John G. Lynch Jr., Incorporating Perceived Risk into Models of Consumer Deal Assessment and Purchase Intent, in NA - Volume 23, Provo, UT: Association for Consumer Research, Pages: 399-404.
  • Woodside, A. G. (1972). Informal group influence on risk taking. Journal of Marketing Research, 9(May), 223-225.doi: 10.1177/002224377200900218
  • Wu, H.-C., Cheng, C.-C. (2020). Relationships between experiential risk, experiential benefits, experiential evaluation, experiential co-creation, experiential relationship quality, and future experiential intentions to travel with pets. Journal of Vacation Marketing, 26(1), 108–129. doi: 10.1177/1356766719867371
  • Yee, C. J., San, N. C., Khoon, C. H. (2011). Consumers' perceived quality, perceived value and perceived risk towards purchase decision on automobile. American Journal of Economics and Business Administration, 3(1), 47–57.
  • Yüksel, A., Yüksel, F. (2007). Shopping risk perceptions: Effects on tourists’ emotions, satisfaction and expressed loyalty intentions. Tourism Management, 28(3), 703-713.doi: 10.1016/j.tourman.2006.04.025

THE EFFECT OF THE PERCEIVED RISK FACTOR ON PERCEIVED SERVICE QUALITY SERVICE VALUE AND SATISFACTION: AN APPLICATION ON HEALTH AND SPORTS CENTERS

Yıl 2020, Cilt: 18 Sayı: 4, 134 - 153, 30.12.2020
https://doi.org/10.33689/spormetre.688857

Öz

The effect of the perceived risk factors by customers regarding the service on perceived service quality, service value and satisfaction has been examined in this study. The mixed model (descriptive model and relational model) within the scope of quantitive paradigm has been used in the study. The sample group of the study consists of 921 randomly chosen members receiving regular sports services in four different health and sports centers in the Konya city center. The data collecting tools used in the study were "Personal Data Form", "Perceived Risk Scale in the Sports Centers", " Perceived Value Scale in the Sports Centers", " Perceived Service Quality Scale in the Sports & Fitness Centers" and finally "Satisfaction Subscale". The " Perceived Risk Scale in the Sports Centers " and the " Perceived Value Scale in the Sports Centers" have been developed by the surveyor. In the analysis of the data, correlation and regression analysis was applied to evaluate the relationship between perceived risk, perceived value, quality of service and satisfaction in sports centers. As a result of the research, it was determined that the perceived risk in the wellness and sports center affected the perceived quality, perceived value dimensions and customer satisfaction negatively. The survey results reveal the importance of service quality, value and satisfaction in order to diminish the perceived risk in the sports centers. The obtained results are considered significant for the creation of marketing and management strategies of the businesses offering sports services.

Kaynakça

  • Aaker, D. A. (1991). Managing brand equity. New York: The Free Press.
  • Agarwal, S., Teas R.K. (2004). Cross-national applicability of a perceived risk-value model. Journal of Product and Brand Management, 4, 242-256. doi:10.1108/10610420410546952
  • Agarwal, S., Teas R.K. (2001). Perceived value: mediating role of perceived risk. Journal of Marketing, 4, 1-13. doi: 10.1080/10696679.2001.11501899
  • Akkılıç, M.E., Varol, İ. (2015). Turist algılarının davranışsal niyetler üzerindeki etkisi: Edremit körfezi örneği. International Review of Economics and Management, 1, 14-38.
  • Akkoyun, İ. (2015). Yerel yönetimler ait fitness merkezlerinde algılanan hizmet kalitesi (Elazığı ili örneği). Yüksek Lisans, Fırat Üniversitesi Sağlık Bilimleri Enstitüsü, Beden Eğitimi ve Spor Anabilim Dalı, Elazığ.
  • Akturan, U. (2007). Satın alma karar sürecinde markaya yönelik algılanan riskin algılanan değer üzerine etkisi. Doktora Tezi, İstanbul Üniversitesi, İstanbul.
  • Bao, B.C. (2009). Air Travel Inthe USA: An Investigation of the influence of perceived risk in service quality. Doktora Tezi, Capella University School of Bussines and Technology, USA.
  • Batra, R. Sinha, I. (2000). Consumer-level factors moderating the success of private label brands. Journal of Retailing, 76 (2), 175-191. doi: 10.1016/S0022-4359(00)00027-0
  • Beneke, J. (2012). An application of Sweeney’s risk price-quality-value framework through a consideration of store brand merchandise. Journal of Business and Retail Management Research, 7(1), 106-117. doi: 10.24052/JBRMR/139
  • Beneke, J., Brito, A., Garvey, K. A. (2015). Propensity to buy private label merchandise: the contributory effects of store image, price, risk, quality and value in the cognitive stream. International Journal of Retail& Distribution Management, 43(1), 43-62. doi: 10.1108/IJRDM-09-2013-0175
  • Beneke, J., Flynn, R., Greig, T., Mukaiwa, M. (2013). The influence of perceived product quality, relative price and risk on customer perceived value: a study of private label merchandise. Journal of Product and Brand Management, 22(3), 218-228. doi: 10.1108/JPBM-02-2013-0262
  • Bicen, P. (2015). Consumer Perceptions of Quality, Risk, and Value: A Conceptual Frame work. In H. E. Sports (Ed.), Revolution in Marketing: Market Driving Changes (pp. 1-1). London: Springer International Publishing. Calabuig Moreno, Prado-Gasco, CrespoHervas, Nunez-Pomar&AnoSanz.
  • Büyüköztürk, Ş. (2009). Sosyal bilimler için ver ianalizi el kitabı: İstatistik, araştırma deseni, SPSS uygulamaları. 9. Basım, Ankara, Pegem Yayınları.
  • Calabuig, F., Prado-Gascó, V., Crespo, J., Núñez-Pomar, J., Añó, V. (2015). Spectator emotions: Effects on quality, satisfaction, value, and future intentions. Journal of Business Research, 68(7), 1445–1449. doi: 10.1016/j.jbusres.2015.01.031.
  • Chen, J., Hui, E.C.M., Wang, Z. (2011). Perceived risk, anticipated regret and postpurchase experience in the real estate market: The case of China. Housing Studies, 26(3), 385-402.doi: 10.1080/02673037.2011.542098
  • Chen, T., Chang, P.L., Chang, H.S. (2005). Price, brand cues, and banking customer value. The International Journal of Banking Marketing, 3, 273-291.doi:10.1108/02652320510591720
  • Chen, T., Chang, H.S. (2005). Reducing Consumers' Perceived Risk through Banking Service Quality Cues in Taiwan. Journal of Business and Psychology, 19(4), 521-540.doi: 10.1007/s10869-005-4523-5
  • Chen, Z., Dubinsky, A.J., (2003). A conceptual model of perceived customer value in e-commerce: A preliminary in vestigation. Psychology & Marketing, 20(4), 323–347.doi: 10.1002/mar.10076
  • Clow, K.E., Crolyn, T., James, T.K. (1996). The importance of service quality determinants in advertising a professional service: An exploratory study. Journal of Services Marketing, 2, 59-74.doi: 10.1108/08876049610114267
  • Clow, K. E., Baack, D., Fogliasso C. (1998). Reducing perceived risk through advertising service quality cues. Journal of Professional Services Marketing, 16(2), 151-162, doi: 10.1300/J090v16n02_08
  • Erdoğan, E., Aksoy, R. (2013). The impact of consumers' perceived risk on the perceived service quality in services. International Journal of Economic and Social Research, 9(2), 121-150. Eroğan, E. (2012). Tüketicilerce algılanan riskin algılanan hizmet kalitesi üzerindeki etkisi. Doktora Tezi, Zonguldak Karaelmas Üniversitesi Sosyal Bilimler Enstitüsü İşletme Anabilim Dalı, Zonguldak.
  • Europe Active and Deloitte. (2019). European Health & Fitness Market Report. Retrieved from: https://www2.deloitte.com/content/dam/Deloitte/es/Documents/acerca-de-deloitte/Deloitte-ES-TMT-European-Health-Fitness-Market-2019.pdf
  • Featherman, M.S., Pavlov, P.A. (2003). Predicting E-Services Adoption: A perceived risk facets perspective. International Journal of Human-Computer Studies, 59, 451–474.doi: 10.1016/S1071-5819(03)00111-3
  • Flint, D. J., Woodruff, R. B., Gardial, S. F. (2002). Exploring the phenomenon of customers’ desired value change in a business-to-business context. Journal of Marketing, 66(4), 102–117. doi: 10.1509/jmkg.66.4.102.18517
  • Fuchs, G., Reichel, A. (2006). Tourist destination risk perception: The case of Israel. Journal of Hospitality & Leisure Marketing, 14(2), 83-108, doi: 10.1300/J150v14n02_06
  • García-Fernández, J., Gálvez-Ruiz, P., Fernández-Gavira, J., Vélez-Colon, 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, 250–262. doi: 10.1016/j.smr.2017.07.003.
  • Gilmore, A. (2003). Services marketing and management. 1st ed. London: Sage Publications Ltd.
  • Grewal, D., Iyer, G., Gotlieb, J., Levy, M. (2007). Developing a deeper understanding of post-purchase perceived risk and behavioral intentions in a service setting. Journal of theAcademy of Marketing Science, 35(2), 250-258. doi: 10.1007/s11747-007-0044-2
  • Güçlü N. (2013). Yerel yönetimlere ait fitness merkezlerinde algılanan hizmet kalitesi (Ankara ili örneği). Yüksek Lisans Tezi, Abant İzzet Baysal Üniversitesi, Sosyal Bilimler Enstitüsü, Bolu.
  • Hoyer W. D., Maclnnis D.J. (2004). Consumer behavior. Houghton Mifflin Co: Boston–New York.
  • İslamoğlu, A.H., Alnıaçık, Ü. (2013). Sosyal bilimlerde araştırma yöntemleri. 3. Basım, Ankara, Beta Yayınevi, 277-279.
  • Jamaat, K., Tojari, F.H., Zarei, A. (2014). Developing a model of sport consumption based on perceived risk. Indian Journal of Fundamental and Applied Life Sciences, 4(S4), 1812-1819.
  • Jayadi, M.F., Ariyanti, M., (2019). The effect, perceived quality, perceived risk, perceived value, on bag purchase intention in visval. International Journal of Economics, Business and Management Research, 3(07), 41-54.
  • Jensen, O., Hansen, H. K. (2007). Consumer values among restaurant customers. Hospitality Management, 26, 603–622. doi: 10.1016/j.ijhm.2006.05.004
  • Johnson, M., Garbarino, E., Sivadas, E. (2006). Influences of customer differences of loyalty, perceived risk and category experience on customer satisfaction ratings. International Journal of Market Research, 48(5), 601–622. doi: 10.1177/147078530604800508
  • Kalaycı, Ş. (2009). SPSS uygulamalı çok değişkenli istatistik teknikleri. 1. Basım, Ankara:Asil YayınDağıtım. Kim, J., Lennon, S. (2013). Effects of reputation and website quality on online consumers' emotion, perceived risk and purchase intention: Based on the stimulus‐organism‐response model. Journal of Research in Interactive Marketing, 7(1), 33-56. doi: 10.1108/17505931311316734
  • Laroche, M., Ueltschy, L. C., Abe, S., Cleveland, M., Yannopoulos, P. P. (2004). Service quality perceptions and customer satisfaction: evaluating the role of culture. Journal of International Marketing, 12(3), 58–85. doi: 10.1509/jimk.12.3.58.38100
  • Li-Wei, Mai. (2001). Effective risk relievers for dimensional perceived risks on mail-order purchase, Journal of Food Products Marketing, 7(1-2), 35-52, doi: 10.1300/J038v07n01_04
  • Marakanon, L., Panjakajornsak, V. (2016). Developing and examining a model of perceived quality, perceived value and perceived risk affecting customer loyalty of environmentally-friendly electronic products. Pertanika Journal of Social Sciences and Humanities, 24(4), 1481-1501. Mitchell, V.W., Boustani, P. (1993). Market development using new products and new customers: a role for perceived risk. European Journal of Marketing, 27(2), 18-33.doi: 10.1108/03090569310026385
  • Murray, K.B., Schlacter, J.L. (1990). The impact of services versus goods on consumers assessment of perceived risk and variability. Journal of the Academy of Marketing Science, 18(1), 51-65.doi: 10.1007/BF02729762
  • Peter, J.P., Olson, J.C. (2010). Consumer behavior & marketing strategy. McGraw-HillIrwin. New York.
  • Petrick, J.F. (2002). Development of a multi-dimensional scale for measuring the perceived value of a service. Journal of Leisure Research, 34(2), 119-134, doi: 10.1080/00222216.2002.11949965
  • Richardson, P.S., Jain, A.K., Dick, A.S. (1996), Household store brand proneness: A framework. Journal of Retailing, 72(2), 159-85.doi: 10.1016/S0022-4359(96)90012-3
  • Ring. A., M. Shriberand R. L. Horton, (1980). Some effects of perceived risk on consumer information processing. Journal of the Academy of Management Science, 8(3), 255-263.
  • Sabiote, C., Frías, D., Castañeda, J. (2012). The moderating effect of uncertainty‐avoidance on overall perceived value of a service purchased online. Internet Research, 22(2), 180-198. doi: 10.1108/10662241211214557
  • Sánchez, J., Callarisa, L., Rodríguez, R., Moliner, M. (2006). Perceived value of the purchase of a tourism product. Tourism Management, 27(3), 394-409.doi: 10.1016/j.tourman.2004.11.007
  • Sawyer, A.G., Dickson, P. (1984). Research on Sales Promotion: Collected Papers, in Jocz, C. (Ed.), Psychological perspectives on consumer response to sales promotion, Marketing Science Institute, Cambridge, MA, 1-21.
  • Sevilmiş,A. (2015). Hizmet odaklı spor işletmelerinde dış müşteri memnuniyetini etkileyen faktörlerin belirlenmesi. Yüksek LisansTezi, Selçuk Üniversitesi Sağlık Bilimleri Enstitüsü, Konya.
  • Snoj, B., PisnikKorda, A., Mumel, D. (2004). The relationships among perceived quality, perceived risk and perceived product value. Journal of Product & Brand Management, 13(3), 156-167. doi: 10.1108/10610420410538050
  • Stone, R.N., Gronhaug, K. (1993). Perceived risk: Further considerations for the marketing discipline. European. Journal of Marketing, 27(3), 39-50. Doi: 10.1108/03090569310026637
  • Sweemey J. C, Geoffrey N. S, Lester W. J. (1999). The role of perceived risk in the quality-value relationship: A study in a retail environment. Journal Retailing Market, 75(1), 77–105.
  • Sweeney, J.C., Soutar, G.N. (2001). Consumer perceived value: The development of a multiple item scale. Journal of Retailing,77(2), 203–220.doi: 10.1016/S0022-4359(01)00041-0
  • Uçan, Y. (2007). Spor - fıtness merkezlerinin algılanan hizmet kalitesi ölçeğinin geliştirilmesi. DoktoraTezi, Abant İzzet Baysal Üniversitesi Sosyal Bilimler Enstitüsü, Bolu.
  • Wood, C. M., Scheer, L. K. (1996). Advances in Consumer Research.eds. Kim P. Corfman and John G. Lynch Jr., Incorporating Perceived Risk into Models of Consumer Deal Assessment and Purchase Intent, in NA - Volume 23, Provo, UT: Association for Consumer Research, Pages: 399-404.
  • Woodside, A. G. (1972). Informal group influence on risk taking. Journal of Marketing Research, 9(May), 223-225.doi: 10.1177/002224377200900218
  • Wu, H.-C., Cheng, C.-C. (2020). Relationships between experiential risk, experiential benefits, experiential evaluation, experiential co-creation, experiential relationship quality, and future experiential intentions to travel with pets. Journal of Vacation Marketing, 26(1), 108–129. doi: 10.1177/1356766719867371
  • Yee, C. J., San, N. C., Khoon, C. H. (2011). Consumers' perceived quality, perceived value and perceived risk towards purchase decision on automobile. American Journal of Economics and Business Administration, 3(1), 47–57.
  • Yüksel, A., Yüksel, F. (2007). Shopping risk perceptions: Effects on tourists’ emotions, satisfaction and expressed loyalty intentions. Tourism Management, 28(3), 703-713.doi: 10.1016/j.tourman.2006.04.025
Toplam 58 adet kaynakça vardır.

Ayrıntılar

Birincil Dil Türkçe
Konular Spor Hekimliği
Bölüm Araştırma Makalesi
Yazarlar

Ali Erdoğan 0000-0001-8306-5683

Erkan Faruk Şirin 0000-0002-6837-7758

Yayımlanma Tarihi 30 Aralık 2020
Yayımlandığı Sayı Yıl 2020 Cilt: 18 Sayı: 4

Kaynak Göster

APA Erdoğan, A., & Şirin, E. F. (2020). ALGILANAN HİZMET KALİTESİ HİZMET DEĞERİ VE MEMNUNİYET ÜZERİNDE ALGILANAN RİSK FAKTÖRÜNÜN ETKİSİ: SAĞLIKLI YAŞAM VE SPOR MERKEZLERİ ÜZERİNE BİR UYGULAMA. SPORMETRE Beden Eğitimi Ve Spor Bilimleri Dergisi, 18(4), 134-153. https://doi.org/10.33689/spormetre.688857

Flag Counter