The research of expectations and perceptions of Individuals towards service quality that are coming to sports center continually

Sihmehmet Yıgıt; Adnan Ersoy

doi:10.15314/tjse.21647

-

Yıl 2014, Cilt: 16 Sayı: 1, 140 - 145, 05.06.2014

Sihmehmet Yıgıt Adnan Ersoy

Öz

The aim of the research is to explore the expectations and pleasure of members who are coming to sports center continually. The universe of the research and the samples of forming sport centers is made up by the total (n=259) of members who are coming to sports center continually in the city of Gaziantep. To research the views of people coming to sport center about the pleasure towards service quality, the scale developed by Lam, Zhang and Jensen (1),the validity and reliability studies are done by Gürbüz, Koçak and Lam (1) in Turkey SQAS (Service Quality Assessment Scale) the scale of service quality is used. The internal consistency of the scale is tested by Cronbach Alpha techniques. To define the differences between the groups, “independent sample t test” and “the analysis of one way variance” are used. The reliability coefficient of service quality is found above 0.90. As a result of research; the expectations are higher than perceptions in the evaluation of expectations and perceptions of the individuals who are coming to sport centers regularly, the sports centers are not in the level of meeting the needs of member as service quality

Anahtar Kelimeler

Service quality, expectation, perception

Kaynakça

Akgül A, Çevik O. İstatistiksel Analiz Teknikleri SPSS’te İşletme Yönetimi Uygulamaları, 2003.
Çoban B. Spor Hizmetlerine İlişkin Halkın Belediyelerden Beklentileri (Elazığ Belediyesi Örneği). Gazi Üniversitesi, Sağlık Bilimleri Enstitüsü, Yayımlanmamış Doktora Tezi, Ankara, 2002.
Fitzgerald TJ. Understanding the Differences and similarities between services and products to exploit your competitive advantage. The Journal of Services Marketing, 1988; 2(1): 25-30.
Hoffman KD, Bateson JEG. Essentials of Services Marketing. Orlando: The Dryden Press, 1997.
İslamoğlu AH, Candan B, Efendioğlu ŞH, Aydın K. Hizmet Pazarlaması. İstanbul: Beta Basım Yayım Dağıtım A.Ş., 2006.
İslamoğlu AH. Hizmet pazarlamasinda ürün politikaları. Pazarlama Dünyası, 1995; 9(50): 3-5.
Lam ETC, Zhang JJ, Jensen BE. Service Quality Assessment Scale (Sqas): An instrument for evaluating service quality of health–fitness clubs. Measurement in Physical Education and Exercise Science, 2005; 9(2): 79-111.
Odabaşı Y. Sağlık Hizmetleri Pazarlaması. Eskişehir: Anadolu Üniversitesi Açıköğretim Fakültesi, Yayın No:409, 1994.
Öztürk SA. Hizmet Pazarlaması, 4th ed., Bursa: Ekin Publishing, 2003.
Parasuraman A, Zeithaml VA, Berry LL. A Conceptual model of service quality and its implications for future research. Journal of Marketing, 1985; 49(4): 41-50.
Parasuraman A, Zeithaml VA, Berry LL. Servqual: a multiple- item scale for measuring consumer perceptions of service quality. Journal of Retailing, 1988; 64(1): 12-40.
Uçan Y. Spor-Fitness Merkezlerinin Algılanan Hizmet Kalitesi Ölçeğinin Geliştirilmesi, Abant İzzet Baysal Üniversitesi, Sosyal Bilimler Enstitüsü, Yayımlanmamış Doktora Tezi, Bolu, 2007.
Ürer B. Spor Hizmeti Verilen Kurumlarda İletişimde Öneri Sisteminin Yönetim ve Organizasyon Açısından Önemi. Dumlupınar Yayımlanmamış Yüksek Lisans Tezi, Kütahya, 2009. Sağlık Bilimleri Enstitüsü,
Yıldız SM, Tüfekçi Ö. Fitness Merkezi Müşterilerinin Hizmet Kalitesine Yönelik Beklenti Ve Algılarının Değerlendirilmesi, Balıkesir Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 2010; 13(24): 1-11.