Fitness Merkezi Tüketicilerinin Algıladıkları Hizmet Kalitesinin Farklı Değişkenler Açısından İncelenmesi

Abstract

Quality of service is the ability of an enterprise to meet or exceed customer expectations. In this research, it is aimed to determine the determinants of service quality perceived by fitness center members. Scanning model from quantitative research methods was used in the research. The study group consisted of 49 women and 54 men in total 103 members who participated the research voluntarily and were selected through an easily accessible sample. Data were collected by survey. SportFitness Centers Perceived Service Quality Scale (SFM-HSQ) developed by Uçan (2007) and personal information form were used. A statistically significant difference was found in all sub-dimensions as a result of the analysis made for the independent variables of gender, evaluation of the fee given to the sports facility and having received sports service from another sports facility in the past (p <0.05). When the arithmetic averages are examined, it is seen that for all sub-dimensions male have higher scores for the gender argument. It is seen that the group's service quality perception is higher when the facility fee argument is not expensive in all sub-dimensions. The service quality perception of the group who said yes in all subdimensions of sports service from another sports facility was higher than the other. As a result of the analysis performed for the education levels independent variable, a statistically significant difference was found in output quality, exercise tools and equipment and program quality sub-dimensions (p <0.05). It is seen that the statistical difference between the output quality and the sub-dimensions of exercise tools and equipment are among the high school-graduate groups. When the arithmetic averages were examined, it was found that the scores of the postgraduate students were higher. It is seen that the statistical difference in the program quality sub-dimension is among the high school license groups. When the arithmetic means were examined, it was determined that the scores of the undergraduate students were higher. According to these results, it can be said that the service quality of men is higher than the fitness center and it can be said that the service perception of the group that they found expensive for the service is low and It can be said that the service detection scores of the group receiving service from other sports centers are higher and It can be said that the perception of service quality can follow a positive trend as the education level increases.