EXAMINING THE RELATIONSHIP BETWEEN SERVICE QUALITY AND CUSTOMER SATISFACTION OF UNIVERSITY FİTNESS CENTERS FROM THE PERSPECTIVE OF STUDENTS IN THE FACULTY OF SPORTS SCIENCES  (THE CASE OF BURDUR MEHMET AKIF ERSOY UNIVERSITY)

Bilgehan Pepe; Gözde Algün Doğu

Makale detayları

EXAMINING THE RELATIONSHIP BETWEEN SERVICE QUALITY AND CUSTOMER SATISFACTION OF UNIVERSITY FİTNESS CENTERS FROM THE PERSPECTIVE OF STUDENTS IN THE FACULTY OF SPORTS SCIENCES (THE CASE OF BURDUR MEHMET AKIF ERSOY UNIVERSITY)

Yazarlar:

Bilgehan Pepe | Gözde Algün Doğu

Yayıncı:

Nigde Omer Halisdemir University

Ana Başlıklar:

Spor Hekimliği

Dergi:

Beden Eğitimi ve Spor Bilimleri Dergisi Vol.18 Issue 3, pp.414-425

Belge Tipi:

Makale

Yayın Tarihi:

12/2024

Belge Dili:

Türkçe

Document ID (Org No.):

2001334719

pISSN:

1307-6477

Anahtar kelimeler:

Özet:

 This study, conducted at Burdur Mehmet Akif Ersoy University, aims to understand the expectations and satisfaction of students in the School of Sports Sciences with regards to the quality of service provided by the fitness center and its relationship to customer satisfaction. This study is a survey-based research conducted using a descriptive scanning method. The population of the research consists of students enrolled in the Faculty of Sports Sciences at Burdur Mehmet Akif Ersoy University, while the sample group consists of 176 students who were randomly selected on a voluntary basis from the 215 students registered in the fitness center. Data were collected through a questionnaire. The Perceived Service Quality Scale for Sports-Fitness Centers, developed by Uçan 2007, and the Customer Satisfaction Scale, developed by Oliver 1980 and adapted into Turkish by Paylan 2007, were used as the survey instruments. The study examined the Cronbachs Alpha coefficients of the scales. The Cronbachs Alpha coefficient of the Perceived Service Quality Scale for Sports-Fitness Centers was found to be 0.969, and that of the Customer Satisfaction Scale was 0.851. These values are considered quite high by scholars. The questionnaires were administered to the students registered in the fitness center after the researcher provided them with information about the study. Efforts were made to reach the entire sample group during the distribution of the questionnaires. As a result, a total of 176 participants, consisting of 55 females and 121 males, completed the survey. The completed questionnaires were transferred to an appropriate computerized environment for statistical processing. The normality distribution of the survey responses was examined to determine the statistical analysis to be applied. The normality of the data was assessed using the Skewness and Kurtosis coefficients. In the study, the Skewness and Kurtosis values were found to be between -1.5 and 1.5. Based on this result, the responses to the scales exhibited a normal distribution. Consequently, parametric statistical methods were used for the analysis of the relevant variables. The data obtained were analyzed using descriptive statistics such as frequency , Descriptive Statistics, and comparative statistics, including Independent Samples Test, ANOVA, Games-Howell, and Pearson Correlation tests. The significance level for comparisons was set at p  0.05. Based on the results, it can be stated that there is a positive and significant relationship between the quality of service at the fitness center and customer satisfaction, with the participants satisfaction levels found to be moderate.

 This study, conducted at Burdur Mehmet Akif Ersoy University, aims to understand the expectations and satisfaction of students in the School of Sports Sciences with regards to the quality of service provided by the fitness center and its relationship to customer satisfaction. This study is a survey-based research conducted using a descriptive scanning method. The population of the research consists of students enrolled in the Faculty of Sports Sciences at Burdur Mehmet Akif Ersoy University, while the sample group consists of 176 students who were randomly selected on a voluntary basis from the 215 students registered in the fitness center. Data were collected through a questionnaire. The Perceived Service Quality Scale for Sports-Fitness Centers, developed by Uçan 2007, and the Customer Satisfaction Scale, developed by Oliver 1980 and adapted into Turkish by Paylan 2007, were used as the survey instruments. The study examined the Cronbachs Alpha coefficients of the scales. The Cronbachs Alpha coefficient of the Perceived Service Quality Scale for Sports-Fitness Centers was found to be 0.969, and that of the Customer Satisfaction Scale was 0.851. These values are considered quite high by scholars. The questionnaires were administered to the students registered in the fitness center after the researcher provided them with information about the study. Efforts were made to reach the entire sample group during the distribution of the questionnaires. As a result, a total of 176 participants, consisting of 55 females and 121 males, completed the survey. The completed questionnaires were transferred to an appropriate computerized environment for statistical processing. The normality distribution of the survey responses was examined to determine the statistical analysis to be applied. The normality of the data was assessed using the Skewness and Kurtosis coefficients. In the study, the Skewness and Kurtosis values were found to be between -1.5 and 1.5. Based on this result, the responses to the scales exhibited a normal distribution. Consequently, parametric statistical methods were used for the analysis of the relevant variables. The data obtained were analyzed using descriptive statistics such as frequency , Descriptive Statistics, and comparative statistics, including Independent Samples Test, ANOVA, Games-Howell, and Pearson Correlation tests. The significance level for comparisons was set at p  0.05. Based on the results, it can be stated that there is a positive and significant relationship between the quality of service at the fitness center and customer satisfaction, with the participants satisfaction levels found to be moderate.

 This study, conducted at Burdur Mehmet Akif Ersoy University, aims to understand the expectations and satisfaction of students in the School of Sports Sciences with regards to the quality of service provided by the fitness center and its relationship to customer satisfaction. This study is a survey-based research conducted using a descriptive scanning method. The population of the research consists of students enrolled in the Faculty of Sports Sciences at Burdur Mehmet Akif Ersoy University, while the sample group consists of 176 students who were randomly selected on a voluntary basis from the 215 students registered in the fitness center. Data were collected through a questionnaire. The Perceived Service Quality Scale for Sports-Fitness Centers, developed by Uçan 2007, and the Customer Satisfaction Scale, developed by Oliver 1980 and adapted into Turkish by Paylan 2007, were used as the survey instruments. The study examined the Cronbachs Alpha coefficients of the scales. The Cronbachs Alpha coefficient of the Perceived Service Quality Scale for Sports-Fitness Centers was found to be 0.969, and that of the Customer Satisfaction Scale was 0.851. These values are considered quite high by scholars. The questionnaires were administered to the students registered in the fitness center after the researcher provided them with information about the study. Efforts were made to reach the entire sample group during the distribution of the questionnaires. As a result, a total of 176 participants, consisting of 55 females and 121 males, completed the survey. The completed questionnaires were transferred to an appropriate computerized environment for statistical processing. The normality distribution of the survey responses was examined to determine the statistical analysis to be applied. The normality of the data was assessed using the Skewness and Kurtosis coefficients. In the study, the Skewness and Kurtosis values were found to be between -1.5 and 1.5. Based on this result, the responses to the scales exhibited a normal distribution. Consequently, parametric statistical methods were used for the analysis of the relevant variables. The data obtained were analyzed using descriptive statistics such as frequency , Descriptive Statistics, and comparative statistics, including Independent Samples Test, ANOVA, Games-Howell, and Pearson Correlation tests. The significance level for comparisons was set at p  0.05. Based on the results, it can be stated that there is a positive and significant relationship between the quality of service at the fitness center and customer satisfaction, with the participants satisfaction levels found to be moderate.

 Burdur Mehmet Akif Ersoy Üniversitesinde spor bilimleri öğrencilerinin fitness merkezi hizmet kalitesi ve müşteri memnuniyeti ilişkisi üzerine yapılan bu araştırma, öğrencilerin spor tesislerinden beklentilerini ve memnuniyetlerini anlamayı amaçlamaktadır. Bu çalışma survey tarama yöntemiyle yapılan bir araştırmadır. Araştırmanın evreni Burdur Mehmet Akif Ersoy Üniversitesi Spor Bilimleri Fakültesinde okuyan öğrencilerden, örneklem gurubu ise bu öğrencilerden fitness salonuna kayıtlı olarak gelen n.215 ve gönüllülük esasına göre tesadüfi yöntemle belirlenen 176 öğrenciden oluşmaktadır. Çalışmada veriler anket yöntemiyle elde edilmiştir. Anket olarak Uçan 2007 tarafından geliştirilen Spor-Fitness Merkezler Algılanan Hizmet Kalitesi Ölçeği ile Oliver 1980 tarafından geliştirilen ve Paylan 2007 tarafından Türkçeye uyarlanan Müşteri Memnuniyeti Ölçeği kullanılmıştır. Çalışmada ölçeklerin Cronbach Alpha katsayılarına bakılmıştır. Spor-Fitness Merkezleri Algılanan Hizmet Kalitesi Ölçeği Cronbach alpha katsayısı 0,969, Müşteri Memnuniyeti Ölçeği Cronbach alpha katsayısı 0,851 olarak bulunmuştur. Bu değerlerde bilim insanları açısından oldukça yüksek bir değerdir. Anketler fitness salonuna kayıtlı öğrencilere araştırmacı tarafından konu hakkında bilgi verildikten sonra doldurtulmuştur. Anketlerin doldurtulmasında örneklem gurubunun tamamına ulaşılmaya çalışılmıştır. Bu şekilde 55 kadın ve 121 erkek olmak üzere toplam 176 katılımcı anket doldurmuştur. Elde edilen anketler istatistik işlem için uygun bilgisayar ortamına aktarılmıştır. Verilere uygulanacak istatistiki işlemin belirlenmesi için ankete verilen cevapların normallik dağılımına bakılmıştır. Normallik testi olarak verilerin normallik sınaması Skewness çarpıklık ve Kurtosis basıklık katsayılarıyla değerlendirilmiştir. Çalışmada Skewness ve Kurtosis değerlerinin-1.5 ile 1.5 arasında olduğu görülmüştür. Bu sonuca göre ölçeklere verilen cevaplar normal dağılım göstermiştir. Bu sonuçlar doğrultusunda, ilgili değişkenler için yapılacak analizlerde parametrik istatistik yöntemleri kullanılmıştır. Elde edilen verilere istatistik olarak tanımlayıcı istatistiklerden, frekans , Descriptive Statistics, karşılaştırmalı istatistiklerden, Independent Samples Test, ANOVA, Games-Howell ve Pearson Correlation işlemleri uygulanmıştır. Karşılaştırmalar için anlamlılık düzeyi p0,05 olarak alınmıştır. Elde edilen veriler sonucunda, fitness salonu hizmet kalitesi ile müşteri memnuniyeti arasında pozitif ve anlamlı bir ilişkinin olduğunu, katılımcıların memnuniyet düzeylerinin orta düzeyde olduğunu söyleyebiliriz.

Makale detayları

EXAMINING THE RELATIONSHIP BETWEEN SERVICE QUALITY AND CUSTOMER SATISFACTION OF UNIVERSITY FİTNESS CENTERS FROM THE PERSPECTIVE OF STUDENTS IN THE FACULTY OF SPORTS SCIENCES (THE CASE OF BURDUR MEHMET AKIF ERSOY UNIVERSITY)

Yazarlar:

Bilgehan Pepe | Gözde Algün Doğu

Yayıncı:

Nigde Omer Halisdemir University

Ana Başlıklar:

Spor Hekimliği

Dergi:

Beden Eğitimi ve Spor Bilimleri Dergisi Vol.18 Issue 3, pp.414-425

Belge Tipi:

Makale

Yayın Tarihi:

12/2024

Belge Dili:

Türkçe

Document ID (Org No.):

2001334719

pISSN:

1307-6477

Fitness center

customer satisfaction

studentFitness Salonu

Müşteri Memnuniyeti

Öğrenci

Sayı

Makale detayları

EXAMINING THE RELATIONSHIP BETWEEN SERVICE QUALITY AND CUSTOMER SATISFACTION OF UNIVERSITY FİTNESS CENTERS FROM THE PERSPECTIVE OF STUDENTS IN THE FACULTY OF SPORTS SCIENCES (THE CASE OF BURDUR MEHMET AKIF ERSOY UNIVERSITY)

Yazarlar: Bilgehan Pepe | Gözde Algün Doğu

Yayıncı: Nigde Omer Halisdemir University

Ana Başlıklar: Spor Hekimliği

Dergi: Beden Eğitimi ve Spor Bilimleri Dergisi Vol.18 Issue 3, pp.414-425

Belge Tipi: Makale

Yayın Tarihi: 12/2024

Belge Dili: Türkçe

Document ID (Org No.): 2001334719

pISSN: 1307-6477

Fitness center

customer satisfaction

studentFitness Salonu

Müşteri Memnuniyeti

Öğrenci

Sayı

Yazarlar:

Bilgehan Pepe | Gözde Algün Doğu

Yayıncı:

Nigde Omer Halisdemir University

Ana Başlıklar:

Spor Hekimliği

Dergi:

Beden Eğitimi ve Spor Bilimleri Dergisi Vol.18 Issue 3, pp.414-425

Belge Tipi:

Makale

Yayın Tarihi:

12/2024

Belge Dili:

Türkçe

Document ID (Org No.):

2001334719

pISSN:

1307-6477