The Effect Of Servıce Qualıty On The Satısfactıon Level: A Case Study In Mersın Provınce

This study seeks to investigate to determine the differentiation situations according to some demographic variables of the individuals who are engaged in recreational activities in Mersin for a healthy life in an attempt to reveal the effect of the service quality on the satisfaction level. The sample group of the study was determined via convenience sampling method, and individuals preferring recreational activities in Mersin were chosen on a voluntary basis. A total of 424 participants, 158 female (37.3%) and 266 male (62.7%), participated in the study. The questionnaire form was used to collect research data and the scale of “Service Quality and Customer Satisfaction” consisting of 38 questions developed by Süllüoğlu was used to measure the service and satisfaction levels of the participants when being engaged in recreational activities (18). In the analysis of the data obtained in the study, the percentage and frequency were used to determine the distribution of the personal information of the participants, while the skewness and kurtosis values of the data were checked to determine whether the data showed a normal distribution. The analysis revealed that the data has a normal distribution. In addition to descriptive statistical models, t-test and Anova analysis methods were used in the statistical analysis of data (α = 0.05). As a result, significant differences were found in sub-dimensions regarding the service quality and satisfaction levels of the participants according to variables including gender, level of welfare, and the frequency of use at the facility.

PDF

___

1.Büyüköztürk, Ş. Bilimsel araştırma yöntemleri (5. Baskı). Ankara: Pegem Akademi, 2010.
2.Caruana, A. The Effects Of Service Quality And TheMediating Role Of Customer Satisfaction, European Journal Of Marketing, 2002; 36(7), 1-14.
3.Çınar, A. T. İşletmelerde Müşteri Hizmeti Ve Müşteri Memnuniyeti İle Farklı Bankalar Ve Bölgeler İçin Müşteri Memnuniyetini Belirlemeye Yönelik Uygulama, Yüksek Lisans Tezi, Adnan Menderes Üniversitesi Sosyal Bilimler Enstitüsü, Aydın, 2007.
4.Ergin, B.M., İmamoğlu, A.F. ve Yıldızhan, Y.Ç. Algılanan Hizmet Kalitesi Ölçeği’nin geçerlik ve güvenirlik çalışması.Gazi Beden Eğitimi ve Spor Bilimleri Dergisi, 2011; 16(2), 11-23.
5.Ferrand, A., Robinson, L., & Vallette-Florence, P. The intention-to-repurchase paradox: A case of the health andfitness industry. Journal of Sport Management, 2008; 24-1, 83-105.
6.Girginer, N., Şahin, B. Spor tesislerinde kuyruk problemineyönelik bir benzetim uygulaması. Hacettepe J. of SportSciences, Spor Bilimleri Dergisi, 2007; 18 (1): 13-30.
7.Jondeau E., Rockinger M. Conditional volatility, skewness,and kurtosis: existence, persistence, and comovements.Journal of Economic Dynamics & Control, 2003; 27, 1699 – 1737.
8.Karasar, N. Bilimsel Araştırma Yöntemi (On Dokuzuncu Baskı). Ankara: Nobel Yayın Dağıtım, 2009.
9.Memiş, U. A., & Ekenci, G. Spor Merkezlerinde Müşteri Memnuniyeti (Ankara İli Örneği). Gazi Beden Eğitimi Ve Spor Bilimleri Dergisi, 2007; 12(1), 33-48.
10.Mustafa, B. A. Ş., Çelik, A., & Solak, N. Spor İşletmelerinde Algılanan Hizmet Kalitesi Üzerine Bir Araştırma. Gaziantep Üniversitesi Spor Bilimleri Dergisi, 2017; 2(4), 1-11.
11.Oliver, R. L. Satisfaction: A Behavioral Perspective on theConsumer, Mcgraw-Hill, New York, 1997.
12.Parasuraman A, Zeithaml VA, Beryy LL. A Conceptual modelofservicequality and ıts ımplications for future research.Journal of Marketing, 1985; 49, 41-50.
13.Park, S-H. The Relationships between Percieved Service Problems and Service Quality, Customer Satisfaction, and Recommendation Within a Ski Resort Context, InternationalJournal of Applied Sports Sciences, 2003; 15(2), 40-50.
14.Pizam, A., Ellis, T. Customer Satisfaction and Its Measurement in Hospitality Enterprises, International Journal of Contemporary Hospitality Management, 1999; 11/7, 326-339.
15.Saygın, Ö. Long-term walking exercise may affect some physical functions in the elderly. Ethno Medicine, 2015; 9(3), 379–384.
16.Şimsek, K.Y. Quality perception of the 2012 world indoor athletics championships. Journal of Human Kinetics, 2016; 54, 181–194.
17.Spreng, R. And Chıou, J. A Cross-Cultural Assessment Of The Satisfaction Formation Proccess, European Journal Of Marketing, 2002; 36(8), 1-8.
18.Süllüoğlu, O. Fitnes Centerlar daki Hizmet Kalitesinin Müşteri Memnuniyeti Üzerindeki Etkisi. Bahçeşehir Üniversitesi, Sosyal Bilimler Enstitüsü, Spor Yönetimi Yüksek Lisans Programı, Yüksek Lisans Tezi, 2018.
19.Theodorakıs, N., Alexandrıs, K., Rodrıguez, P. And Sarmento,P. J. Measuring Customer Satisfaction İn The Context Of Health Clubs İn Portugal, International Sports Journal, Winter, 2004; 44-53.
20.Yıldırım, M. Spor tesisleri müşteri memnuniyeti ölçeği geliştirilmesi: geçerlik ve güvenirlik çalışması. 21. Yüzyılda Eğitim ve Toplum Eğitim Bilimleri ve Sosyal Araştırmalar Dergisi, 2017: 157-176.
21.Zeithaml, V. A., Berry, L. & Parasuraman, A. The Behavioral Consequences of Service Quality, Journal of Marketing, 1996;60(2), 31.