Erzurum ilinde bulunan kış spor tesislerinin hizmet kalitesi yönünden incelenmesi

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Thesis Type: Postgraduate

Institution Of The Thesis: Ataturk University, Kış Sporları Enstitüsü, Spor Yönetim Ana Bilim Dalı, Turkey

Approval Date: 2019

Thesis Language: Turkish

Student: YUNUS ARAS

Supervisor: Orcan Mızrak

Open Archive Collection: AVESIS Open Access Collection

Abstract:

Today, the concept of service quality, which is used in almost every field, is a combination of service and quality and is defined as measure of how much the level of service meets the customer's expectations. The aim of this course is to examine the winter sports facilities in Erzurum, which hosts the important organizations (2011 UNİVERSİADE, 2017 EYOF, etc.) in terms of service quality. The universe of the research was composed of athletes using winter sports facilities in Erzurum province in 2018 – 2019 winter season. The sample of the study consisted of a total of 500 athletes selected from ice hokey, ice stating, curling and skiing branch by using simple random sampling method which is one of the random sampling methods in the universe. The data of the researcher personally through service quality evaluation scale. In this study, expected and perceived services are presented in detail. Quantitative analysis methods were used for data analysis. In order to answer the research questions, descriptive statistical methods such as mean and standard deviation, Mann Whitney U and Kruskal Walls H difference test were applied (data were evaluated at p<0,05 significance level and %95 confidence interval). The results include analysis of the expected and perceived service quality average values and subdimensions according to various variables (gender, age, sport branch, year of sports, education level, training frequency, nationally status and income status). Key Words: Expected Service, Perceived Service, Quality of Service, Sport.