Erzurum ilinde bulunan özel beden eğitimi ve spor tesislerinde sunulan hizmet kalitesinin incelenmesi

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Thesis Type: Postgraduate

Institution Of The Thesis: Ataturk University, Kış Sporları Enstitüsü, Spor Yöneticiliği Bölümü, Turkey

Approval Date: 2017

Thesis Language: Turkish

Student: BURAK ERDİNÇ ASLAN

Supervisor: Orcan Mızrak

Open Archive Collection: AVESIS Open Access Collection

Abstract:

The concept of service quality is a concept consisting of a combination of service and quality words and is briefly defined as "a measure of how the level of service provided meets the expectation of the client". One of the areas where service quality is important, which is a concept that is used in almost every field today, is sports services. In this study, it was aimed to determine the quality of service of fitness and sports centers in Erzurum province. The sample of the research is composed of a total of 202 people who are going to the fitness and sports centers in the province of Erzurum in 2017. The data of the study were collected by face to face interview by the researcher through the Service Quality Assessment Questionnaire. As a result, the average quality of service expected from fitness and sports centers was found as 6.51 points (93%) out of 7. Staff, program, locker rooms and training expectation scores ranged from 6.38 to 6.63 (91-95%). The perceived service quality average was 5,66 out of 7 (81%). Perceived service scores for staff, program, locker rooms and facilities ranged from 5.59 to 5.81 (80-83%). Perceptions about the quality of the services received from the fitness and sports centers in Erzurum province were below 0,85 points (14%). The difference between the perceived service and the service provided was statistically significant in all of the sub-dimensions and overall average. In addition, the expected and perceived services were presented in detail.