SPOR ORGANİZASYONLARINDA ALGILANAN HİZMET KALİTESİ VE MEMNUNİYET: 17. AKDENİZ OYUNLARINA KATILAN SPORCULAR ÜZERİNE BİR ARAŞTIRMA

Year 2015, Volume: 12 Issue: 1, 1 - 25, 01.06.2015

Gürkan Akdağ Ozan Güler Alper Duran Ali Dalgıç

Abstract

Bu çalışmanın amacı 17. Akdeniz Oyunları’na katılan sporcuların, oyunlar süresince aldıkları konaklama hizmetlerine ilişkin kalite algıları ve memnuniyet seviyelerinin tespit edilmesidir. Sporcuların 17. Akdeniz Oyunları Konaklama Köyü’ne ilişkin (Mersin) hizmet kalitesi algılarını ölçebilmek üzere 28 ifadeden oluşan bir anket uygulanmış ve süreç sonunda katılımcılardan 297 kullanılabilir anket elde edilmiştir. Çoklu regresyon analiz bulguları neticesinde; sporcuların genel memnuniyetlerini en fazla etkileyen faktörün “Genel Hizmetler” faktörü olduğu (β=,416), ikinci sırada (β=,165) ile “Yiyecek Hizmetleri”nin geldiği, üçüncü sırada ise “Gönüllülük Hizmeti” (β =,115) faktörünün yer aldığı sonucuna ulaşılmıştır

Keywords

Spor organizasyonları, Akdeniz Oyunları, hizmet kalitesi

Perceived Service Quality and Satisfaction at Sport Organizations: Case of the Athletes Participating in The 17th Mediterranean Games

Abstract

This study aims to determine the quality perception of the athletes participating in the 17th mediterranean games towards accommodation services. The sample of the study comprises of 297 athletes, competing in the Mediterranean Games. In order to measure the perceptions of the athletes towards the quality of accomodation facilities for the 17th Mediterranean Games, a survey consisting of 28 items was applied to them in the study. According to multiple regression analysis the results obtained; it was concluded that the quality factors affecting the satisfaction of the athletes most were “General Services” (β =,416), “Food Services” came second (β =,165), and “Voluntary Services” came third (β =,115)

Keywords

Sport organizations, The Mediterranean Games, service quality

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