The Relationship Between Service Quality and Customer Satisfaction: Sport and Health Centers in North Cyprus

Year 2021, Volume: 16 , 40 - 50, 28.02.2021

Mehmet Necati Cizrelioğulları , Özlem Altun , Pınar Barut

https://doi.org/10.19168/jyasar.821482

Cited By: 1

Abstract

This study was carried out due to the increasing competition in sports and health centers and its popularity today. The service quality of the gyms and its effects on customer satisfaction were investigated. It is answering the questions about if customer satisfied. In this study, it emphasized the importance of improving the quality of service and how it affects the customer. It is mentioned that the variety of activities of the gyms attract the customer. this study revealed a positive relationship between variables. The survey conducted with information from the Ministry of Youth and Sports. Test was done with SPPS program and the pilot study checked and the work started without a fault. The pilot test held in 3 main centers: Famagusta, Kyrenia and Nicosia. The sample size was determined as 215 considering the 95% confidence interval, 5% confidence level and the participants in the Health and Sports Centers in Northern Cyprus between February and April in 2019, in order to calculate the sample size were evaluated and analyzed. In this study, it was observed that the service quality of gyms in Northern Cyprus affects customer satisfaction and gender and age factors have an effect on customer satisfaction. This kind of customer-oriented enterprises should ensure that the quality should be kept high. The absence of such a study in the Northern Cyprus contribute greatly to both the academy and the sector.

Keywords

Service Quaility, Customer Satisfaction, Sport Center, Health Center, Nothern Cyprus

Servis Kalitesi ve Müşteri Memnuniyeti Arasındaki İlişki: Kuzey Kıbrıs’taki Spor ve Sağlık Merkezleri

Abstract

Bu çalışma, günümüzdeki popülerliği olan spor ve sağlık merkezlerinde artan rekabet ve nedeniyle gerçekleştirilmiştir. Bu çalışmada, spor salonlarının hizmet kalitesi ve müşteri memnuniyetine etkileri araştırıldı ve müşterinin memnun olup olmadığı ile ilgili sorular cevaplandı. Ayrıca, bu çalışmada hizmet kalitesinin artırılmasının önemi ve müşteriyi nasıl etkilediği vurgulanmıştır. bu çalışma değişkenler arasında pozitif bir ilişki olduğunu ortaya koymuştur. Anket Gençlik ve Spor Bakanlığı'ndan alınan bilgilerle yapılmıştır. SPPS programı ile test yapılmış ve pilot çalışma kontrol edilerek çalışmaya hatasız başlanmıştır. Pilot test 3 ana merkezde gerçekleştirildi: Gazimağusa, Girne ve Lefkoşa. Örneklem büyüklüğü% 95 güven aralığı,% 5 güven düzeyi dikkate alınarak 215 katılımcı olarak belirlenmiş ve 2019 yılı Şubat-Nisan tarihleri arasında Kuzey Kıbrıs Sağlık ve Spor Merkezlerindeki katılımcılar örneklem büyüklüğünü hesaplamak için değerlendirilmiş ve analiz edilmiştir. Bu çalışmada, Kuzey Kıbrıs'taki spor salonlarının hizmet kalitesini müşteri memnuniyetini etkilediği ve cinsiyet ve yaş faktörlerin müşteri menununiyeti üzerinde etkisi olduğu gözlemlenmiştir. Ayrıca, spor salonlarının faaliyet çeşitliliğinin müşteriyi cezbettiği görülmüştür. Bu çalışma ileride yapılması düşünülen araştırmalara, hem akademik hem de farklı sektörlere büyük katkı sağlayacaktır.

Keywords

Hizmet Kalitesi, Müşteri Memnuniyeti, Spor Merkezi, Sağlık Merkezi, Kuzey Kıbrıs, Customer Satisfaction, Customer Satisfaction, Sport Center, Sport Center, Health Center, Health Center, Nothern Cyprus, Nothern Cyprus

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