The Effect of Service Quality in Sports Businesses on Customer Satisfaction

Yıl 2024, Cilt: 6 Sayı: 2, 200 - 223, 30.09.2024

Ali Gürel Göksel , Mürüvvet Çoban , Aygün Akgül

https://doi.org/10.47778/ejsse.1518961

Öz

Sports businesses need to improve their service quality to achieve their goals continuously. Enterprises that can achieve this will have a positive effect on customer satisfaction and will be able to sustain their existence and allow their businesses to grow. The problem statement of the research is "Is there a relationship between perceived service quality and customer satisfaction in sports businesses?". In this direction, the research aims to examine the relationship between service quality and customer satisfaction in enterprises in terms of different demographic variables. The population of the study consisted of 885 members who receive active service in Mugla Culture Art Sports Center and Trade LLC sports enterprises. The sample consisted of 375 people over the age of 18, 123 of whom were female and 252 of whom were male. To collect the data needed for the research, the personal information form prepared by the researchers, the Sports Facilities Customer Satisfaction Scale (SFCSS) developed by Yıldırım (2017), and the Fitness Centers Service Quality Scale (FCSQS) developed by Sevilmiş (2019) was used. The data were collected a face-to-face questionnaire technique. SPSS 26.0 package program was used to analyze the collected data. Frequency and percentage analyses were used to determine the demographic structure of the data. A T-test was used to investigate the relationship between two independent variables and a one-way analysis of variance (ANOVA) was used to examine the relationship between three or more variables. Statistical analyses were interpreted based on a p<0.05 significance level. The results of the analyses showed that the Cronbach Alpha values of the scales and sub-dimensions were highly reliable. The findings revealed a strong and positive relationship between service quality and customer satisfaction (r=0.613, p<0.01). This means that customer satisfaction increases with the increase in service quality in sports facilities.

Anahtar Kelimeler

Sports businesses, Service quality, Customer satisfaction

Destekleyen Kurum

TUBITAK 2209-A University Students Research Projects Support Program

Proje Numarası

1919B012204451

Teşekkür

This study was supported by TUBITAK 2209/A University Students Research Projects Support Program with the project application number 1919B012204451 within the scope of the 1st Term of 2022. We would like to thank TUBITAK for their support.

Spor İşletmelerindeki Hizmet Kalitesinin Müşteri Memnuniyetine Etkisi

Öz

Spor işletmelerinin hedeflerine ulaşabilmeleri için hizmet kalitelerini sürekli geliştirmeleri gerekmektedir. Bunu başarabilen işletmeler müşteri memnuniyetine olumlu yönde etki ederek hem varlıklarını süründürebilecek hem de işletmelerinin büyümesine olanak tanıyacaktır. Araştırmanın problem cümlesi “spor işletmelerinde algılanan hizmet kalitesi ile müşteri memnuniyeti arasında bir ilişki var mıdır?” şeklindedir. Bu doğrultuda araştırmanın amacı, işletmelerdeki hizmet kalitesi ile müşteri memnuniyeti arasındaki ilişkinin farklı demografik değişkenler açısından incelenmesidir. Araştırmanın evrenini Muğla Kültür Sanat Spor Merkezi ve Ticaret LTD. ŞTİ spor işletmesinde aktif hizmet alan 885 üye oluşturmuştur. Örneklemi ise 18 yaşından büyük 123’ü kadın ve 252’si erkek toplamda 375 kişi oluşturmuştur. Araştırmanın ihtiyaç duyduğu verileri toplayabilmek için araştırmacılar tarafından hazırlanan kişisel bilgi formu, Yıldırım (2017) tarafından geliştirilen Spor Tesisleri Müşteri Memnuniyeti Ölçeği (STMMÖ) ve Sevilmiş (2019) tarafından geliştirilen Fitness Merkezleri Hizmet Kalitesi Ölçeği (FMKHÖ) kullanılmıştır. Veriler yüz yüze anket tekniğiyle toplanmıştır. Toplanan verilerin analizlerini gerçekleştirebilmek için SPSS 26.0 paket programı kullanılmıştır. Verilerin demografik yapısını tespit etmek için frekans ve yüzde analizleri kullanılmıştır. İki bağımsız değişken arasındaki ilişkiyi analiz etmek için t-testi, üç veya daha fazla değişkenin ilişkilerini incelemek için ise tek yönlü varyans analizi (ANOVA) yapılmıştır. İstatistiksel değerlendirmelerde p<0,05 anlamlılık düzeyi temel alınarak yorumlar yapılmıştır. Analiz sonuçları, ölçeklerin ve alt boyutlarının Cronbach Alpha değerlerinin yüksek güvenilirlikte olduğunu göstermiştir. Bulgular, hizmet kalitesi ile müşteri memnuniyeti arasında güçlü ve olumlu bir ilişki olduğunu ortaya koymuştur (r=0,613, p<0,01). Bu sonuçlar, spor tesislerindeki hizmet kalitesinin artmasıyla müşteri memnuniyetinin de arttığını ifade etmektedir.

Anahtar Kelimeler

Spor işletmeleri, Hizmet kalitesi, Müşteri memnuniyeti

Etik Beyan

İlgili araştırma bilimsel etik kurallarına uygun olarak hazırlanmıştır.

Destekleyen Kurum

TÜBİTAK 2209-A Üniversite Öğrencileri Araştırma Projeleri Destekleme Programı

Proje Numarası

1919B012204451

Teşekkür

Bu çalışma TÜBİTAK 2209/A Üniversite Öğrencileri Araştırma Projeleri Destekleme Programı 2022 yılı 1. Dönem kapsamında 1919B012204451 proje başvuru numarası ile desteklenmiştir. Desteklerinden dolayı TÜBİTAK’a teşekkür ederiz.

Kaynakça

• Abror, A., Patrisia, D., Engriani, Y., Evanita, S., Yasri, Y., & Dastgir, S. (2019). Service quality, religiosity, customer satisfaction, customer engagement and Islamic bank’s customer loyalty. Journal of Islamic Marketing, 11(6), 1691–20. https://doi.org/10.1108/JIMA-03-2019-0044
• Afthinos, Y., Theodorakis, N. D., & Nassis, P. (2005). Customers’ expectations of service in Greek fitness centers: Gender, age, type of sport center, and motivation differences. Managing Service Quality: An International Journal, 15(3), 245-258. https://doi.org/10.1108/09604520510597809
• Akgül, A., & Mutlu, T. O. (2021). Basketbol klasman hakemlerinin iletişim becerilerinin problem çözme süreçleri üzerine etkisinin incelenmesi. Spormetre Beden Eğitimi ve Spor Bilimleri Dergisi, 19(3), 81-95. https://doi.org/10.33689/spormetre.866843
• Aksoylu, M. E. (2019). Spor merkezi üyelerinin hizmet kalitesi ile müşteri memnuniyetine yönelik beklenti ve algılarının değerlendirilmesi: KOZAWOS the club örneği. Yüksek Lisans Tezi, Sağlık Bilimleri Enstitüsü, Antrenörlük Eğitimi Ana Bilim Dalı, Spor Yönetimi Bilim Dalı, İstanbul Gelişim Üniversitesi, İstanbul.
• Alexandris, K., Zahariadis, P., Tsorbatzoudis, C., & Grouios, G. (2004). An empirical investigation of the relationships among service quality, customer satisfaction and psychological commitment in a health club context. European Sport Management Quarterly, 4(1), 36-52. https://doi.org/10.1080/16184740408737466
• Ali, M., & Raza, S. A. (2017). Service quality perception and customer satisfaction in Islamic banks of Pakistan: the modified SERVQUAL model. Total Quality Management & Business Excellence, 28(5-6), 559-577. https://doi.org/10.1080/14783363.2015.1100517
• Alnawas, I., & Hemsley-Brown, J. (2019). Examining the key dimensions of customer experience quality in the hotel industry. Journal of Hospitality Marketing & Management, 28(7), 833-861. https://doi.org/10.1080/19368623.2019.1568339
• Álvarez‐García, J., González-Vázquez, E., Río-Rama, M., & Durán-Sánchez, A. (2019). Quality in customer service and its relationship with satisfaction: An Innovation and competitiveness tool in sport and health centers. International Journal of Environmental Research and Public Health, 16(20), Article, 3942. https://doi.org/10.3390/ijerph16203942.
• Anderson, E. W., & Mittal, V. (2000). Strengthening the satisfaction-profit chain. Journal of Service Research, 3(2), 107–120. https://doi.org/https://doi.org/10.1177/109467050032001
• Aşık, N. A. (2016). Algılanan hizmet kalitesinin müşteri memnuniyeti üzerine etkisi: Termal otellerde bir araştırma. Journal of International Social Research, 9(47), 1161-1168.
• Bakar, A. H. A., Tabassi, A. A., Razak, A. A., & Yusof, M. N. (2012). Key factors contributing to growth of construction companies: A Malaysian experience. World Applied Sciences Journal, 19(9), 1295–1304. https://doi.org/10.5829/idosi.wasj.2012.19.09.1454
• Barbosa, H. I., Loureiro, V., & Alves, A. (2019). Quality and satisfaction in gymnasiums & health clubs. Materiales para la Historia del Deporte, (18), 115-121.
• Baş, M., Çelik, A., & Solak, N. (2017). Spor işletmelerinde algılanan hizmet kalitesi üzerine bir araştırma. Gaziantep Üniversitesi Spor Bilimleri Dergisi, 2(4), 1-11.
• Baştürk, S., & Taştepe, M. (2013). Evren ve örneklem. Vize Yayıncılık.
• Berber, U., & Mollaoğulları, H. (2020). The effect of service quality on satisfaction of athletes participating in sport programmes. European Journal of Physical Education and Sport Science, 6(1), 1-11.
• Bolton, R. N., & Drew, J. H. (1991). A multistage model of customers' assessments of service quality and value. Journal of Consumer Research, 17(4), 375-384. https://doi.org/10.1086/208564
• Brady, M. K., Robertson, C. J., & Cronin, J. J. (2001). Managing behavioral intentions in diverse cultural environments: An investigation of service quality, service value, and satisfaction for American and Ecuadorian fast-food customers. Journal of International Management, 7(2), 129-149. https://doi.org/10.1016/S1075-4253(00)00041-7
• Brocato, E. D., Voorhees, C. M., & Baker, J. (2012). Understanding the influence of Cues from other customers in the service experience: A scale development and validation. Journal of Retailing, 88(3), 384–398. https://doi.org/10.1016/j.jretai.2012.01.006
• Chelladurai, P., & Chang, K. (2000). Targets and standards of quality in sport services. Sport management Review, 3(1), 1-22. https://doi.org/10.1016/S1441-3523(00)70077-5
• Çiftçi, S., ve Çakmak, G. (2018). Fitness merkezleri müşterilerinin hizmet kalitesi ile ilgili beklenti ve algı düzeylerinin incelenmesi. Spor Bilimleri Araştırmaları Dergisi, 3(1), 23-31. https://doi.org/10.25307/jssr.368522
• Çolak, S., Yilmaz, S., & Çakil, H. (2022). Özel ve kamuya ait spor tesislerini kullanan bireylerin memnuniyet düzeylerinin değerlendirilmesi (Kocaeli örneği). Journal of Social Research & Behavioral Sciences, 8(16), 308-321.
• Cristea, I. G., & Mocuta, D. (2018). Customer relationship management. Proceedings of the 31st International Business Information Management Association Conference, IBIMA 2018: Innovation management and education excellence through vision 2020. Milan, Italy. https://doi.org/https://doi.org/10.33619/2414-2948/51/21
• Cronin Jr, J. J., Brady, M. K., & Hult, G. T. M. (2000). Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments. Journal of Retailing, 76(2), 193-218. https://doi.org/10.1016/S0022-4359(00)00028-2
• Demirbag, M., Koh, S. C. L., Tatoglu, E., & Zaim, S. (2006). TQM and market orientation’s impact on SMEs‘performance. Industrial Management and Data Systems, 106(8), 1206–1228. https://doi.org/10.1108/02635570610710836
• Demirel, H. (2013). Rekreasyonel spor/fitness programı sunan işletmelerde hizmet kalitesi. Doktora Tezi, Sağlık Bilimleri Enstitüsü, Beden Eğitimi ve Spor Ana Bilim Dalı, Gazi Üniversitesi, Ankara.
• Deng, W. J., Yeh, M. L., & Sung, M. L. (2013). A customer satisfaction index model for international tourist hotels: Integrating consumption emotions into the American Customer Satisfaction Index. International Journal of Hospitality Management, 35, 133-140. https://doi.org/10.1016/j.ijhm.2013.05.010
• Duman, F. K. (2022). Spor tesislerinde algılanan hizmet kalitesinin müşteri memnuniyeti ile ilişkisi. Journal of ROL Sport Sciences, 3(3), 1-13. https://doi.org/10.5281/zenodo.7059995
• Ergin, B. M., İmamoğlu, A. F., Tunç, T., Akpınar, S., & Çon, M. (2011). Üniversite spor merkezlerindeki hizmet kalitesi boyutlarinin algi ve önem düzeylerinin incelenmesi. Spor ve Performans Araştırmaları Dergisi, 2(1), 41-49.
• Ergün, İ. (2018). Hı̇zmet sektöründe halkla ilı̇şkiler faalı̇yetlerı̇nı̇n hizmet kalitesi ve müşterı̇ memnuniyetine etkileri. Yüksek Lisans Tezi, Sosyal Bilimler Enstitüsü, İşletme Ana Bilim Dalı, Halkla İlişkiler Bilim Dalı, Avrasya Üniversitesi, Trabzon.
• Francesco, G., & Roberta, G. (2019). Cross-country analysis of perception and emphasis of hotel attributes. Tourism Management, 74, 24-42. https://doi.org/10.1016/j.tourman.2019.02.011
• Funk, D. C., Alexandris, K., & McDonald, H. (2022). Perceptions of service quality and customer satisfaction. In Sport Consumer Behaviour. Routledge.
• George, D., & Mallery, P. (2019). IBM SPSS statistics 26 step by step: A simple guide and reference. Routledge.
• Grönroos, C. (1982). An applied service marketing theory. European Journal of Marketing, 16(7), 30-41. https://doi.org/10.1108/EUM0000000004859
• Göksel, A. G., & Ekici, S. (2013). Research on customer satisfaction in enterprises providing water sports service. The Online Journal of Recreation and Sport, 2(4), 29-41.
• Grönroos, C. (1984). A service quality model and its marketing implications. European Journal of marketing, 18(4), 36-44. https://doi.org/10.1108/EUM0000000004784
• Gülbaşı, A. (2022). E-ticaret kullanıcılarına ait e-hizmet kalitesinin müşteri memnuniyeti üzerine etkisi. Toplum Ekonomi ve Yönetim Dergisi, 3(1), 22-39.
• Günel, İ., & Duyan, M. (2020). The effect of service quality on athlete satisfaction: an empirical result from sports facilities of public organizations. European Journal of Management and Marketing Studies, 5(3), 51-65.
• Güzel, D., & Taşcı, M. F. (2022). Spor merkezlerinde algılanan hizmet kalitesi düzeyinin belirlenmesi: Erzurum ili örneği. Bucak İşletme Fakültesi Dergisi, 5(1), 66-88. https://doi.org/10.38057/bifd.1094752
• Hao, J. X., Yu, Y., Law, R., & Fong, D. K. C. (2015). A genetic algorithm-based learning approach to understand customer satisfaction with OTA websites. Tourism Management, 48, 231-241. https://doi.org/10.1016/j.tourman.2014.11.009
• Heinonen, K., & Strandvik, T. (2015). Customer-dominant logic: Foundations and implications. Journal of Services Marketing, 29(6/7), 472–484. https://doi.org/10.1108/JSM-02-2015-0096
• Howat, G., Crilley, G., & McGrath, R. (2013). A focused service quality, benefits, overall satisfaction, and loyalty model for public aquatic centres. Performance measurement and leisure Management (5-27). Routledge.
• Huang, Y., & Kim, D. (2023). How does service quality improve consumer loyalty in sports fitness centers? The moderating role of sport involvement. Sustainability. https://doi.org/10.3390/su151712840.
• Imran, M., Abdul Hamid, S. N. B., & Aziz, A. B. (2018). The influence of TQM on export performance of SMEs: Empirical evidence from manufacturing sector in Pakistan using PLS-SEM. Management Science Letters, 1(1), 483–496. https://doi.org/https://doi.org/10.5267/j.msl.2018.3.003
• Jiang, H., & Zhang, Y. (2016). An investigation of service quality, customer satisfaction and loyalty in China's airline market. Journal of air transport management, 57, 80-88. https://doi.org/10.1016/j.jairtraman.2016.07.008
• Jong, C. Y., Sim, A. K. S., Lew, T. Y., & Nonino, F. (2019). The relationship between TQM and project performance: Empirical evidence from Malaysian construction industry. Cogent Business and Management, 6(1), 1568655. https://doi.org/10.1080/23311975.2019.1568655
• Karasar, N. (2016). Bilimsel araştırma yöntemi: Kavramlar ilkeler teknikler. Nobel Akademik Yayıncılık.
• Sevilmiş, A. (2019). Almanya'da fitness merkezleri için oluşturulan standartların (DIN-33961) Türkiye için uygulanabilirliğinin incelenmesi ve DIN normlarında fitness merkezi kalite ölçeğinin geliştirilmesi. Doktora Tezi, Selçuk Üniversitesi, Sağlık Bilimleri Enstitüsü, Spor Yöneticiliği Anabilim Dalı, Konya.
• Kasiri, L. A., Cheng, K. T. G., Sambasivan, M., & Sidin, S. M. (2017). Integration of standardization and customization: Impact on service quality, customer satisfaction, and loyalty. Journal of Retailing and Consumer Services, 35, 91-97. https://doi.org/10.1016/j.jretconser.2016.11.007
• Kouthouris, C., & Alexandris, K. (2005). Can service quality predict customer satisfaction and behavioral intentions in the sport tourism industry? An application of the SERVQUAL model in an outdoors setting. Journal of Sport & Tourism, 10(2), 101-111. https://doi.org/10.1080/14775080500223165
• Kyle, G. T., Theodorakis, N. D., Karageorgiou, A., & Lafazani, M. (2010). The effect of service quality on customer loyalty within the context of ski resorts. Journal of Park and Recreation Administration, 28(1), 1-15.
• Lentell, R. (2000). Untangling the tangibles: 'physical evidence' and customer satisfaction in local authority leisure centres. Managing Leisure, 5(1), 1-16. https://doi.org/10.1080/136067100375704
• Mathe, K., Scott-Halsell, S., & Roseman, M. (2016). The role of customer orientation in the relationship between manager communications and customer satisfaction. Journal of Hospitality & Tourism Research, 40(2), 198-209. https://doi.org/10.1177/10963480134962
• McDonald, M. A., & Howland, W. (1998). Health and fitness industry. In L. Masteralexis, C. A. Barr, & M. A. Hums (Eds.), Principles and practice of sport management (pp. 431-451). Aspen Publishers, Inc.
• Murray, D., & Howat, G. (2002). The relationships among service quality, value, satisfaction, and future intentions of customers at an Australian sports and leisure centre. Sport Management Review, 5(1), 25-43. https://doi.org/10.1016/S1441-3523(02)70060-0
• Novokreshchenova, O. A., Novokreshchenova, N. A., & Terehin, S. E. (2016). Improving bank’s customer service on the basis of quality management tools. European Research Studies Journal, XIX(3B), 19–38. https://doi.org/10.35808/ersj/562
• Nunkoo, R., Teeroovengadum, V., Thomas, P., & Leonard, L. (2017). Integrating service quality as a second-order factor in a customer satisfaction and loyalty model. International Journal of Contemporary Hospitality Management, 29(12), 2978-3005. https://doi.org/10.1108/IJCHM-11-2016-0610
• Oh, H., & Kim, K. (2017). Customer satisfaction, service quality, and customer value: years 2000-2015. International Journal of Contemporary Hospitality Management, 29(1), 2-29. https://doi.org/10.1108/IJCHM-10-2015-0594
• Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of marketing research, 17(4), 460-469. https://doi.org/10.1177/002224378001700405
• Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of marketing, 49(4), 41-50. https://doi.org/10.1177/002224298504900403
• Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). Servqual: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12-40.
• Peter, J. P., & Olson, J. C. (2010). Consumer behavior & marketing strategy. McGraw-Hill Education.
• Pradeep, D. S., Vadakepat, D. V., & Rajasenan, D. (2020). The effect of service quality on customer satisfaction in fitness firms. Management Science Letters, 10(9), 2011-2020. https://doi.org/10.5267/j.msl.2020.2.011
• Rahimi, R., & Kozak, M. (2017). Impact of customer relationship management on customer satisfaction: The case of a budget hotel chain. Journal of Travel & Tourism Marketing, 34(1), 40-51. https://doi.org/10.1080/10548408.2015.1130108
• Ren, L., Zhang, H. Q., & Ye, B. H. (2015). Understanding customer satisfaction with budget hotels through online comments: Evidence from home inns in China. Journal of Quality Assurance in Hospitality & Tourism, 16(1), 45-62. https://doi.org/10.1080/1528008X.2015.966299
• Şahin, A., & Şen, S. (2017). Hizmet kalitesinin müşteri memnuniyeti üzerine etkisi. Journal of International Social Research, 10(52), 1176-1184. http://dx.doi.org/10.17719/jisr.2017.1971
• Schneider, B., Ehrhart, M. G., Mayer, D. M., Saltz, J. L., & Niles-Jolly, K. (2005). Understanding organization-customer links in service settings. Academy of Management Journal, 48(6), 1017–1032. https://doi.org/10.5465/amj.2005.19573107
• Shonk, D. J., & Chelladurai, P. (2008). Service quality, satisfaction, and intent to return in event sport tourism. Journal of Sport Management, 22(5), 587-602. https://doi.org/10.1123/jsm.22.5.587
• Shonk, D. J., & Chelladurai, P. (2009). Model of service quality in event sport tourism: Development of a scale. International Journal of Sport Management and Marketing, 6(3), 292-307. https://doi.org/10.1504/IJSMM.2009.02909
• Sinha, N., Garg, A. K., & Dhall, N. (2016). Effect of TQM principles on performance of Indian SMEs: The case of automotive supply chain. The TQM Journal, 28(3), 338–359. https://doi.org/10.1108/TQM-10-2014-
• Swan, J. E., & Bowers, M. R. (1998). Services quality and satisfaction. Journal of Services Marketing, 12(1), 59-72. https://doi.org/10.1108/08876049810202375
• Taşlıyan, M., Hırlak, B., Güler, B., & Ceyhan, Y. (2017). Algılanan hizmet kalitesi, müşteri memnuniyeti, müşteri sadakati ve bazı sosyo-demografik değişkenler arasındaki ilişkiler. Social Sciences Studies Journal, 3(5), 119-131. http://dx.doi.org/10.26449/sssj.20
• Taylor, S. A., & Baker, T. L. (1994). An assessment of the relationship between service quality and customer satisfaction in the formation of consumers' purchase intentions. Journal of Retailing, 70(2), 163-178. https://doi.org/10.1016/0022-4359(94)90013-2
• Thamnopoulos, Y., Tzetzis, G., & Laios, S. (2012). The impact of service quality and satisfaction on customers’ future intentions, in the sport spectators’ context. The Sport Journal, 15(1), 1-14.
• Theodorakis, N., Alexandris, K., Rodrigues, P. M., & Sarmento, P. J. (2004). Measuring customer satisfaction in the context of health clubs in Portugal. International Sports Journal, 8, 44-53.
• Theodorakis, N., Kambitsis, C., & Laios, A. (2001). Relationship between measures of service quality and satisfaction of spectators in professional sports. Managing Service Quality: An International Journal, 11(6), 431-438. https://doi.org/10.1108/09604520110410638
• Torres, E. N. (2014). Deconstructing service quality and customer satisfaction: Challenges and directions for future research. Journal of Hospitality Marketing & Management, 23(6), 652-677. https://doi.org/10.1080/19368623.2014.846839
• Tufantoz, S., & Yıldız, S. (2022). The Mediating Role of Customer Satisfaction Between Service Quality and Customer Loyalty: A Study in Commercial Sport Organizations. CBÜ Beden Eğitimi ve Spor Bilimleri Dergisi, 17(2), 419-431. https://doi.org/10.33459/cbubesbd.1175918.
• Türksoy, B., & Aycan, A. (2020). Spor merkezlerinde sunulan hizmetlere yönelik kalite algisinin değerlendirilmesi. Bolu Abant İzzet Baysal Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 20(2), 489-508. https://doi.org/10.11616/basbed.vi.687862
• Wu, H. C. (2014). The effects of customer satisfaction, perceived value, corporate image and service quality on behavioral intentions in gaming establishments. Asia Pacific Journal of Marketing and Logistics, 26(4), 540-565. https://doi.org/10.1108/APJML-03-2014-0049
• Yıldırım, M. (2017). Spor tesisleri müşteri memnuniyeti ölçeği geliştirilmesi: Geçerlik ve güvenirlik çalışması. 21. Yüzyılda Eğitim ve Toplum, 6(16), 157-176.
• Yıldız, S. M., & Duyan, M. (2019). The Relationship among service quality, customer satisfaction, and customer loyalty: An empirical investigation of sports and physical activity sector. Pamukkale Journal of Sport Sciences, 2019(1), 17-30.
• Yıldız, K., Yumuk, E. D., Ekim, N., & García-Fernández, J. (2021). “Because i choose to”: reasons for women to choose boutique fitness centers. PODIUM Sport, Leisure and Tourism Review, 10(1), 141-162. https://doi.org/10.5585/podium.v10i1.17616.
• Yoshida, M., & James, J. (2011). Service quality at sporting events: Is aesthetic quality a missing dimension? Sport Management Review, 14, 13-24. https://doi.org/10.1016/J.SMR.2009.06.002.