EXAMINATION OF SERVICE QUALITY PERCEPTIONS OF MULTI-PURPOSE SPORTS FACILITY USERS

Abstract

The purpose of this study: multi-purpose sports facility users are examining the perceptions of service quality. In the study, a questionnaire technique was used from quantitative research techniques. In this context, data were collected from 164 people from sports facilities operating in Gaziantep province. In this study, various statistical methods and analyzes were applied in order to evaluate the service quality of multi-purpose sports facilities by using the SERVQUAL scale used in UTKU (2019)'s Mes Service Facilities in Local Governments: Etimesgut Municipality Case”. The expectations and perceptions of the participants regarding the service quality of the sports facilities were determined using the SERVQUAL scale. Therefore, the averages of expected service quality and perceived service quality were obtained through this scale. Descriptive statistics showing the basic properties of the data set (average, standard deviation, media, quarter) have been calculated. Independent sample T-test, independent sample T-test were applied to determine the differences between the expected and perceived service quality between the two groups. One-way analysis of variance (ANOVA) is a statistical analysis method used to compare multiple groups. This analysis has been used to determine whether there is a significant difference between the averages of expected and perceived service quality. When the data was analyzed, no statistically significant difference was found between the expected service and perceived service scores according to gender, membership duration, weekly facility usage frequency, and daily facility usage time. On the other hand, a significant difference was found in some parameters between the expected service and perceived service quality according to income level and education level variables. As a result, it can be said that sports facility users can largely obtain the service they expect from a sports facility, but they cannot receive the expected service in the personnel sub-dimension. It is thought that in-service training to be provided in public sports facilities to increase the quality of personnel may be useful.<p> </p><p><strong> Article visualizations:</strong></p><p><img src="/-counters-/soc/0661/a.php" alt="Hit counter" /></p>