Investigation of The Role of The Quality of Servıces Offered at Fitness Centers on Customer Satısfactıon in Terms of Some Variables (Bayburt Example)

Abstract

In this research, “The Analysis of the Role of Quality of Services Offered at Fitness Centers on Customer Satisfaction in Terms of Some Variables” is discussed. The intense pace of work in today's world has greatly worn people out physically and psychologically. This has led people to search for an environment where they can feel better socially, mentally, and physically. As a result, there has been an increase in the number of sports businesses and fitness centres, leading to competition among them. In this rapidly developing sector, service quality has become prominent, and the importance of customer satisfaction has been clearly demonstrated. Within this scope, the purpose of this thesis is to examine the role of service quality offered in fitness centers on customer satisfaction in terms of some variables. This research was carried out with volunteer participants who received service from fitness centers operating in the province of Bayburt. The study group consisted of a total of 304 people, including 166 men and 138 women. A personal information form and the "Perceived Service Quality Scale for Sports-Fitness Centers," developed by Uçan (2007), were used to collect the data. The scale consists of 31 items and 6 subscales. The obtained data and statistical analyses were evaluated using SPSS version 26 software. The pertinence of the variables to the normal distribution was examined using visual (histogram and probability graphs) and analytical methods. Descriptive analyses were submitted using the average and standard deviation. A one-way analysis of variance(ANOVA) test was used to compare the change in the process of time in the data with the normal distribution of the variables. The statistical significance level was accepted as p<0.05. In conclusion, service quality offered in fitness centers has a significant impact on customer satisfaction. Therefore, fitness centers should strive to provide quality service to increase customer satisfaction.Keywords: Fitness center, service quality, customer satisfaction