Abstract
<p>This study was carried out to examine the effect of service quality on the satisfaction of athletes. quantitative research patterns the simple random method was used in the study, the sample size consisted of 769 athletes trained in the Provincial Directorates of Youth and Sports and Municipalities in Antalya, Isparta, and Burdur. The Q-Sport-14 scale and customer satisfaction scale were used as data collection tools. Exploratory factor analysis was performed for validity to the scales and the internal consistency coefficient was calculated for reliability. The data were analyzed to measure impact by hierarchical regression, ANCOVA, and structural equation modeling. Athletes got (X ̅ =61.64) points from the service quality scale. They got (X ̅ =13.19) points from the satisfaction scale. As a result of the analyzes based on averages, it was observed that the effect of service quality on customer satisfaction is significant and the satisfaction level of athletes and their perceptions of service quality was high.</p><p> </p><p><strong>JEL: </strong>L80; L83</p>
Highlights
The effect of service quality on customer satisfaction was examined through the data obtained from the athletes who received training specific to different sports branches in the sports facilities of Youth and Sports Provincial Directorates and Municipalities, which are public institutions that provide sports services
The results of our study indicated that perception levels of service quality and satisfaction of the athletes participating in this study are high, and according to this result, the athletes are generally satisfied with the service provided in public sports facilities
There was no relationship between customer satisfaction and the age variable (Dessemontet et al, 2014; Keskin, 2013), but there was a significant relationship between sports participation time and satisfaction levels (Aksoylu, 2019; Sabırlı and Yetim, 2019)
Summary
Today's intensely competitive environment forces organizations to develop customercentered strategies. While successful organizations continue to exist in the competition, unsuccessful ones are withdrawn from the market. Service quality and customer satisfaction are among the important issues to be considered by organizations that want to be successful (Yıldız and Tüfekçi, 2010). Because service quality and customer satisfaction are important for the sports service sector (Pool et al, 2016)
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