Investigation of the organizational structure of pilates enterprises and the perceived service quality of its customers according to determined variables during the COVID-19 outbreak process

It was aimed to examine the service quality perceived in pilates enterprises during the Covid-19 outbreak according to determined variables and to examine the enterprises in terms of the measures taken before and during the epidemic, economic impacts, and customer expectation levels. The universe of the research consists of 20 pilates enterprises serving in Gaziosmanpaşa district of Istanbul province. The sample is 212 customers who receive service from these businesses. The managers of these 20 enterprises were included in the sample group for the interview form. This sampling method was made by determining the convenience sampling method. Participants in the study were determined on a voluntary basis. Service Quality Assessment Scale was used in our study. In addition, the effects of the pandemic process on the pilates businesses were examined in the semi-structured interview method with question and answer interviews with pilates operators about the organizational structure. The enterprises were asked questions about their economic status, personnel selection criteria, tool and equipment adequacy, program timeliness and organizational structures related to the measures taken, and these questions were formed by taking the opinions of three experts. In the analysis of the data; One-way analysis of variance (ANOVA) and t-Test tests were applied to determine the difference in service quality perception levels according to the demographic characteristics of the participants using the pilates studios. As a result of the research, it was determined that the participants' age, gender, education level, income level, facility usage time have a statistically significant effect on the perceived service quality.