Perceived quality of service in the fitness centers of local governments: Case of province of elaziğ

This study was conducted to identify the perceptions of fitness center members regarding the quality of service of fitness centers of the local governments in the Province of Elazığ, Turkey. This descriptive study was conducted with 503 individuals, who were members of 7 sports centers of the local governments in the province of Elazığ. Personal Information Form and "Sports-Fitness Centers Perceived Quality of Service Scale" were used for data collection. The scale developed by Uçan (2007) consists of 31 items and 6 sub-scales. The scores taken in this 5-point Likert-type scale varies between 31 and 155. Higher scores indicate satisfaction with the service. Questionnaires were applied via face to face interviews to the members who agreed to participate in the study. Data were evaluated by a statistical software package, and numbers, percentages and means were used for the analysis. One-way ANOVA and independent samples t-test was used in the analysis since it fulfills the assumptions of parametric tests. A probability level of p<0.05 was used to indicate statistical significance. The total mean score taken in the scale by the members included in the study was 125.0±15.6 (min. 59-max. 155). Looking at the scores taken in the sub-scales, the mean score taken in the physical environmental quality sub-scale was found to be 27.9±4.8 (min. 14-max. 35), the mean score in the quality of ambient conditions was 12.4±2.1 (min. 5 - max. 15), the mean score taken in the exercise tools-equipment sub-scale was 11.4±2.4 (min. 3-max. 15), the mean program-quality score was 10.8±2.7 (min. 4-max. 15), the mean interaction-quality score was 40.9±6.8 (min. 10-max. 50), and the mean output (result) quality score was found to be 21.6±3.7 (min. 5-max. 25). Looking at the mean physical environment quality scores of the members based on the age, gender and educational level, a significant difference was found in the gender variable. Accordingly, the mean scores of male members were found to be higher than of the female members. The difference was not significant according to age groups and educational level. The mean quality scores of ambient conditions and exercise tools-equipment showed a similar distribution according to age groups, gender and educational level. There was no significant difference in the mean scores of the quality of the physical environment, quality of ambient conditions, and quality of exercise tool-equipment according to employment status and monthly income of the members of fitness centers. Although there were similarities between mean total scores of program quality and output (result) quality according to age and educational levels of members, there was significant difference in the mean interaction quality, output (result) quality and total scores according to the genders of members, and the mean scores of male members were found to be higher than of female members. There was a significant difference in the mean output (result) quality score and total score according to the employment status of the members. The difference is caused by self-employed members, and the mean scores of these members are higher than of unemployed or white-collar members. And, there was no difference between the mean program quality, interaction quality, output quality and total scores in terms of monthly incomes of the members. In line with these results, it can be suggested that feedbacks should be received through surveys given by the fitness center staff periodically regarding the service quality, and the services towards female members should be improved, considering the higher expectations of female members. Keywords: Sports, service quality, customer satisfaction, fitness center