The investigation of the effects of perceived local government service quality on exercise enjoyment level: The case of Sarıçam Municipality

This study aims to examine the effect of perceived service quality and customer satisfaction with sports services provided by local governments on individuals' exercise enjoyment, utilizing a mixed-method (quantitative and qualitative) approach. The main research problem is to determine the predictive effect of service quality on exercise enjoyment, which is a critical internal motivation source for maintaining a regular exercise habit. The quantitative phase of the study was conducted using a relational survey model with 483 valid participants aged 18 and over, who had been regularly using Sarıçam Municipality sports facilities for at least six months. Correlation and regression analyses were employed for data analysis. In the qualitative phase, semi-structured interviews were conducted with 46 participants to provide an in-depth understanding of the quantitative findings. Quantitative findings indicated that participants' scores for perceived service quality sub-dimensions (personnel, program content, physical facilities) and their overall exercise enjoyment level were high. Correlation analysis found a positive and significant relationship between perceived service quality and exercise enjoyment. Regression analysis confirmed that service quality significantly predicted exercise enjoyment. Furthermore, demographic comparisons revealed significant differences; for example, married individuals reported a higher perception of service quality and exercise enjoyment compared to single individuals. Qualitative findings confirmed the critical role of trainer quality (interest, motivation, and individual adaptation skills) and communication in exercise enjoyment. However, deficiencies were found in services for disadvantaged groups: Disabled individuals highlighted the lack of content adaptation in addition to physical access issues, and immigrant women pointed out language barriers and difficulties in accessing information. In conclusion, the quality of service provided in local government sports facilities directly affects not only user satisfaction but also the emotional fulfillment derived from exercise. The research suggests that municipalities should address sports services not only as a sports policy tool but also as a social policy and public health tool, enhance trainer competency, and inclusively adapt services for disadvantaged groups. Keywords: Local government, service quality, exercise enjoyment, customer satisfaction, sports facilities, mixed method.