The examination of service quality expectations and motivations of individuals coming to physical activity centers

ORAK, Muzaffer Emir. The Examination of Service Quality Expectations and Motivations of Individuals Coming to Physical Activity Centers, Master's Thesis, Çorum, 2017. This study aims to determine the expectations of physical activity center customers towards gym's services and to study its correlation with the customers' leisure time motivations according to some demographic features. The research population consists of individuals who live in Karabük and go to physical activity center. The research sample consists of 155 female (Avgage=24,83±5,18) and 201 male (Avgage=23,50±7,34) total of 356 adults (Avgage=24,08±6,52) who were chosen by random sampling method. "Leisure Motivation scale" which was developed by Pelletier, Vallerand,. Blais and. Brière to determine individuals leisure motivation and was adapted by the study of Turkish validity-credibility by Mutlu (2008) was used as the data collecting tool. In order to measure the quality expectations of the individuals who go to physical activity center, "Service Quality Assessment Scale" which was developed by Lam (2000) and was adapted by the study of Turkish validity-credibility by Gürbüz and his Friends (2004) was used. In the study, besides descriptive statistics, inferential statistics and in order to determine the differences, prerequisite homogeneous and normal distribution One-Sample Kolmogrorov-smirnov Test was used. Two of the parametric tests; unidirectional Variance Analysis (ANOVA) and Tamhane's T2 Analysis were applied in the tests which normal distribution conditions are met. The tests which normal distribution conditions are not met, non-parametric tests were used. They are Kruskal Wallis analysis for variables have more than two groups, Mann Whitney-U analysis for variables which have 2 groups and to determine the correlation between these two analysis; Spearman's Rho correlation analysis were used. SPSS 22.0 program were used to assess the statistical data. As a conclusion, with Service Quality Expectation and Leisure Time Motivation scales, significant differences were determined in terms of sex, education, occupation and membership duration. There is a negative linear correlation between leisure time motivation scales and education, age, income state. There is a positive linear correlation between service quality and expectation scale. Positive linear correlation was determined between leisure time motivation scale and service quality scale. Keywords: Physical Activity, Service Quality Expectation, Leisure Time Motivation