An example of evaluating the quality of services provided in sports facilities by users (İstanbul Gaziosmanpasa)

In this study, it was aimed to examine the level of satisfaction of service quality perceptions and expectations of the members who receive services in sports facilities. In our study, relational screening model, one of the quantitative research methods, was used. The universe of our research consists of individuals who receive services from public and private sports facilities in the province of Istanbul. The sample of the research consists of 266 women and 253 men over the age of 18 who are receiving services at public and private sports facilities in Gaziosmanpasa district of Istanbul province. Within the scope of the research, the Personal Information Form, the Satisfaction Level of Expectations from Sports Centers Scale and the Q-SPORT 14 Scale were used as data collection tools. By moving the scales to the online environment, it was provided to the members who receive services in sports facilities to answer the questions in the digital environment. The data obtained from the scales were analyzed using IBM SPSS 24.0 package program. In the research; distribution analysis, descriptive analysis and parametric hypothesis tests, independent sample T test and Oneway anova analysis were applied. In order to determine the difference between the groups, Post-hoc (LSD) analysis was performed. In addition, Pearson Correlation analysis was applied to determine the relationship between the Satisfaction Level Scale of Expectations from Sports Centers and the Q-SPORT 14 Scale. In our research, while there was a significant difference between gender, education level, income level and branch variables in the service quality perceptions of the members receiving services in sports facilities, there was no significant difference in age, duration of facility use and frequency of facility use variables. While there was a significant difference between the variables of gender, income level and the branch they benefited from on the Q Sport 14 expectation scale and its sub-dimensions, no significant difference was found in the variables of age, education level, duration of use of the facility and frequency of use of the facility. As a result, it has emerged that the level of satisfaction of service quality perceptions and expectations of members who receive services in sports facilities is measured according to various variables, and these variables cannot fully meet the service quality and expectations of sports center customers.