Investigation of service quality and human resources strategies in university sports facilities (Cukurova University Sports Facilities Example)

The sports sector, which is gaining more and more importance in today's world; They offer services and products in many areas, especially in the health of people, education, socialization and meeting recreational needs. The most important places where these services and products are offered are sports facilities. Service quality and human resources strategies are important in the effective and efficient management of sports facilities. The purpose of this research is to examine the service quality and human resources strategies with the Cukurova University swimming pool sample. In this context; service quality of the swimming pool; users were evaluated by members, staff and managers, and human resources strategies were evaluated by staff and pool managers. The study was designed in qualitative research method and phenomenology pattern. The data of the research; It was collected from 16 people, including 10 swimming pool members, 4 staff and 2 pool managers, by means of individual interview technique and semi-structured interview form. Content analysis was used in the analysis of qualitative data. According to the findings of the research, opinions of swimming pool members on service quality; the hygiene of the pool, the behaviour of the staff, their quality and equipment; They stated that they found the communication with the managers positive, that the changing rooms and cleaning of the pool were lacking and that the personnel were not numerically sufficient. The opinions of the staff and managers are in parallel with the members; It shows that the perceived service quality of the pool, especially the pool hygiene and the communication and interaction of the staff with the customers, are important. In the perception of service quality of the managers, the hygiene of the pool was among the most important factors determining the quality. Staff, as human resources strategies; They expressed negative opinions on team development, strategic training activities, social support issues by the senior management and giving their personal rights. In addition, the personnel stated that they received social support from among themselves and from the administrators, that they approached the education dimension positively, and that they were satisfied with their colleagues and the environment. Managers, on the other hand, evaluated human resources practices positively. As a result, members, staff and managers are the determinants of pool service quality; It can be stated that they care about the physical characteristics of the pool, personnel behaviours, equipment, communication and interactions, and that they are satisfied with team development, strategic training, perceived social support and working environment as human resources strategies. Keywords: Sports Facilities, Swimming Pool, University, Service Quality, Human Resources Strategies