Evaluation and comparison of service quality of recreational fitness centers serving only women and mixed (Ankara province case)

The aim of this study is to evaluate and compare the perceived and expected service quality of mixed (both men and women) and only for women fitness centers in Ankara. In order to evaluate the perceived and expected service quality of the fitness center members participating in the study, the 7-point Likert-type Service Quality Assessment Scale (SQAS) consisting of 4 sub-dimensions and 34 items was used. The mean age of the participants was 29.41 ± 4.78. SPSS 22.0 package program analysis; While descriptive statistics were used in the distribution of participants' demographic data and service quality satisfaction scores, independent t-test and one-way analysis of variance (ANOVA) were used to determine whether demographic data caused a statistically significant difference in service quality satisfaction scores. The confidence interval was 95%. According to the results of the research; The mean difference values of the participants (service quality satisfaction scores) were negative in all dimensions (perceived service quality-expected service quality). It was determined that the service quality satisfaction scores of the members of the fitness centers serving only women were lower than the members of the mixed fitness centers. Female participants had lower personnel satisfaction scores than male participants. Those whose income status is 2000 TL and less consider that the quality of service related to the changing rooms and facilities of sports centers is insufficient compared to those whose income status is 2001-3500 TL and 3501-5000 TL. No significant difference was found in any dimension according to the duration of participation in sports centers. It was determined that the participants who used the sport centers 2-3 times a week and 3 or more found the service quality to be lower in the size of the changing rooms compared to the ones who used these centers 1-2 times a week. Keywords: Fitness centers, recreation, quality of service