SPOR İŞLETMELERİNDE ALGILANAN HİZMET KALİTESİ: BİR ALAN ARAŞTIRMASI
PERCEIVED SERVICE QUALITY IN SPORTS BUSINESSES: A FIELD STUDY

Summary/Abstract: This study determines the perceived service quality of consumers at eight private sports and fitness facilities in Artvin. Out of a total population of 644 users, data were collected from 306 participants via questionnaires. While the original service quality model has six dimensions, this study utilized a fourdimensional structure after excluding items incompatible with the factor analysis. Mann-Whitney U and Kruskal-Wallis H tests revealed significant differences in service quality perceptions based on age, gender, education, and employment status; however, no significant difference was found regarding the duration of service usage. Furthermore, correlation analysis showed that age and education are positively related to outcome quality, while the duration of service usage correlates positively with physical environment quality.

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