Gençlik ve Spor İl Müdürlüğünün sunduğu spor hizmetlerinde hizmet kalitesi: Konya ili örneği
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Tarih
2019
Yazarlar
Dergi Başlığı
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Cilt Başlığı
Yayıncı
Selçuk Üniversitesi Sağlık Bilimleri Enstitüsü
Erişim Hakkı
info:eu-repo/semantics/openAccess
Özet
Bu çalışma, Gençlik ve Spor İl Müdürlüğü bünyesinde spor tesislerini kullanan kulüplerin sporcu ve antrenörleri tarafından algılanan hizmet kalitesini tespit etmek; buna bağlı olarak sporcu ve antrenör memnuniyetinin hangi kalite boyutlarından etkilendiğini, kişisel özellikleri ve algılanan hizmet kalitesi arasındaki ilişkiyi ortaya koymak amacı ile yapılmıştır. Çalışma, Konya Gençlik ve Spor İl Müdürlüğü'nün spor tesislerinden yararlanan 20 kulüp ve 18 farklı branştan toplam 500 antrenör ve sporcu içerisinden gönüllü olarak çalışmaya katılmayı kabul eden 38 antrenör, 362 sporcu ile gerçekleştirilmiştir. Araştırma örneklemi 300 erkek, 100 kadın katılımcıdan (sporcu ve antrenör) oluşmaktadır. Araştırmanın yöntemi nicel araştırma olup, birincil veri toplama tekniği kullanılmıştır. Çalışmada gerekli verileri elde etmek için, katılımcılara "Kişisel Bilgi Formu" ve "Algılanan Hizmet Kalitesi Ölçeği" uygulanmış ve ölçeklerden elde edilen veriler SPSS programı kullanılarak ön ve ileri analizleri yapılmıştır. Verilerin ön analizi olarak tanımlayıcı istatistikler, sayı, yüzde, ortalama ve standart sapma ile betimlenmiştir. Konya'da Gençlik ve Spor İl Müdürlüğü tesislerinde algılanan hizmet kalitesinin cinsiyete, meslek grubuna göre farklılaşma durumunu tespit etmek için t testi, eğitim durumuna, spor branşına, spor tesisinin adına ve spor saha ve tesislerinin kullanım sıklığına göre farklılaşma durumlarını test etmek için ise tek yönlü varyans analizi yapılmıştır. Çalışmada, algılanan hizmet kalitesi üzerine cinsiyetin herhangi bir etkisi belirlenmezken, eğitim durumunun bütün boyutlarda lise eğitimi düzeyine sahip katılımcıların lehine, anlamlı düzeyde farklılık gösterdiği sonucuna ulaşılmıştır. Ayrıca katılımcıların hizmet kalitesi algıları spor tesisi kullanma sıklığına göre tesisi kullanma sıklığı haftada 3 kez ve daha üzeri olanların algıları diğer gruplarda yer alanlara göre daha yüksek olduğu belirlenmiştir. Spor branşı farklılık sonuçlarına bakıldığında algılanan hizmet kalitesi bütün alt boyutlarında halter branşıyla ilgilenenler lehine anlamlı sonuçlar belirlenmiştir. Araştırmanın diğer bir sonucu ise algılanan hizmet kalitesi ile hizmet kalitesinin değerlendirilmesine yönelik tüm maddelerde herhangi bir anlamlı etki belirlenememiştir. Çalışmanın sonunda, tüm sonuçlar yorumlanmış ve konu üzerinde çalışma yapmak isteyen ve Gençlik ve Spor İl Müdürlüğü tesislerini daha aktif kullanılmasını isteyen kulüplere bazı önerilerde bulunulmuştur.
This study aims to identify perceptions of service quality perceived by club athletes and coaches using sports facilities under the Provincial Directorate of Youth and Sports; Therefore, it is aimed to determine the quality dimension of athletes and trainer's satisfaction and to determine the relationship between personal characteristics and perceived quality of service. The study was carried out with 362 athletes who were willing to participate in the study voluntarily from a total of 500 trainers and athletes from 20 clubs and 18 different branches benefiting from sports facilities of Konya Provincial Directorate of Youth and Sports. Research sample consisted of 300 male and 100 female participants (athletes and coaches). The method of the research is quantitative research and the primary data collection technique is used. In order to obtain the necessary data, edil Personal Information Form and "Perceived Service Quality Scale" were applied to the participants and the data obtained from the scales were analyzed by using SPSS program. Descriptive statistics as a preliminary analysis of the data are described by number, percentage, mean and standard deviation. T test in order to determine the differentiation status of the perceived service quality in sports facilities in Konya according to gender and occupational group, One-way analysis of variance was used to test the differentiation status according to the educational status, sports branch, sports facility and frequency of sports field and facilities. In the study, while no effect of gender on perceived service quality was determined, it was concluded the educational status showed a significant difference in favor of participants with high school education in all dimensions. In addition, perceptions of the service quality of the participants were determined higher than the frequency of using the sport facility three times a week and higher perceptions of the participants. When the differences in sports branch were examined, significant results were found in favor of those interested in weightlifting branch in all sub-dimensions of perceived service quality. Another result of the study was that no significant effect couldn't be determined in all items regarding perceived service quality and service quality evaluation. At the end of the study, all results were interpreted and some suggestions were made to the municipalities who wanted to carry out studies on the subject and asked for more active use of the Youth and Sports Provincial Directorate facilities.
This study aims to identify perceptions of service quality perceived by club athletes and coaches using sports facilities under the Provincial Directorate of Youth and Sports; Therefore, it is aimed to determine the quality dimension of athletes and trainer's satisfaction and to determine the relationship between personal characteristics and perceived quality of service. The study was carried out with 362 athletes who were willing to participate in the study voluntarily from a total of 500 trainers and athletes from 20 clubs and 18 different branches benefiting from sports facilities of Konya Provincial Directorate of Youth and Sports. Research sample consisted of 300 male and 100 female participants (athletes and coaches). The method of the research is quantitative research and the primary data collection technique is used. In order to obtain the necessary data, edil Personal Information Form and "Perceived Service Quality Scale" were applied to the participants and the data obtained from the scales were analyzed by using SPSS program. Descriptive statistics as a preliminary analysis of the data are described by number, percentage, mean and standard deviation. T test in order to determine the differentiation status of the perceived service quality in sports facilities in Konya according to gender and occupational group, One-way analysis of variance was used to test the differentiation status according to the educational status, sports branch, sports facility and frequency of sports field and facilities. In the study, while no effect of gender on perceived service quality was determined, it was concluded the educational status showed a significant difference in favor of participants with high school education in all dimensions. In addition, perceptions of the service quality of the participants were determined higher than the frequency of using the sport facility three times a week and higher perceptions of the participants. When the differences in sports branch were examined, significant results were found in favor of those interested in weightlifting branch in all sub-dimensions of perceived service quality. Another result of the study was that no significant effect couldn't be determined in all items regarding perceived service quality and service quality evaluation. At the end of the study, all results were interpreted and some suggestions were made to the municipalities who wanted to carry out studies on the subject and asked for more active use of the Youth and Sports Provincial Directorate facilities.
Açıklama
Anahtar Kelimeler
Gençlik ve Spor Ġl Müdürlüğü, Provincial Directorate of Youth Services and Sports, Hizmet Kalitesi, Quality of Service, Spor Hizmeti, Sport Service
Kaynak
WoS Q Değeri
Scopus Q Değeri
Cilt
Sayı
Künye
Özdemir, A.(2019).Gençlik ve Spor İl Müdürlüğünün sunduğu spor hizmetlerinde hizmet kalitesi: Konya ili örneği.(Yüksek Lisans Tezi).Selçuk Üniversitesi / Sağlık Bilimleri Enstitüsü, Konya.
