The Effect of Service Quality on the Satisfaction Level: A Case Study in Mersin Province
Yükleniyor...
Dosyalar
Tarih
2020 Aralık
Yazarlar
Dergi Başlığı
Dergi ISSN
Cilt Başlığı
Yayıncı
Selçuk Üniversitesi
Erişim Hakkı
info:eu-repo/semantics/openAccess
Özet
This study seeks to investigate to determine the differentiation situations according to some demographic variables of the
individuals who are engaged in recreational activities in Mersin for a healthy life in an attempt to reveal the effect of the service
quality on the satisfaction level. The sample group of the study was determined via convenience sampling method, and
individuals preferring recreational activities in Mersin were chosen on a voluntary basis. A total of 424 participants, 158 female
(37.3%) and 266 male (62.7%), participated in the study. The questionnaire form was used to collect research data and the scale
of “Service Quality and Customer Satisfaction” consisting of 38 questions developed by Süllüoğlu was used to measure the
service and satisfaction levels of the participants when being engaged in recreational activities (18). In the analysis of the data
obtained in the study, the percentage and frequency were used to determine the distribution of the personal information of the
participants, while the skewness and kurtosis values of the data were checked to determine whether the data showed a normal
distribution. The analysis revealed that the data has a normal distribution. In addition to descriptive statistical models, t-test
and Anova analysis methods were used in the statistical analysis of data (α = 0.05). As a result, significant differences were
found in sub-dimensions regarding the service quality and satisfaction levels of the participants according to variables
including gender, level of welfare, and the frequency of use at the facility.
Açıklama
Anahtar Kelimeler
Service quality, customer satisfaction, recreational activities
Kaynak
Turkish Journal of Sport and Exercise
WoS Q Değeri
Scopus Q Değeri
Cilt
22
Sayı
3
Künye
Er, Y., (2020). The Effect of Service Quality on the Satisfaction Level: A Case Study in Mersin Province. Turkish Journal of Sport and Exercise, 22(3), 473-480.
DOI:10.15314/tsed.745466
