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Spor Kompleksi Üyelerinin Memnuniyetini Etkileyen Faktörlerin Belirlenmesi: Bullseye Athletics Örneği

Yıl 2023, Cilt: 12 Sayı: 2, 144 - 162, 29.09.2023
https://doi.org/10.53306/klujfeas.1245029

Öz

Endüstri toplumuna geçiş, değişen ve dönüşen yaşam tarzları ve günümüzde teknolojik imkanların erişilebilirliğinin artması gibi temel nedenler, bireylerin günlük görevlerini daha az hareket ederek tamamlayabilmesine olanak sağlamaktadır. Bireylerin daha az hareket ederek görevlerini yerine getirebilmesinin yanında hızlı yemek kültürünü de benimsemesi hem dünyada hem de ülkemizde her geçen gün daha önemli bir sorun haline gelen obeziteye sebep olmaktadır. Obezite ile karşı karşıya kalan bireyler ise gündelik rutinlerine hareketliliği dahil etmedikleri için, genellikle, fitness salonları başta olmak üzere sağlıklı yaşam ve spor merkezlerinin “müşterisi” olmayı tercih etmektedir. Birer hizmet işletmesi olarak spor kompleksleri ise kilo vermek, sağlıklı olmak, güzel bir görünüme sahip olmak veya sosyalleşmek gibi çok çeşitli motivasyona sahip üyelerinin memnuniyetini her geçen gün daha fazla önemsemeye başlamaktadır. Bu çalışma kapsamında ekipman niteliği, antrenör niteliği, yönetimin hizmet kalitesi vaadine bağlılığı, diğer üyelerle etkileşim ve tamamlayıcı hizmetlerin fitness merkezi üyelerinin memnuniyet düzeyleri üzerindeki etkisinin belirlenmesi amaçlanmaktadır. Balıkesir Bandırma’da faaliyet gösteren bir fitness merkezinin 436 üyesinden anket yoluyla toplanan veriler, kısmi en küçük kareler yapısal eşitlik modellemesi kullanılarak SmartPLS programı yardımıyla analiz edilmiştir. Yapılan yol analizi sonuçlarına göre, ekipman niteliği, antrenör niteliği, yönetimin hizmet kalitesi vaadine bağlılığı ve tamamlayıcı hizmetlerin fitness merkezi üyelerinin memnuniyet düzeyleri üzerinde anlamlı bir etkisinin olmadığı ve yalnızca diğer üyelerle etkileşim değişkeninin üyelerin memnuniyeti üzerinde anlamlı bir etkisi olduğu sonucuna ulaşılmıştır.

Kaynakça

  • Afthinos, Y., Theodorakis, N. D., & Nassis, P. (2005). Customers’ expectations of service in Greek fitness centers: Gender, age, type of sport center, and motivation differences. Managing Service Quality: An International Journal, 15(3), 245-258.
  • Alexandris, K., & Palialia, E. (1999). Measuring customer satisfaction in fitness centres in Greece: an exploratory study. Managing Leisure, 4(4), 218-228.
  • Anderson, J. C. and Gerbing, D. W. (1988), Structural Equation Modelling In Practice: A Review And Recommended Two-Step Approach, Psychological Bulletin, 103, 411-423.
  • Andreasson, J., & Johansson, T. (2014). The Fitness Revolution. Historical Transformations in the Global Gym and Fitness Culture. Sport Science Review, XXIII(3-4), 91 – 112.
  • Bagozzi, R. P., & Yi, Y. (1988). On the Evaluation of Structural Equation Models. Journal of the Academy of Marketing Science, 16(1), 74-94.
  • Bandyopadhyay, N. (2018). Whether Service Quality Determinants and Customer Satisfaction Influence Loyalty: A Study of Fitness Services. International Journal of Business Excellence, 15(4), 520-535.
  • Bourı̇nı̇, I. F., & Bourı̇nı̇, F. A. R. (2016). Using SEM-PLS and Fuzzy Logic to Determine the Influence of Uncertainty Avoidance and Accreditation Cost on Strategic Intention. Electronic Journal of Applied Statistical Analysis, 9(3), 454-468.
  • Brady, M. K., & Cronin Jr, J. J. (2001). Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach. Journal of marketing, 65(3), 34-49.
  • Castillo-Rodriguez, A., Onetti-Onetti, W., & Chinchilla-Minguet, J. L. (2019). Perceived Quality In Sports Centers In Southern Spain: A Case Study. Sustainability, 11(14), 3983.
  • Chang, K., & Chelladurai, P. (2003). System-Based Quality Dimensions In Fitness Services: Development Of The Scale Of Quality. The Service Indsutries Journal, 23(5), 65-83.
  • Choi, J. P. (2001). The Influence of Service Quality On Customer Satisfaction And Repurchase İntentions At Fitness Clubs İn South Korea (Dissertation). The University of New Mexico, Albuquerque.
  • Çalışkan, M. Y. & Erdoğdu, M. (2022). Spor Merkezlerinden Hizmet Alan Üyelerin Hizmet Kalitesi Algılarının ve Beklentilerinin Karşılanma Düzeyinin İncelenmesi. Türk Spor Bilimleri Dergisi, 5(1), 49-63.
  • Dias, C., Ferreira, A., Romão Pereira, A., & Fonseca, A. M. (2019). Examining The Relationship Between Perceived Service Quality, Satisfaction, and Renewal İntention İn Portuguese Fitness Centers. Revista de Psicología del Deporte, 28(2), 49-58.
  • Dürr, F. (2008). Faktoren der Mitgliederzufriedenheit im Sportverein (Dissertation). Universität Heidelberg, Heidelberg.
  • Ecevit, M. Z., & Akturan, U. (2017). Perakendeciler ve Tüketiciler Açisindan Perakendeci Markalar: Kavramsal Bir Çerçeve. Kırklareli Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, 6(5), 160-171.
  • Fornell, C. & Larcker, D. F. (1981). Structural Equation Models with Unobservable Variables and Measurement Error: Algebra and Statistics.
  • Gocłowska, S., & Piątkowska, M. (2017). Service Satisfaction and Sport Consumption İn The Fitness Center İn Warsaw. European Journal of Service Management, 22, 31-37.
  • Grove, S. J., & Fisk, R. P. (1997). The Impact of Other Customers On Service Exchange: A Critical Incident Examination Of ‘Getting Along’. Journal of Retailing, 73(1), 63–85.
  • Grönroos, C. (1984). A Service Quality Model and Its Marketing İmplications. European Journal of Marketing, 18(4), 36-44.
  • Gummesson, E. (1987). The New Marketing—Developing Long Term İnteractive Relationships. Long Range Planning, 20(4),10–20.
  • Gummesson, E., 1999. Total Relationship Marketing. Oxford: Butterworth-Heinemann.
  • Güdül, N. (2008). Fitness Salonlarına Giden Bireylerin Beklentileri (Yayımlanmamış Yüksek Lisans Tezi). Afyon Kocatepe Üniversitesi, Sağlık Bilimleri Enstitüsü, Beden Eğitimi ve Spor Anabilim Dalı, Afyon.
  • Hair Jr, J. F., Hult, G. T. M., Ringle, C. M. & Sarstedt, M. (2021). A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM). Sage Publications.
  • Hair, J. F., Ringle, C. M., & Sarstedt, M. (2013), Partial Least Squares Structural Equation Modeling: Rigorous Applications, Better Results and Higher Acceptance, Long Range Planning, 46(1-2), 1-12.
  • Hair, J.F., Black, W.C., Babin, B.J., Anderson, R.E. and Tatham, R.L. (2009), Multivariate Data Analysis, Pearson.
  • Henseler, J., Ringle, C.M. and Sinkovics, R.R. (2009), The Use of Partial Least Squares Path Modeling in International Marketing, New Challenges to International Marketing, Emerald Group Publishing.
  • Howat, G., Absher, J., Crilley, G., & Milne, I. (1996). Measuring Customer Service Quality In Sports And Leisure Centres. Managing Leisure, 1(2), 77-89.
  • Hsueh, Y. S., & Su, J. M. (2013). The Relationship Among Service Quality And Satisfaction Of Customers İn Fitness Centers Located in Southern Taiwan. Life Science Journal, 10(4), 2613-2618.
  • Kim, H. J., & Han, S. L. (2013). The Effect Of Sports Centers' Service Guarantee On Service Quality, Service Value, Customer Satisfaction And Customer Loyalty. Journal of Digital Convergence, 11(9), 127-138.
  • Kim, H. J., Tavitiyaman, P., & Kim, W. G. (2009). The Effect Of Management Commitment to Service On Employee Service Behaviors: The Mediating Role Of Job Satisfaction. Journal of Hospitality & Tourism Research, 33(3), 369-390.
  • Ko, Y. J., & Pastore, D. L. (2005). A Hierarchial Model of Service Quality for the Recreational Sport Industry. Sport Marketing Quarterly, 14(2), 84-97.
  • Lam, E. T., Zhang, J. J., & Jensen, B. E. (2005). Service Quality Assessment Scale (SQAS): An Instrument for Evaluating Service Quality of Health-Fitness Clubs. Measurement in physical education and exercise science, 9(2), 79-111.
  • Laurila, F. (2018). Customer Satisfaction With The Solo Sokos Hotel Torni’s Sauna and Gym Facilities And The Development İdeas (Bachelor’s Thesis). Haaga-Helia University of Applied Sciences, Helsinki.
  • Lavie, C. J., McAuley, P. A., Church, T. S., Milani, R. V., & Blair, S. N. (2014). Obesity and Cardiovascular Diseases: Implications Regarding Fitness, Fatness, And Severity İn The Obesity Paradox. Journal of the American College of Cardiology, 63(14), 1345-1354.
  • Maguire, J. S. (2002). Body Lessons: Fitness Publishing And The Cultural Production Of The Fitness Consumer. International Review for the Sociology of Sport, 37(3-4), 449-464.
  • Memiş, U. A., & Ekenci, G. (2007). Spor Merkezlerinde Müşterî Memnuniyeti (Ankara İli Örneği). Gazi Beden Eğitimi ve Spor Bilimleri Dergisi, 12(1), 33-48.
  • Mudie, P., & Cottam, A. (2010). Management and Marketing Of Services. Routledge.
  • Nagel, S. (2006). Mitgliederbindung in Sportvereinen-Ein Akteurtheoretisches Analysemodell/Commitment of Members in Sport Clubs-A Model Based on the General Theory of Action. Sport und Gesellschaft, 3(1), 33-56.
  • Oppenheim, A.N. (1992), Questionnaire Design, Interviewing and Attitude Measurement, Continuum, London.
  • Paoli, A., & Bianco, A. (2015). What Is Fitness Training? Definitions and Implications: A Systematic Review Article. Iran J Public Health, 44(5), 602-614.
  • Papadimitriou, D. A., & Karteroliotis, K. (2000). The Service Quality Expectations İn Private Sport And Fitness Centers: A Re-Examination Of The Factor Structure. Sport Marketing Quarterly, 9(3), 157-164.
  • Parasuraman, A., Zeithaml, V. A., & Berry, L. (1988). SERVQUAL: A Multiple-İtem Scale For Measuring Consumer Perceptions Of Service Quality. 1988, 64(1), 12-40.
  • Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A Conceptual Model Of Service Quality and Its İmplications For Future Research. Journal of marketing, 49(4), 41-50.
  • Ringle, C. M., Wende, S. & Becker, J. M. (2015), SmartPLS 3, Bönningstedt: SmartPLS. Retrieved Ocak 11, 2023, from http://www.smartpls.com.
  • Roth, K. (2007) Mitarbeiterzufriedenheit im Sportverein Einflussfaktoren aus der Perspektive Ehrenamtlicher Vereinsmitarbeiter (Magisterarbeit). Universität Heidelberg, Heidelberg.
  • Saraç, Y. (2018). Kamuya Ait Spor İşletmelerinden Hizmet Alan Bireylerin Memnuniyetini Etkileyen Faktörlerin İncelenmesi (Beylikdüzü Belediyesi örneği) (Yayımlanmamış Yüksek Lisans Tezi). İstanbul Gelişim Üniversitesi Sosyal Bilimler Enstitüsü, İşletme Anabilim Dalı, İstanbul.
  • Sevilmiş, A. (2015). Hizmet Odaklı Spor İşletmelerinde Dış Müşteri Memnuniyetini Etkileyen Faktörlerin Belirlenmesi (Yayımlanmamış Yüksek Lisans Tezi). Selçuk Üniversitesi, Sağlık Bilimleri Enstitüsü, Spor Yöneticiliği Anabilim Dalı, Konya.
  • Shostack, G. L. (1977). Breaking Free From Product Marketing. Journal of marketing, 41(2), 73-80.
  • Statista, (23 Eylül, 2021). Total Number Of Health And Fitness Clubs Worldwide 2009 to 2019. Retrieved Ocak 14, 2023, from Statista Resmî Web Sitesi: https://www.statista.com/statistics/275056/total-number-of-health-clubs-worldwide/
  • Suwono, L. V., & Sihombing, S. O. (2016). Factors Affecting Customer Loyalty Of Fitness Centers: An Empirical Study. JDM (Jurnal Dinamika Manajemen), 7(1), 45-55.
  • Thamnopoulos, Y., Tzetzis, G., & Laios, S. (2012). The İmpact Of Service Quality And Satisfaction On Customers’ Future İntentions, İn The Sport Spectators’ Context. The Sport Journal, 15(1), 1-14.
  • Uçan, Y. (2007). Spor-Fitness Merkezlerinin Algılanan Hizmet Kalitesi Ölçeğinin Geliştirilmesi (Yayımlanmamış Doktora Tezi). Abant İzzet Baysal Üniversitesi, Sosyal Bilimler Enstitüsü, Spor Yöneticiliği Anabilim Dalı, Bolu.
  • Vieira, E. R. M., & Ferreira, J. J. (2018). Strategic Framework Of Fitness Clubs Based On Quality Dimensions: The Blue Ocean Strategy Approach. Total Quality Management & Business Excellence, 29(13-14), 1648-1667.
  • Wong, K. K. K. (2013). Partial Least Squares Structural Equation Modeling (PLS-SEM) Techniques Using SmartPLS. Marketing Bulletin, 24(1), 1-32.
  • World Health Organization, (2017). Obesity. Retrieved Ocak 14, 2023, from World Health Organization Resmî Web Sitesi: https://www.who.int/health-topics/obesity
  • Yildiz, K., Polat, E., & Güzel, P. (2018). A Study Investigating the Perceived Service Quality Levels of Sport Center Members: A Kano Model Perspective. Journal of Education and Training Studies, 6(4), 177-188.
  • Zeithaml, V.A., Parasuraman, A., & Berry, L. (1994) Reassessment of Expectations as a Comparison Standart in Measuring Service Quality: Implications for Further Research. Journal of Marketing, 58(1), 111-124.

Determining the Factors Affecting the Satisfaction of Sports Complex Members: A Case Study on Bullseye Athletics

Yıl 2023, Cilt: 12 Sayı: 2, 144 - 162, 29.09.2023
https://doi.org/10.53306/klujfeas.1245029

Öz

Major reasons such as the transition from the hunter-gatherer to the industrial society, changing and transforming lifestyles and the increasing accessibility of technological opportunities allow individuals to complete their daily tasks with less mobility. In addition to the fact that individuals can fulfill their duties with less energy, the adoption of fast-food culture causes obesity, which is becoming an increasingly important problem all over the world. Individuals facing obesity often prefer to be "customers" of healthy living and sports centers, especially fitness centers, as they do not include mobility in their daily routines. As a service business, fitness centers are starting to care more and more about the satisfaction of their members who have a wide variety of motivations such as losing weight, being healthy, having a beautiful appearance or socializing. The purpose of this study is to determine the impact of equipment qualification, trainer qualification, management commitment to service quality, interaction with others, and complementary services on fitness center member satisfaction levels. The data collected from 436 members of a fitness center serving in Balıkesir, Bandirma was analyzed employing the SmartPLS using the partial least squares structural equity modeling. According to the results of the path analysis, it was concluded that equipment qualificaiton, trainer qualificaiton, management commitment to service quality, and complementary services do not have significant effect on satisfaction levels of the fitness center members, and interaction with others had a significant effect on the satisfaction.

Kaynakça

  • Afthinos, Y., Theodorakis, N. D., & Nassis, P. (2005). Customers’ expectations of service in Greek fitness centers: Gender, age, type of sport center, and motivation differences. Managing Service Quality: An International Journal, 15(3), 245-258.
  • Alexandris, K., & Palialia, E. (1999). Measuring customer satisfaction in fitness centres in Greece: an exploratory study. Managing Leisure, 4(4), 218-228.
  • Anderson, J. C. and Gerbing, D. W. (1988), Structural Equation Modelling In Practice: A Review And Recommended Two-Step Approach, Psychological Bulletin, 103, 411-423.
  • Andreasson, J., & Johansson, T. (2014). The Fitness Revolution. Historical Transformations in the Global Gym and Fitness Culture. Sport Science Review, XXIII(3-4), 91 – 112.
  • Bagozzi, R. P., & Yi, Y. (1988). On the Evaluation of Structural Equation Models. Journal of the Academy of Marketing Science, 16(1), 74-94.
  • Bandyopadhyay, N. (2018). Whether Service Quality Determinants and Customer Satisfaction Influence Loyalty: A Study of Fitness Services. International Journal of Business Excellence, 15(4), 520-535.
  • Bourı̇nı̇, I. F., & Bourı̇nı̇, F. A. R. (2016). Using SEM-PLS and Fuzzy Logic to Determine the Influence of Uncertainty Avoidance and Accreditation Cost on Strategic Intention. Electronic Journal of Applied Statistical Analysis, 9(3), 454-468.
  • Brady, M. K., & Cronin Jr, J. J. (2001). Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach. Journal of marketing, 65(3), 34-49.
  • Castillo-Rodriguez, A., Onetti-Onetti, W., & Chinchilla-Minguet, J. L. (2019). Perceived Quality In Sports Centers In Southern Spain: A Case Study. Sustainability, 11(14), 3983.
  • Chang, K., & Chelladurai, P. (2003). System-Based Quality Dimensions In Fitness Services: Development Of The Scale Of Quality. The Service Indsutries Journal, 23(5), 65-83.
  • Choi, J. P. (2001). The Influence of Service Quality On Customer Satisfaction And Repurchase İntentions At Fitness Clubs İn South Korea (Dissertation). The University of New Mexico, Albuquerque.
  • Çalışkan, M. Y. & Erdoğdu, M. (2022). Spor Merkezlerinden Hizmet Alan Üyelerin Hizmet Kalitesi Algılarının ve Beklentilerinin Karşılanma Düzeyinin İncelenmesi. Türk Spor Bilimleri Dergisi, 5(1), 49-63.
  • Dias, C., Ferreira, A., Romão Pereira, A., & Fonseca, A. M. (2019). Examining The Relationship Between Perceived Service Quality, Satisfaction, and Renewal İntention İn Portuguese Fitness Centers. Revista de Psicología del Deporte, 28(2), 49-58.
  • Dürr, F. (2008). Faktoren der Mitgliederzufriedenheit im Sportverein (Dissertation). Universität Heidelberg, Heidelberg.
  • Ecevit, M. Z., & Akturan, U. (2017). Perakendeciler ve Tüketiciler Açisindan Perakendeci Markalar: Kavramsal Bir Çerçeve. Kırklareli Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, 6(5), 160-171.
  • Fornell, C. & Larcker, D. F. (1981). Structural Equation Models with Unobservable Variables and Measurement Error: Algebra and Statistics.
  • Gocłowska, S., & Piątkowska, M. (2017). Service Satisfaction and Sport Consumption İn The Fitness Center İn Warsaw. European Journal of Service Management, 22, 31-37.
  • Grove, S. J., & Fisk, R. P. (1997). The Impact of Other Customers On Service Exchange: A Critical Incident Examination Of ‘Getting Along’. Journal of Retailing, 73(1), 63–85.
  • Grönroos, C. (1984). A Service Quality Model and Its Marketing İmplications. European Journal of Marketing, 18(4), 36-44.
  • Gummesson, E. (1987). The New Marketing—Developing Long Term İnteractive Relationships. Long Range Planning, 20(4),10–20.
  • Gummesson, E., 1999. Total Relationship Marketing. Oxford: Butterworth-Heinemann.
  • Güdül, N. (2008). Fitness Salonlarına Giden Bireylerin Beklentileri (Yayımlanmamış Yüksek Lisans Tezi). Afyon Kocatepe Üniversitesi, Sağlık Bilimleri Enstitüsü, Beden Eğitimi ve Spor Anabilim Dalı, Afyon.
  • Hair Jr, J. F., Hult, G. T. M., Ringle, C. M. & Sarstedt, M. (2021). A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM). Sage Publications.
  • Hair, J. F., Ringle, C. M., & Sarstedt, M. (2013), Partial Least Squares Structural Equation Modeling: Rigorous Applications, Better Results and Higher Acceptance, Long Range Planning, 46(1-2), 1-12.
  • Hair, J.F., Black, W.C., Babin, B.J., Anderson, R.E. and Tatham, R.L. (2009), Multivariate Data Analysis, Pearson.
  • Henseler, J., Ringle, C.M. and Sinkovics, R.R. (2009), The Use of Partial Least Squares Path Modeling in International Marketing, New Challenges to International Marketing, Emerald Group Publishing.
  • Howat, G., Absher, J., Crilley, G., & Milne, I. (1996). Measuring Customer Service Quality In Sports And Leisure Centres. Managing Leisure, 1(2), 77-89.
  • Hsueh, Y. S., & Su, J. M. (2013). The Relationship Among Service Quality And Satisfaction Of Customers İn Fitness Centers Located in Southern Taiwan. Life Science Journal, 10(4), 2613-2618.
  • Kim, H. J., & Han, S. L. (2013). The Effect Of Sports Centers' Service Guarantee On Service Quality, Service Value, Customer Satisfaction And Customer Loyalty. Journal of Digital Convergence, 11(9), 127-138.
  • Kim, H. J., Tavitiyaman, P., & Kim, W. G. (2009). The Effect Of Management Commitment to Service On Employee Service Behaviors: The Mediating Role Of Job Satisfaction. Journal of Hospitality & Tourism Research, 33(3), 369-390.
  • Ko, Y. J., & Pastore, D. L. (2005). A Hierarchial Model of Service Quality for the Recreational Sport Industry. Sport Marketing Quarterly, 14(2), 84-97.
  • Lam, E. T., Zhang, J. J., & Jensen, B. E. (2005). Service Quality Assessment Scale (SQAS): An Instrument for Evaluating Service Quality of Health-Fitness Clubs. Measurement in physical education and exercise science, 9(2), 79-111.
  • Laurila, F. (2018). Customer Satisfaction With The Solo Sokos Hotel Torni’s Sauna and Gym Facilities And The Development İdeas (Bachelor’s Thesis). Haaga-Helia University of Applied Sciences, Helsinki.
  • Lavie, C. J., McAuley, P. A., Church, T. S., Milani, R. V., & Blair, S. N. (2014). Obesity and Cardiovascular Diseases: Implications Regarding Fitness, Fatness, And Severity İn The Obesity Paradox. Journal of the American College of Cardiology, 63(14), 1345-1354.
  • Maguire, J. S. (2002). Body Lessons: Fitness Publishing And The Cultural Production Of The Fitness Consumer. International Review for the Sociology of Sport, 37(3-4), 449-464.
  • Memiş, U. A., & Ekenci, G. (2007). Spor Merkezlerinde Müşterî Memnuniyeti (Ankara İli Örneği). Gazi Beden Eğitimi ve Spor Bilimleri Dergisi, 12(1), 33-48.
  • Mudie, P., & Cottam, A. (2010). Management and Marketing Of Services. Routledge.
  • Nagel, S. (2006). Mitgliederbindung in Sportvereinen-Ein Akteurtheoretisches Analysemodell/Commitment of Members in Sport Clubs-A Model Based on the General Theory of Action. Sport und Gesellschaft, 3(1), 33-56.
  • Oppenheim, A.N. (1992), Questionnaire Design, Interviewing and Attitude Measurement, Continuum, London.
  • Paoli, A., & Bianco, A. (2015). What Is Fitness Training? Definitions and Implications: A Systematic Review Article. Iran J Public Health, 44(5), 602-614.
  • Papadimitriou, D. A., & Karteroliotis, K. (2000). The Service Quality Expectations İn Private Sport And Fitness Centers: A Re-Examination Of The Factor Structure. Sport Marketing Quarterly, 9(3), 157-164.
  • Parasuraman, A., Zeithaml, V. A., & Berry, L. (1988). SERVQUAL: A Multiple-İtem Scale For Measuring Consumer Perceptions Of Service Quality. 1988, 64(1), 12-40.
  • Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A Conceptual Model Of Service Quality and Its İmplications For Future Research. Journal of marketing, 49(4), 41-50.
  • Ringle, C. M., Wende, S. & Becker, J. M. (2015), SmartPLS 3, Bönningstedt: SmartPLS. Retrieved Ocak 11, 2023, from http://www.smartpls.com.
  • Roth, K. (2007) Mitarbeiterzufriedenheit im Sportverein Einflussfaktoren aus der Perspektive Ehrenamtlicher Vereinsmitarbeiter (Magisterarbeit). Universität Heidelberg, Heidelberg.
  • Saraç, Y. (2018). Kamuya Ait Spor İşletmelerinden Hizmet Alan Bireylerin Memnuniyetini Etkileyen Faktörlerin İncelenmesi (Beylikdüzü Belediyesi örneği) (Yayımlanmamış Yüksek Lisans Tezi). İstanbul Gelişim Üniversitesi Sosyal Bilimler Enstitüsü, İşletme Anabilim Dalı, İstanbul.
  • Sevilmiş, A. (2015). Hizmet Odaklı Spor İşletmelerinde Dış Müşteri Memnuniyetini Etkileyen Faktörlerin Belirlenmesi (Yayımlanmamış Yüksek Lisans Tezi). Selçuk Üniversitesi, Sağlık Bilimleri Enstitüsü, Spor Yöneticiliği Anabilim Dalı, Konya.
  • Shostack, G. L. (1977). Breaking Free From Product Marketing. Journal of marketing, 41(2), 73-80.
  • Statista, (23 Eylül, 2021). Total Number Of Health And Fitness Clubs Worldwide 2009 to 2019. Retrieved Ocak 14, 2023, from Statista Resmî Web Sitesi: https://www.statista.com/statistics/275056/total-number-of-health-clubs-worldwide/
  • Suwono, L. V., & Sihombing, S. O. (2016). Factors Affecting Customer Loyalty Of Fitness Centers: An Empirical Study. JDM (Jurnal Dinamika Manajemen), 7(1), 45-55.
  • Thamnopoulos, Y., Tzetzis, G., & Laios, S. (2012). The İmpact Of Service Quality And Satisfaction On Customers’ Future İntentions, İn The Sport Spectators’ Context. The Sport Journal, 15(1), 1-14.
  • Uçan, Y. (2007). Spor-Fitness Merkezlerinin Algılanan Hizmet Kalitesi Ölçeğinin Geliştirilmesi (Yayımlanmamış Doktora Tezi). Abant İzzet Baysal Üniversitesi, Sosyal Bilimler Enstitüsü, Spor Yöneticiliği Anabilim Dalı, Bolu.
  • Vieira, E. R. M., & Ferreira, J. J. (2018). Strategic Framework Of Fitness Clubs Based On Quality Dimensions: The Blue Ocean Strategy Approach. Total Quality Management & Business Excellence, 29(13-14), 1648-1667.
  • Wong, K. K. K. (2013). Partial Least Squares Structural Equation Modeling (PLS-SEM) Techniques Using SmartPLS. Marketing Bulletin, 24(1), 1-32.
  • World Health Organization, (2017). Obesity. Retrieved Ocak 14, 2023, from World Health Organization Resmî Web Sitesi: https://www.who.int/health-topics/obesity
  • Yildiz, K., Polat, E., & Güzel, P. (2018). A Study Investigating the Perceived Service Quality Levels of Sport Center Members: A Kano Model Perspective. Journal of Education and Training Studies, 6(4), 177-188.
  • Zeithaml, V.A., Parasuraman, A., & Berry, L. (1994) Reassessment of Expectations as a Comparison Standart in Measuring Service Quality: Implications for Further Research. Journal of Marketing, 58(1), 111-124.
Toplam 57 adet kaynakça vardır.

Ayrıntılar

Birincil Dil İngilizce
Konular Müşteri İlişkileri Yönetimi
Bölüm Makaleler
Yazarlar

Burak Yaprak 0000-0001-9831-0813

Yayımlanma Tarihi 29 Eylül 2023
Yayımlandığı Sayı Yıl 2023 Cilt: 12 Sayı: 2

Kaynak Göster

APA Yaprak, B. (2023). Determining the Factors Affecting the Satisfaction of Sports Complex Members: A Case Study on Bullseye Athletics. Kırklareli Üniversitesi İktisadi Ve İdari Bilimler Fakültesi Dergisi, 12(2), 144-162. https://doi.org/10.53306/klujfeas.1245029