Belediye spor tesislerinden yararlanan müşterilerin hizmet kalite algıları üzerine bir araştırma
Date
2021-10-18
Authors
Korkmaz, Deniz
Utlu, Nilay
Journal Title
Journal ISSN
Volume Title
Publisher
Bursa Uludağ Üniversitesi
Abstract
Günümüzde belediyeler, yerel olarak halka spor hizmeti sunmada önemli bir aktör haline gelmiştir. Bu çerçevede yapılan araştırmanın amacı, Bursa Büyükşehir Belediyesine ait spor tesislerinde hizmet kalitesinin, kullanıcılar açısından nasıl algılandığının belirlenmesidir. Çalışma, nicel araştırma yöntemlerinden tarama modeliyle gerçekleştirilmiştir. Araştırmanın örneklemini, Bursa Büyükşehir Belediyesi’ne ait spor tesislerini kullanan 404 kişi oluşturmaktadır. Araştırmaya dair veriler, Hizmet Kalitesi Değerlendirme Ölçeği ile toplanmıştır. Verilerin analizi, SPSS 25.0 programı ile yapılmıştır. Normallik testi sonucuna göre, non-parametrik testlerden Mann Whitney-U testi ve Kruskal Wallis-H testi uygun olanları kullanılmıştır. Araştırma sonucunda, Bursa Büyükşehir Belediyesi’ne ait spor tesislerinde sunulan hizmet kalitesine ilişkin kullanıcıların algıları, fiziksel tesis yönünden mükemmel olup; kano branşının diğer branşlara göre hizmet kalitesi algısında en yüksek ortalamalara sahip olduğu bulunmuştur.
Today, municipalities have become an important actor in providing sports services to the local public. The purpose of this thesis study conducted within this framework is to determine how the service quality is perceived in terms of users in the sports facilities of Bursa Metropolitan Municipality. The study was carried out by scanning model, one of the quantitative research methods. The sample of the study consists of 404 people using the sports facilities of Bursa Metropolitan Municipality. Data about the study were collected using the Service Quality Assessment Scale. The analysis of the data was made with the SPSS 25.0 program, and the data on demographic variables were analyzed according to frequency analysis. According to the results of the normality test, among the non-parametric tests, the Mann Whitney-U test and the Kruskal Wallis-H test were used. As a result of research, user perceptions of service quality in the Bursa Metropolitan Municipality sports facilities, in terms of physical facilities is excellent; the branch of the other branches according to the canoe in the perception of service quality, it was found that had the highest averages.
Today, municipalities have become an important actor in providing sports services to the local public. The purpose of this thesis study conducted within this framework is to determine how the service quality is perceived in terms of users in the sports facilities of Bursa Metropolitan Municipality. The study was carried out by scanning model, one of the quantitative research methods. The sample of the study consists of 404 people using the sports facilities of Bursa Metropolitan Municipality. Data about the study were collected using the Service Quality Assessment Scale. The analysis of the data was made with the SPSS 25.0 program, and the data on demographic variables were analyzed according to frequency analysis. According to the results of the normality test, among the non-parametric tests, the Mann Whitney-U test and the Kruskal Wallis-H test were used. As a result of research, user perceptions of service quality in the Bursa Metropolitan Municipality sports facilities, in terms of physical facilities is excellent; the branch of the other branches according to the canoe in the perception of service quality, it was found that had the highest averages.
Description
Keywords
Belediye spor tesisleri, Hizmet kalitesi, Algılanan hizmet, Municipal sports facilities, Service quality, Perceived service
Citation
Korkmaz, D. ve Utlu, N. (2021). "Belediye spor tesislerinden yararlanan müşterilerin hizmet kalite algıları üzerine bir araştırma". Bursa Uludağ Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, 40(2), 39-55.