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Determination of the service quality among sport and fitness centers of the selected universities

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2006
Aslan, Murat
Purpose of this study was to determine the service quality among sport and fitness centers of universities. Participants of the study constituted of 484 (194 female, and 290 male) person who are student, academic and administrative staff attending to sport and fitness centers of seven universities in Ankara. The mean age of the participants was 22.45 ± 5.14. The SQAS-T (The Turkish Version of the Service Quality Assessment Scale) was used as instrument. In the statistical analysis, descriptive statistics was used to identify participants’ demographic profiles and to investigate distribution of mean of the participants’ difference scores (service quality satisfaction scores). Inferential Statistics (MANOVA: Multivariate Analysis of Variance test) was used to investigate if there was any significant difference in the service quality satisfaction scores of the participants according to their demographic profiles. Finally, the Pearson Product-Moment Correlation Coefficient test was used to investigate if any relationship existed between the age and service quality satisfaction scores of the participants. Results indicated that service quality among the sport and fitness centers of the universities did not fulfill their users’ expectations. However, according to mean of total difference scores it was seen this dissatisfaction level was not so huge. Results also indicated that participants’ demographic profiles did not show any significance difference in the service quality satisfaction scores. In addition, there was no strong relationship observed between the age and service quality satisfaction scores of the participants.