Investigation of Service Quality Perceived by Fitness Center Consumers

Abstract

Aim: This research aims to examine the service quality perceived by fitness center consumers. Methods: This research, which has a descriptive nature, was carried out according to the survey model. The sample of study consists of 332 people who go to fitness centers in Trabzon. The "Personal Information Form" created by the researchers and the "Sports-Fitness Centers Service Quality Scale" developed by Uçan (2007) were used as data collection tools in the research. The dependent variable of the research is the perceived service quality, and the independent variables are gender, education level and income level. The findings obtained as a result of the data collection process were transferred to the computer environment, and descriptive statistics (frequency, arithmetic mean, standard deviation), t-test and single-factor analysis of variance (One-Way ANOVA) test were used in the analysis and interpretation of the data. Results: As a result of the analyses made, it was determined that the service quality perceived by the fitness center consumers included in the research differed significantly according to gender, education level and income level. Conclusion: Fitness centers appear as businesses that provide services to people both in terms of physical appearance and health. The fact that fitness centers undertake these missions paves the way for the participants to form a sense of belonging to these centers. Therefore, facility managers working in these businesses should strive to meet the demands necessary to ensure the continuity of people, taking into account the intense competitive environment. Based on the findings, although the perceived service quality of the participants is above the average level, it is recommended that public and private businesses that provide sports services regularly apply surveys to their customers that measure the service quality level of the business and take managerial measures by determining their thoughts. Keywords: Fitness Center, Service Quality, Fitness Center Consumers