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CUSTOMER SATISFACTION AND LOYALTY IN SPORT CENTERS

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Author(s): Hakan KATIRCI | Mine OYMAN

Journal: Beden Egitimi ve Spor Bilimleri Dergisi
ISSN 1307-6477

Volume: 5;
Issue: 2;
Date: 2011;
Original page

Keywords: Service Quality | Customer Satisfaction | Sport Center

ABSTRACT
Meeting the demands of customer satisfaction is the one of the important tasks facing sport managers today. Researches have shown that satisfaction is a multi-dimensional concept. The aim of this study was to develop and standardize a scale for fitness centers which is measuring service quality and customer satisfaction, based on a sample of Turk population. Research was applied based on a sample of two hundred (N= 109) individuals, who were members of seven fitness centers in Eski┼čehir, Turkey. The results supported the multidimensionality of the concept of customer satisfaction and revealed the existence of five factors: atmosphere/access, communication, hygiene, cleanliness, facilities and personal.
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