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A STUDY ON PERCEIVED SERVİCE QUALITY AT UNİVERSITY

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Author(s): Berna METE ERGİN | A. Faik İMAMOĞLU | Yasemin ÇAKMAK YILDIZHAN

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

Volume: 5;
Issue: 3;
Start page: 196;
Date: 2011;
Original page

Keywords: Service Quality | SERVQUAL | Sport Facilities.

ABSTRACT
The purpose of this study is to determine the service quality of the sports centers at the universities chosen with regard to the advantages of sports facilities according to the perceptions of the academic and the administrative staff, to find out the effects of personal qualities on the perceived service quality. The population of the study consists of 37578 academic and administrative staff at nine state universities in Turkey chosen with respect to the advantages of their sports facilities in 2009. The questionnaire was published between June 1st and July 30th, and within this period 1520 people took the questionnaire on the Internet. Sampling error was calculated as 0,0246. In the study, as data gathering tools “Perceived Service Quality Scale” which was developed from SERVQUAL service quality scale have been used. According to the results of the study, the prior purpose of the participants in using sports facilities is to “lead a healthy life” and it has been determined that they use these facilities once or twice a week. It has also been determined that physical characteristics factor, one of the factors which affect the perceived service quality, is perceived as the highest service quality factor, which reveals the fact that the present sports facilities have proper physical qualities and efficiency. The avarage points of the perceived service quality is four.
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