Abstract:

The aim of this study is to evaluate the expectations and perceptions of the service quality of the customers who use the fitness centers. 175 active (male=120, female=55) volunteers participated in the study who are the active members of 7 different fitness centers operating in the Sakarya province. The SERVQUAL scale, developed by Parasuraman et al.  (1988), adapted to Turkish by Bülbül and Demirer (2008) and prepared in the form of 7 likert, was used as data collection tool. As a result of the reliability analysis of the scale, expectation part alpha coefficient ,94; the alpha coefficient of the perception part is 0, 964 and the alpha coefficient of the ,94 scales in total is ,96. As a result of the analysis made in the research, it was seen that the data set did not show normal distribution. Nonparametric Kruskal Wallis and Mann Whitney U tests were used in the analyzes. In the study, the expected service and perceived service quality analyzed in terms of some variables such as gender, income level, the usage frequency of facility, education level. Expected service and perceived quality dimensions has been found significant differences in all variables.  In addition, the perceived service and expected service quality values ​​differed significantly (p<,05) and the expected service scores were found to be higher than the perceived service scores.

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