Abstract:

This study aims to test the relationship between health and fitness centers’ members’ perceptions of service quality and customer commitment levels. The research group of the study in the Relational Scanning Model consists of a total of 205 (Ortyaş = 27.53± 7.09) members who are members of health and fitness clubs. The participants selected with the easy sampling method have responded to "Service Quality Assessment Scale" (HKDÖ) and "Customer Liability Scale in Sports Enterprises" (SIMBÖ). After testing the basic assumptions of parametric tests, t-test, MANOVA, ANOVA and Pearson correlation statistical methods were used for repeated measurements for data analysis. Repeated tests indicate that the results of the t-test analysis showed a significant difference in all sub-dimensional points of the "HKDÖ". MANOVA analysis results showed that in terms of the main effect of gender variable, the participants' "SIMBÖ"'s "importance-receive" and the "program"'s sub-dimensional points significantly differentiated. Analysis shows that the main effect of the frequency variable of participation in physical activity on the subdimensions of "HCD" and "SIMB" is meaningful. In terms of the main impact of the frequency of participation in physical activity, the participants have achieved the conclusion that the "SIMBO"'s "behavioral intention", "resistance to change", "general satisfaction", "perceived value", "sustainable interest", "receiving importance", "expressing" and "personal" sub-dimensional points of the "HKDÖ" are significantly different. According to the latest Pearson correlation analysis, there is a statistically positive relationship between service quality and customer commitment. As a result, it can be said that there is a positive relationship between members’ service quality and customer commitment levels and there are differences between their members’ expectations and perceptions regarding service quality.

Keywords: