Abstract:

The purpose of this research is to examine the customer satisfaction in sport centers. The population of this research is the customers who still attend public or private sport centers, which include at least three of swimming pool, basketball, voleyball, tennis courts and carpet court, squash, fitness, aerobic, step rooms and sauna, in Ankara. Randomly selected 460 customers participated in this research. A questionnaire was used to collect the data. To examine the data frequency, percentage, mean, standard deviation and t-test scores were analysed. Items in some independent variables. were made selectable more than once. These items were evaluated differently from others. The results of the research showed that the customers of the private sport centers were more satisfied with the physical environment and service quality of the facilities, while the customers of the public sport centers were more satisfied with their personal development (physical development, being informed about the sports they perform and becoming more social people). Females were more satisfied with the physical environment and service quality of the facilities than males. The half of the participants noted that they would complain about the situation and wait for the results if there was an unsatisfactory situation with the facilities, programs, staff or instructors. The participants also noted their major purpose of being a member of a sport center to be fit, healthy and to avoid stress, respectively. In addition, easy transportation and the reasonable fee were the reasons why the customers selected their sport centers. The customers expected their sport centers to be hygienic,of good quality, peaceful, air conditioned and well behaved staf

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