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.
quality of this study is to evaluate the expectations and perceptions of the service quality of the customers who use the fitness centers 175 active male120 female55 volunteer plans in the study who are active members of 7 different fitness centers operating in the sakarya province of servqual scale developed by parasuraman et al 1988 adapt to total by butlbül and demirer 2008 and in the form of 7 likert was used as data collection tool as a result of the safety analysis of the scale expectation part of alpha massization of the extension of the 964 is expected to change in the unsubmittention of the masses of the testes of the masses of the unification of a result of a result of the audition of a result of the audition of the audition of a result of the audition of the performance of the change of the change in the mass of the change of the change in the unification of the change of the change in the change of the change of the change of the mass of the change of the change of the change in the masses of the change in the data collection of the change of the mass of the change of the change in the change in the change of the change in the change in the
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