Özet:

This study aims to determine the service quality perceptions of individuals who are members of multi-purpose recreational sports facilities and to investigate the relationship between the perceptions and the sub-dimensions of the facility service quality. The sample of the study, consists of a total of 538 individuals, including 208 women and 330 men, who are members of 5 multi-purpose recreational sports centers in Istanbul. As a data collection tool in the study, the Service Quality Assessment Scale developed by Lam, Zhang and Jensen (2005), of which the Turkish validity and reliability study was done by Gürbüz, Kocak and Lam (2005), and scale consisting of questions prepared by the researcher were used. The data obtained were statistically interpreted in the SPSS 24 program. Descriptive analyzes of service quality and its sub-dimensions were analyzed using descriptive statistics test, and service quality and sub-dimension relationships were analyzed using the spearman rho correlation test, since the data did not show normal distribution. The results of the study reveal that individuals who are members of multi-purpose recreational sports facilities are not satisfied with the service quality and sub-dimensions of the facilities, apart from the physical quality. Positive relationships were observed between service quality and its sub-dimensions, and the strongest relationship was observed with personnel, program, and physical facility dimensions. For this reason, it has been observed that in order to increase the service quality of multi-purpose recreational sports facilities, they should also increase their service quality in other dimensions other than the physical facility quality. Since it is observed that the service quality of personnel, program and physical facility has an important place in the perception of total service quality, it is thought that these dimensions should be kept in the foreground.

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