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ALIŞVERİŞ MERKEZLERİNDE TİCARİ REKREASYON VE HİZMET KALİTESİ

THE COMMERCIAL RECREATION AND SERVICE QUALITY IN MALLS

Journal Name:

  • Pamukkale Spor Bilimleri Dergisi

Publication Year:

  • 2013

Key Words:

Keywords (Original Language):

Author NameUniversity of AuthorFaculty of Author
Abstract (2. Language): 
In this study was aimed determine to opinions and differences of customer attending intended for service quality (staff characteristics, program features and environmental and equipment) of recreational activities within the mall. The scale named "The Recreational Service Quality" developed by Ceylan et al., (2010) has been made use of in order to collect data. The universe of the research is formed by mall consumers. It has been addressed to a total of 460 mall costumers; 268 male (58%) and 192 female (42%) selected among the population through simple sampling method. In order to determine the service quality of recreational activities within the mall, t-test and ANOVA analysis were applied to the data obtained about gender, educational background, age, occupation and income level of the study subjects. The results of the study determine that the mall customers evaluate the recreational activities differently depending on their gender, age, educational background, occupation and income level.
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Abstract (Original Language): 
Bu araştırmanın amacı, AVM'ler içerisindeki rekreatif etkinliklerin tüketicilerin algıladıkları hizmet kalitesine (personel özellikleri, program özellikleri ve çevre ve ekipman) etkisini belirlemektir. Verilerin toplanması amacıyla Ceylan ve ark., (2010) tarafından geliştirilen "Rekreatif Organizasyonların Hizmet Kalitesi" adlı ölçekten yararlanılmıştır. Araştırmanın evrenini AVM tüketicileri oluşturmaktadır. Belirlenen evrenin içerisinden kolay örnekleme yöntemi ile seçilen (%58) 268 erkek, (%42) 192kadın olmak üzere toplam 460 AVM tüketicisi seçilmiştir. AVM içerisindeki rekreatif etkinliklerin müşterilerin algıladıkları hizmet kalitesine etkisini belirlemek için örneklem grubunun cinsiyet, eğitim düzeyi, yaş, meslek ve gelir durumu bakımından farklılıkları t-testi ve ANOVA analizi ile incelenmiştir. Yapılan analiz sonucu, cinsiyet, eğitim düzeyi, yaş, meslek ve hane gelir düzeyine göre AVM tüketicilerinin rekreatif etkinliklerin hizmet kalitesini farklı değerlendirdikleri saptanmıştır.
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  • Turkish

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