Consumer Satisfaction in the Facilities Where Leisure Activities are Organized in Public Institution: Eskisehir Municipality Sample


2nd International Conference on Lifelong Education and Leadership for All (ICLEL), Liepaja, Latvia, 21 - 23 July 2016, pp.524-532 identifier

  • Publication Type: Conference Paper / Full Text
  • City: Liepaja
  • Country: Latvia
  • Page Numbers: pp.524-532
  • Keywords: Consumer Satisfaction, Leisure Satisfaction, Local Administration, SERVICE QUALITY, CUSTOMER SATISFACTION, PERCEPTIONS, INSTRUMENT, SCALE
  • Anadolu University Affiliated: Yes


Nowadays to determining satisfactory level of recreation consumers with the content of art, health, sportive, cultural and social represents one of the priority issues to be paid attention by local managers. Inasmuch as recreative services that local managements produce should be in the direction of individuals' needs and views who benefit from these kind of services. In this regard, in order to make the managers in local management develop, diversify and evaluate the recreational activities, to determining the consumer satisfaction level presents significance. In this context, in this study it is aimed at to determine the consumer satisfaction level in the facilities where spare time activities in public institution. The population is composed of the individuals who benefits from recreation services with the art, health, sportive and social content during their spare time in the facilities that belong to Eskisehir Metropolitan Municipality. From within the determined population, thanks to convenience sampling method 58 female (% 24.2) and 182 male (% 75,8) in total 240 recreation consumers were chosen. In the study as data collecting tool 'Consumer Satisfaction Scale' that Alexandris and Palialia (1999) developed was used. In order to determine the effects of recreational activities that take place in Municipality facilities on consumer satisfaction; gender, education level, age, occupation and income state differences were examined with t-test and ANOVA analysis. As a consequence of the committed analysis, there are no differences according to gender. The individuals who have primary school level education and are officers have high level satisfaction in dimension of facilities/ services. In comparing the sample group age with the age groups, having high level significant differences in all dimensions that compose consumer satisfaction is remarkable result of the research.