SERVICE QUALITY IN URBAN RECREATION AREAS: SAMPLE OF ANKARA

Abstract

Quality of service is also important in terms of efficiency and quality of offered services in urban recreation areas as in all services. In this research is questioned quality expectations and perceptions of individuals who receive services in the urban recreation areas and is searched which level of their expectations met. It is also questioned whether usage rate and frequency of urban recreation area related of received services by visitors and the identifying features impact on expectation and perception of service quality. In this context, a questionnaire that consists Servqual service quality scale and personal information form; the data obtained from the surveys were evaluated using SPSS 21.0 statistical software package on the computer. As a result, it is determined the visitors perceive highly quality of services in the urbal recreation areas but due to the higher level of their expectations, and it could not meet their expectations. It is found that there are not statistically significant differences in their quality perceptions according to their income and education status; in their service quality expectations in terms of their age, income and education status .