Publication: Yerel yönetimlerde rekreasyon hizmeti sunanların iş doyum düzeyleri ve hizmeti alanların memnuniyet düzeylerinin belirlenmesi
Abstract
Çalışmanın amacı; yerel yönetimlerin sunduğu rekreatif hizmetlerin etkinliği ile hizmeti sunanların iş doyum düzeylerinin arasındaki ilişkiden; yani hizmetin onu verenden ayrılmayışı ilkesinden hareketle, yerel yönetimlerde hizmet sunan personelin iş doyum düzeylerinin tespit edilmesidir. Çalışmanın bir diğer amacı da, müşteri memnuniyeti ile organizasyonun sürdürülebilirliği arasındaki ilişkiden hareketle yerel yönetimlerde rekreasyon hizmetleri alanların bu hizmetlerden memnuniyet derecelerinin belirlenmesidir. Bu amaçlar doğrultusunda bir yerel yönetim organizasyonu olan ve toplumsal sorumlulukla sportif rekreasyon hizmeti sunan Spor A.Ş’ de, eğitmenlerin iş doyum düzeyleri ile bu hizmeti alanların memnuniyet düzeyleri belirlenmiştir. Çalışma, Kuramsal (Literatür) ve Uygulama (Anket) bölümü olmak üzere 2 ayrı bölümden oluşmaktadır. Literatür bölümü ana başlığı altında “Serbest zaman ve rekreasyonkavramı”, “Müşteri memnuniyeti”, “İş doyumu”, alt başlıklarından oluşmaktadır. Uygulama kısmında ise; 91 sportif rekreasyon eğitmenine Minnesota İş Doyum Ölçeğive 538 katılımcıya 5’i demografik soru olmak üzere toplam 25 soruluk bir anket uygulanmıştır. Anketlerin geçerlilik ve güvenirlilik analizleri yapılmıştır. Araştırma sonucunda eğitmenlerin kendi kararlarını uygulayabilme serbestlikleri ve kişilere ne yapacaklarını söyleme şanslarının olması açısından işlerinden ve tesislerinin sportif rekreasyon hizmetlerinden faydalanan müşterilerin de büyük bir çoğunluğunun kendilerine sunulan hizmetlerden oldukça memnun oldukları görülmektedir. Anahtar sözcükler: Hizmet, İş Doyumu, Müşteri Memnuniyeti, Rekreasyon, Yerel Yönetim
DETERMINATION OF THE LEVELS OF JOB SATISFACTION OF RECREATION SERVICE PROVIDERS OF LOCAL GOVERNMENT AND LEVELS OF SATISFACTION OF PEOPLE WHO GET SERVICE The aim of this study is tofix the level of job satisfaction of the personel working for local government considering the relationship between the efficiency of recreative services which is given by local government and the job satisfaction of service providers, which means following the principle of service not to be seperated from whom is given by. Following the relationship between customer satisfaction and maintainability of organization, another purpose of the study is to determine the levels of customer satisfaction who are taken the recreation services of local government. For these purposes, in Spor A.Ş which is a local government organization and serving sportive recreation services with social responsibility, the job satisfaction levels of educators and the customer satisfaction levels of people who are getting these services are determined. This study consists of two parts; theoretical part and application (questionnairre) part. Under the title of General Description, theoretical part consists of “leisure time and the concept of recreation”, “customer satisfaction” and “job satisfaction”. Application part consists of a questionnaire and a scale. The questionnaire has 25 questions including 5 demographic questions which is applied to 538 participants. The scale is called Minnesota Job Satisfaction Scaleand it is applied to 91 sportive recreation educators. The validity and reliability of the questionnaires were analyzed. As a result of this research,it has been seen that educators are satisfied about degrees of freedom to practice their own decisions and having chances to say people what to do and here with also most of the customers who are benefited from the sportive recreation services of the facility are widely satisfied about services. Customer Satisfaction, Job Satisfaction, Local Government, Recreation,Service
DETERMINATION OF THE LEVELS OF JOB SATISFACTION OF RECREATION SERVICE PROVIDERS OF LOCAL GOVERNMENT AND LEVELS OF SATISFACTION OF PEOPLE WHO GET SERVICE The aim of this study is tofix the level of job satisfaction of the personel working for local government considering the relationship between the efficiency of recreative services which is given by local government and the job satisfaction of service providers, which means following the principle of service not to be seperated from whom is given by. Following the relationship between customer satisfaction and maintainability of organization, another purpose of the study is to determine the levels of customer satisfaction who are taken the recreation services of local government. For these purposes, in Spor A.Ş which is a local government organization and serving sportive recreation services with social responsibility, the job satisfaction levels of educators and the customer satisfaction levels of people who are getting these services are determined. This study consists of two parts; theoretical part and application (questionnairre) part. Under the title of General Description, theoretical part consists of “leisure time and the concept of recreation”, “customer satisfaction” and “job satisfaction”. Application part consists of a questionnaire and a scale. The questionnaire has 25 questions including 5 demographic questions which is applied to 538 participants. The scale is called Minnesota Job Satisfaction Scaleand it is applied to 91 sportive recreation educators. The validity and reliability of the questionnaires were analyzed. As a result of this research,it has been seen that educators are satisfied about degrees of freedom to practice their own decisions and having chances to say people what to do and here with also most of the customers who are benefited from the sportive recreation services of the facility are widely satisfied about services. Customer Satisfaction, Job Satisfaction, Local Government, Recreation,Service