La calidad percibida de los servicios deportivos: diferencias según instalación, género, edad y tipo de usuario en servicios náuticos. (The perception of service quality in sport services: differences according to sport facility, gender, age and user type in nautical services).

Ferran Calabuig Moreno, Ismael Quintanilla Pardo, Javier Mundina Gómez

Resumen


En el ámbito de la gestión deportiva, la calidad de losservicios deportivos y la satisfacción de los usuarios es un área de gran desarrollo. Este trabajo pretende determinar el grado de calidad percibida en unos servicios deportivos de carácter público como son unas escuelas de actividades náuticas. Para ello se analizaron 2375 usuarios de estas escuelas que contestaron un cuestionario sobre calidad de servicio percibida y satisfacción con el servicio recibido. La escala de calidad percibida utilizada determinó diez dimensiones de calidad: las clases, el tiempo libre, el entorno náutico, los horarios, la comida, el material náutico, la comida complementaria, la conserjería, la limpieza y la teoría. Las dimensiones mejor valoradas fueron las clases, el tiempo libre y el material náutico. Las peor valoradas fueron la comida complementaria y el entorno náutico. Se observan diferencias en la valoración en función del género, la edad, la instalación y el nivel de implicación del usuario.

Palabras clave/key words: calidad percibida | gestion del deporte | satisfaccion de los usuarios | servicios deportivos | perceived quality | sports management | consumer satisfaction | sports services

Abstract

The quality of sports services and user satisfaction is a developing area in the field of Sports Management. This paper intends to determine the degree of perceived quality in public sports services such as those provided on nautical schools. An analysis was carried out in which 2,375 users of these schools completed a questionnaire about perceived service quality and satisfaction. The perceived quality scale used determined ten quality dimensions: lessons, spare time, nautical environment, timetables, main meals, nautical equipment, complementary meals, reception services, cleanliness and theory lessons. The dimensions with higher scores were lessons, spare time and nautical equipment. Complementary meals and nautical environment registered the lowest scores. Scoring differences were found according to gender, age, sport facility and the kind of involvement of the user.

doi:10.5232/ricyde2008.01003

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Palabras clave/key words


calidad percibida; gestion del deporte; satisfaccion de los usuarios; servicios deportivos; perceived quality; sports management; consumer satisfaction; sports services

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RICYDE. Revista Internacional de Ciencias del Deporte
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Publisher: Ramón Cantó Alcaraz
ISSN:1885-3137 - Periodicidad Trimestral / Quarterly
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