Asociación entre calidad del servicio deportivo, valor y satisfacción de usuarios en España

Abstract

r e s u m e N Los modelos conceptuales facilitan la gestión de los servicios deportivos que explican, pero los desarrollados en otros países no ofrecen garantías para ser reproducidos correctamente en España. El objetivo del estudio fue comprobar la reproducibilidad del modelo de evaluación de los servicios deportivos propuesto por Murray y Howat (2002), en el contexto de las organizaciones deportivas en España. En una muestra de 2667 usuarios de servicios deportivos españoles, se relacionaron los conceptos calidad, valor percibido y satisfacción, utilizando modelos de ecuaciones estructurales. Los resultados indicaron el papel de la calidad como antecedente del valor percibido y de la satisfacción de los usuarios. No se encontró relación entre el valor y la satisfacción. Este estudio supone un paso hacia el desarrollo de modelos más integrales, para ayudar a los administradores de los servicios deportivos españoles a establecer estrategias que incrementen la satisfacción y fidelidad del usuario. Palabras clave calidad; organizaciones deportivas; satisfacción; valor A b s t r A C tThe conceptual models facilitate the management of sport services that explain. But the models developed in other countries do not offer guarantees to reproduce correctly in Spain. The aim of this study was to test the reproducibility of the assessment model of sport services proposed by Murray and Howat (2002) in the context of sport organizations in Spain. In a sample of 2667 users of sport services in Spain, we have related the concepts of quality, value and satisfaction. We used structural equation modelling. Findings indicated that quality play a role as antecedent of the satisfaction and of the value. We found no relationship between value and satisfaction. This work is a step towards developing more comprehensive models, to assist managers of sport services to devise strategies that increase the satisfaction and user loyalty.

Women and Physical Activity in Fitness Centres. Analysis of Future Intentions and Their Relationship with Age

“…These results coincide with the results obtained in other publications [31,35,[62][63][64]. However, Nuviala et al [47] found no statistical relationship between value and satisfaction using structural equations, and attributed this to the affective nature of satisfaction [64]. The differences between these two studies may be due to contextual differences, since according to Ledden, Kalafatis, and Mathioudakis [65], these play an important role in how functional relationships behave.…”

“…Conversely, lower satisfaction with a service is associated with lower customer loyalty [46]. In the field of sports services, studies by Nuviala et al [47] and Theodorakis et al [31] also show this positive influence of satisfaction.…”

Qualitat en els serveis de turisme actiu d’Extremadura

“…We suggest that the managers are aware that quality is a sine qua non of satisfaction with the service (Alén & Fraiz, 2006) and that managing this quality is the greatest potential growth of their companies (Lloréns & Fuentes, 2000). Along these lines, Nuviala, Grao-Cruces, Fernández-Ozcorta and Nuviala (2015) conclude that quality is a necessary condition of users' perceived value and satisfaction with the sports service. Therefore, the managers in the study may have recognised it as more important to respond to these quality processes, given that satisfactorily managing them may give them an edge over the competition by improving the perception of their sports service in clients' eyes.…”

“…Possiblement els gestors saben que la qualitat és un antecedent en la satisfacció amb el servei (Alén & Fraiz, 2006) i que la seva gestió és el major potencial de creixement de les empreses (Lloréns & Fuentes, 2000). En aquesta línia, Nuviala, Grau-Creuis, Fernández-Ozcorta i Nuviala (2015) conclouen que la qualitat és un antecedent del valor percebut i de la satisfacció dels usuaris amb el servei esportiu. Per tant, els gerents de l'estudi podrien haver reconegut com més important donar resposta a aquests processos de qualitat, ja que la seva gestió satisfactòria podria donar-los un avantatge competitiu enfront de la competència, millorant la percepció del seu servei esportiu enfront del client.…”

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“…www.efsupit.ro 1317 subjective and different to objective or real quality (Zeithaml, 1988). Various studies support the opinion that perceived quality is positively associated to perceived value, being this a precedent of it (Calabuig, Prado-Gascó, Crespo, Núñez-Pomar and Añó, 2015;Chen and Dubinsky, 2003;Nuviala, Grao-Cruces, Fernández-Ozcorta and Nuviala, 2015). In the same way, the reviewed literature shows that perceived value can be a good predictor of the satisfaction of the client.…”