Calidad, Satisfacción Y Valor Percibido De Los Usuarios De Un Servicio Deportivo Público

Abstract

O objetivo deste estudo foi avaliar e desenvolver modelos para prever a qualidade, satisfação e valor percebido dos usuários do serviço desportivo. A amostra consistiu de 646 usuários. Cada sujeito preencheu um questionário cujas propriedades psicométricas deu validade. Os resultados obtidos mostraram que a qualidade do serviço desportivo recebido foi boa, tendo os factores técnicos os melhores valores, e as informações que são fornecidas para os usuários o ponto mais fraco. Também positiva foi a avaliação de satisfação e do valor percebido, que dependiam principalmente de um fator intangível, como são as atividades.

Evaluation of Extracurricular Sports Activities as an Educational Element for Sustainable Development in Educational Institutions

“…The results were similar to those obtained by Bernal [52] regarding quality (3.82 ± 0.50), value (4.00 ± 0.95), and satisfaction (4.20 ± 0.72) with a sample of 2118 athletes of all ages and those obtained by Nuviala et al [48] regarding quality (3.80 ± 0.61), value (3.89 ± 0.94), and satisfaction (4.14 ± 0.7) with a sample of 646 users of a public sports service. The dimension of sports instructors, which was included in perceived quality, obtained the highest score from the students in accordance with other surveys and other group types [52][53][54]. It is important to highlight the influence that sports instructors have on satisfaction as an antecedent of loyalty to sports services [44][45][46]55].…”

“…In their study, the beta values of the perceived value were lower than the satisfaction values. However, the subjects of this research were minors, and the perceived value could be related to age [53].…”

“…When examining strategies to increase loyalty, it is also necessary to consider the perception of value and the satisfaction of the athlete. Establishing strategies for the price of activities and implementing strategies by gender are essential in the management of extracurricular activities [48,53] and can improve the loyalty of current users. In the long run, this will generate various social and economic benefits for health and have an impact on social sustainability, since sports and their regular practice contribute to achieving the United Nations Sustainable Development Goals.…”

Quality in Customer Service and Its Relationship with Satisfaction: An Innovation and Competitiveness Tool in Sport and Health Centers

“…It was confirmed that the relationship exists (in all cases, the standardized correlation coefficients are significant at the p < 0.001 level). These results, in the case of the relationship with overall satisfaction, are corroborated by empirical studies conducted by Bisschoff and Lotriet [107], Kyle et al [108], Murray and Howat [94], Shonk and Chelladurai [109], and Nuviala et al [110], which state that a greater level of quality service perception results in greater satisfaction.…”

“…Studies of a quantitative nature corroborate this result. For example, the study carried out by Nuviala et al [110], included the perceived value, with 55.6% of satisfaction explained by their model, in addition to the perceived quality dimensions. On the other hand, the dimensions “activities and sports experts” were the most relevant in the regression equation, with β values of 0.347 and 0.266, respectively, with the “value and material” variables being the least important, with a β value of 0.074.…”