Román Nuviala

Calidad, satisfacción y valor percibido de los usuarios de un servicio deportivo público

The objetive of this study was to evaluate the perceived quality, satisfaction and perceived value of the sports service users. The sample consisted of 646 users. Each user filled in a self-administered questionnaire, which gave their valid psychometric properties to assess the perceived quality, satisfaction and perceived value.The results obtained showed that the quality of service received was good sport, being the technical and service personnel the best values and the information being provided to the weakest users. Also positive was the assessment of satisfaction and perceived value to the user. Both satisfaction and perceived value of the service depends primarily on an intangible factor and activities.

O MOTIVO DO ABANDONO DE UM CENTRO DE ESPORTES ESPANHOL, POR PARTE DOS SEUS USUÁRIOS: SEGMENTAÇÃO

Dropping out any organized sport activity is a socioeconomic problem. Knowing the reasons users quit sport centers and homogenizing these reasons into segments offers a large practical application. These were the goals of the study. The sample included 642 customers who dropped out certain sport center. The tool used was an attrition rate scale in sport centers. Descriptive and clusters analyzes were carried out. Results pointed out economical reasons as the main factor of attrition. Cluster analysis confirmed those conclusions in every segment, showing differences by sex and educational level.

PREVISÃO DE ABANDONO ESPORTIVO NA ADOLESCÊNCIA, ATRAVÉS DO ESTUDO DE QUALIDADE PERCEBIDA

Los motivos del abandono son variados y nosotros pretendemos conocer si se relaciona con la calidad percibida de los servicios deportivos. Encuestamos a un total de 1109 adolescentes. El instrumento utilizado fue EPOD. Los resultados muestran que un 40% de los adolescentes han abandonado la practica deportiva, que la calidad percibida del servicio deportivo es buena, siendo el factor humano el mejor valorado, mientras que los espacios deportivos han obtenido la peor calificacion. Hemos hallado la existencia de relacion entre la valoracion del servicio y la tasa de abandono. Los servicios deportivos peor valorados presentan tasas de abandono mas altas.