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SATISFACCIÓN Y VALOR PERCIBIDO EN UN SERVICIO DEPORTIVO PÚBLICO: UNA PROPUESTA DE ANÁLISIS Y ACCIONES DE GESTIÓN

Satisfaction and perceived value in a public sports service: a proposal of analysis and management actions

Journal Name:

  • Journal of Sports Economics & Management

Publication Year:

  • 2014

Key Words:

Keywords (Original Language):

Author NameUniversity of Author
Abstract (2. Language): 
In sports management, satisfaction and perceived value have been extensively studied in order to adopt effective improvement plans. In this paper, we analyze the satisfaction and perceived value of users of the sports facilities of a town in the metropolitan area of Valencia with a population of 70,000. For this, 578 questionnaires were answered by people doing physical activity in any of the five municipally owned facilities. Satisfaction divided into five dimensions (customer service, general aspects, locker rooms, sports area and coaches), and perceived value, have been analyzed in this work. The results show high satisfaction with coaches, and positive but modest results in the other dimensions of satisfaction, in addition to the perceived value. This paper is a proposal for analyzing several dimensions of service that affect the perception of customer satisfaction and their perceived value as a basis for identifying specific actions for improvement.
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Abstract (Original Language): 
En la gestión deportiva, los conceptos de satisfacción y valor percibido han sido ampliamente estudiados, ya que posibilitan la adopción de planes de mejora eficaces. Este trabajo pretende analizar la satisfacción y el valor percibido de los usuarios de las instalaciones deportivas municipales de una localidad del entorno metropolitano de Valencia con una población de 70.000 habitantes. Para ello, se obtuvieron 578 cuestionarios, que fueron contestados por personas que realizaban actividad física en alguna de las cinco instalaciones de titularidad municipal. La satisfacción, dividida en cinco dimensiones (servicio de atención al cliente, aspectos generales, vestuarios, zona deportiva y monitores), y el valor percibido, han sido analizados en este trabajo. Los resultados muestran una elevada satisfacción con monitores, y resultados positivos pero más modestos en el resto de dimensiones de satisfacción, además del valor percibido. El trabajo constituye una propuesta de análisis de diversas dimensiones del servicio que afectan a la percepción de satisfacción de los clientes, y de su valor percibido, como base para la determinación de acciones concretas de mejora.
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  • Spanish

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