RT Journal Article
T1 Quality in customer service and its relationship with satisfaction: an innovation and competitiveness tool in sport and health centers
A1 Álvarez García, José
A1 González Vázquez, Encarnación
A1 Del Rio Rama, María de la Cruz
A1 Durán Sánchez, Amador
K1 5311 Organización y Dirección de Empresas
K1 5311.05 Marketing (Comercialización)
K1 5311.09 Organización de la Producción
AB The objective of this research was to analyze the influence of the dimensions that enable the rating of service quality perceived by users of sport and health centers in the satisfaction they experience from the service received. In order to present the working hypothesis, a bibliographic review on the concept and dimensions of perceived service quality was carried out, as well as its relationship with satisfaction. The rating scale sports organizations (EPOD) was used as a measurement instrument. The application of a regression analysis was used to test the hypotheses. As a prior step, the measurement scales were validated and an exploratory factor analysis was applied to determine the structure of the variables considered. The regression models proposed show the joint influence of the dimensions used by the users to rate perceived service quality in their satisfaction. The results enabled us to observe that the dimensions considered in the model explained 75.7% of satisfaction, with the facilities and material, together with communication and activities, having the most significant influence on satisfaction. Meanwhile, dimensions that had less impact were the monitor and the staff. It is clear that there is a strong correlation between perceived quality and satisfaction with service.
PB International Journal of Environmental Research and Public Health
SN 16604601
YR 2019
FD 2019-10-16
LK http://hdl.handle.net/11093/2052
UL http://hdl.handle.net/11093/2052
LA eng
NO International Journal of Environmental Research and Public Health, 16(20): 3942 (2019)
DS Investigo
RD 16-sep-2024