La calidad del servicio en los clubes de fútbol base de la región de Murciauna aplicación del análisis de importancia-satisfacción

  1. Martínez-Caro, E. 12
  2. Díaz-Suardíaz, A. 3
  1. 1 Concejalía de Deportes. Ayuntamiento de Cartagena
  2. 2 Universidad Politécnica de Cartagena
    info

    Universidad Politécnica de Cartagena

    Cartagena, España

    ROR https://ror.org/02k5kx966

  3. 3 Universidad de Murcia
    info

    Universidad de Murcia

    Murcia, España

    ROR https://ror.org/03p3aeb86

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Zeitschrift:
Sport TK: revista euroamericana de ciencias del deporte

ISSN: 2340-8812,  2254-4070

Datum der Publikation: 2014

Ausgabe: 3

Nummer: 1-2

Seiten: 33-40

Art: Artikel

DOI: 10.6018/221991 DIALNET GOOGLE SCHOLAR lock_openDIGITUM editor

Andere Publikationen in: Sport TK: revista euroamericana de ciencias del deporte

Zusammenfassung

Grassroots football clubs, key in the promotion of sport in school term, like any sport organization, must increase user satisfaction by offering high quality services. This research proposes a quality assessment in order to design an improvement plan which shows evidence of overinvestment resource areas, areas of insufficient resources, and to make a proposal of improvement actions. With this aim, a questionnaire based on the SERVQUAL scale was administered to a sample of 1076 users of grassroots football clubs in the Region of Murcia, including 413 players, 366 parents, 207 coaches and 90 referees. The results indicated that the strengths of grassroots football clubs in the Region of Murcia are mainly in aspects of responsiveness and assurance. The weak points, however, are resources investment in attributes less important to users, related to assurance and empathy.

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Fuente de los datos: Dialnet