La satisfacción global del cliente y sus componentes en servicios deportivos municipales. Un análisis discriminante
- Burillo, Pablo
- Sánchez Fernández, Patricio
- Dorado Dorado, Alberto
- Gallardo Guerrero, Leonor
ISSN: 2340-7425
Ano de publicación: 2012
Número: 2
Páxinas: 16-33
Tipo: Artigo
Outras publicacións en: Journal of Sports Economics & Management
Resumo
Customer satisfaction is the basis of any organization. This study aims to examine in-depth the level of satisfaction of local sports service customers through an assessment of their perceptions. We analyse the relationship between the global satisfaction of customers with the perception of global quality of these local sports services, using a discriminant analysis. Cleanliness and instructor/coach attention are the variables with the highest discriminatory power. Organizations should have one key element constantly in mind: knowing how to evaluate the opinion of the customers of the sport service.
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