La satisfacción global del cliente y sus componentes en servicios deportivos municipales. Un análisis discriminante

  1. Burillo, Pablo
  2. Sánchez Fernández, Patricio
  3. Dorado Dorado, Alberto
  4. Gallardo Guerrero, Leonor
Revista:
Journal of Sports Economics & Management

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.

Referencias bibliográficas

  • Afthinos, Y., Theodorakis N.D. & Nassis, P. (2005). Customers’ expectations of service in Greek fitness centers. Managing Service Quality, 15(3), 245-258.
  • Alexandris, K., Dimitriadis, N. & Markata, D. (2002). Can perceptions of service quality predict behavioural intentions? An exploratory study in the hotel sector in Greece. Managing Service Quality, 12(14), 224-231.
  • Alexandris, K. & Palialia, E. (1999). Measuring customer satisfaction in fitness centres in Greece: An exploratory study. Managing Leisure, 4, 218-228.
  • Alexandris, K. & Stodolska, M. (2004). The influence of perceived constraints on the attitudes towards recreational sport participation. Leisure & Society, 27, 197-217.
  • Alexandris, K., Zahariadis, P., Tsorbatzoudis C. & Grouios, G. (2004). An empirical investigation of the relationships among service quality, customer satisfaction and psychological commitment in a health club context. European Sport Management Quarterly, 4(1), 36-52.
  • Babin, B.J. & Griffin, M. (1998). The nature of satisfaction: an updated examination and analysis. Journal of Business Research, 41(2), 127-136.
  • Barton, G.R., Sach, T.H., Doherty, M., Avery, A.J., Jenkinson, C. & Muir, K.R. (2008). An assessment of the discriminative ability of the EQ-5D index, SF-6D, and EQ VAS, using sociodemographic factors and clinical conditions. The European Journal of Health Economics, 9(3), 237-249.
  • Bodet, G. (2006), Investigating customer satisfaction in a health club context by an application of the tetraclass model, European Sport Management Quarterly, 6(2), 149-165.
  • Brady, M. K. & Robertson, C. J. (2001). Searching for a consensus on the antecedent role of service quality and satisfaction: An exploratory cross-national study. Journal of Business Research, 51(1), 53-60.
  • Burillo, P., Barajas, Á., Gallardo, L. & García-Tascón, M. (2011). The influence of economic factors in urban sports facility planning: a study on Spanish regions, European Planning Studies, 19(10), 1755-1773.
  • Calabuig, F., Burillo, P., Crespo, J., Mundina, J.J. & Gallardo, L. (2010) Satisfacción, calidad y valor percibido en espectadores de eventos deportivos. Revista Internacional de Medicina y Ciencias de la Actividad Física y del Deporte, 10(40), 577-597.
  • Chelladurai, P. & Chang, K. (2000). Targets and standards of quality in sport services. Sport Management Review, 3(1), 1-22.
  • Chen, C.K., Yu, C.H. & Chang, H.C. (2005a). An empirical analysis of customer-oriented service activities in the Taiwanese public sector. Total Quality Management & Business Excellence, 16(7), 887-901.
  • Chen, C.K., Yu, C.H. & Chang, H.C. (2005b). ERA Model: An Organizational Change Model to Fill up the Performance Gaps in Public Service System. Paper presented at the International Conference of Pacific Rim Management, San Diego.
  • Edvardsson, B. (2005). Service quality: beyond cognitive assessment. Managing Service Quality, 15(2), 127-131.
  • Fornell, C., Johnson, M.D., Anderson, E.W., Cha, J. & Bryant, B.E. (1996). The American customer satisfaction index: Nature, purpose, and findings. Journal of Marketing, 60(4), 7-18.
  • Gallardo, L., García-Tascón, M. & Burillo, P. (2008) New sports management software: a needs analysis by a panel of Spanish experts. International Journal of Information Management, 8(4), 235-245.
  • Giese, J.L. & Cote, J.A. (1999). Defining Consumer Satisfaction. Academy of Marketing Science Review, 1, 2-34.
  • Hightower, R., Brady, M.K. & Baker, T.L. (2002). Investigating the role of the physical environment in hedonic service consumption: An exploratory study of sporting events. Journal of Business Research, 55(9), 697-707.
  • Homburg, C., Koschate, N. & Hoyer, W., D. (2005). Do Satisfied Customers Really Pay More? A Study of the Relationship between Customer Satisfaction and Willingness to Pay. Journal of Marketing, 69, 84-96.
  • Howat, G., Crilley, G., Mikilewicz, S., Edgecombe, S., March, H., Murray D. et al. (2002). Trends in Service Quality, Customer Satisfaction and Behavioral Intentions of Australian Aquatic Centre Customers, 1999-2001. Annals of Leisure Research, 5, 51-64.
  • Jiang, Y. & Wang, C.L. (2006). The impact of affect on service quality and satisfaction: the moderation of service contexts. Journal of Services Marketing, 20(4), 211-218.
  • Johnson, J.W. & Gustavson, E. (2000). Linking employee perceptions of service climate to customer satisfaction, Personnel Pschology, 49, 831-851.
  • Kang, G. & James, J. (2004). Service quality dimensions: an examination of Grönroos’s service quality model. Managing Service Quality, 14(4), 266-277.
  • Kim, C. & Kim, S.Y. (1998). Segmentation of sport center members in Seoul based on attitudes toward service quality. Journal of Sport Management, 12, 273-287.
  • Kim, D. & Kim, S. (1995). QUESC: An Instrument for Assessing the Service Quality of Sport Centres in Korea. Journal of Sport Management, 9, 208-220.
  • Lee, Y. K., Park, K. H., Park, D. H., Ah Lee, K. & Kwon, Y. J. (2005). The Relative Impact of Service Quality on Service Value, Customer Satisfaction, and Customer Loyalty in Korean Family Restaurant Context. International Journal of Hospitality & Tourism Administration, 6(1), 27-51.
  • Lentell, R. (2000). Untangling the tangibles: Physical evidence and customer satisfaction in local authority leisure centres. Managing Leisure, 2, 1-16.
  • Li, S. & Lin, B. (2006). Accessing information sharing and information quality in supply chain management. Decision Support Systems, 42(3), 1641-1656.
  • Martínez-Tur, V., Peiró, J.M. & Ramos, J. (2001). Living service structural complexity to customer satisfaction. The moderating role of type of ownership. International Journal of Service Industry Management, 3(12), 295-306.
  • Mullin, B.J., Hardy, S. & Sutton, W.A. (2000). Sport marketing (2nd ed.). Champaign, IL: Human Kinetics Publishers.
  • Murray, D. & Howat, G. (2002). The relationships among service quality, value, satisfaction, and future intentions of customers at an Australian Sports and Leisure Centre. Sport Management Review, 5(1), 25-43.
  • Nuviala, A., Salinero, J.J., García, M., Gallardo, L. & Burillo, P. (2010). Satisfacción con los técnicos deportivos en la edad escolar. Revista de Psicodidáctica, 15(1), 121-135.
  • Oliver, R.L. (1999). Whence Consumer Loyalty? Journal of Marketing, 63, 33-44.
  • Rodríguez, G. & Barriopedro, M.I. (2003). Niveles de satisfacción en usuario de piscinas cubiertas con la profundización del vaso utilizado. Revista de Psicología del Deporte, 12(2), 147-164.
  • Schoefer, K. & Ennew, C. (2005). The impact of perceived justice on consumers' emotional responses to service complaint experiences. Journal of Services Marketing, 19(5), 261-270.
  • Shonk, D.J. & Chelladurai, P. (2008). Service Quality, Satisfaction, and Intent to Return in Event Sport Tourism. Journal of Sport Management, 22(5), 587-602.
  • Simon, E., Schwarz, M., Roos, J., Dragano, N., Geraedts, M., Siegrist, J., et al. (2008). Evaluation of quality of life and description of the sociodemographic state in adolescent and young adult patients with phenylketonuria (PKU). Health & Quality of Life Outcomes, 6(1), 25.
  • Spreng, R.A. & Mackoy, R.D. (1996). An empirical examination of a model of perceived service quality and satisfaction. Journal of Retailing, 72(2), 201-214.
  • Taylor, W.A. & Wright, G.H. (2006). The contribution of measurement and information infrastructure to TQM success. Omega, 34(4), 372-384.
  • Vassiliadis, C., Siomkos, G. & Mylonakis, J. (2006). Sporting and recreational services demand constraints in ski centres: a segmentation research study based on the annual frequency of arrivals. International Journal of Sport Management and Marketing 1(4), 411-428.
  • Westbrook, R.A. & Oliver, R.L. (1991). The dimensionality of consumption emotion patterns and consumer satisfaction. Journal Consumer Research, 18, 84-91.
  • White, C. & Yu, Y.T. (2005). Satisfaction emotions and consumer behavioral intentions. Journal of Services Marketing, 19(6), 411-420.