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

Año de publicación: 2012

Número: 2

Páginas: 16-33

Tipo: Artículo

Otras publicaciones en: Journal of Sports Economics & Management

Resumen

La satisfacción del cliente es la base para cualquier organización. Este estudio examina en profundidad el nivel de satisfacción de los usuarios de servicios deportivos municipales a través de una evaluación de sus percepciones. Se analiza la relación entre la satisfacción global de clientes con la percepción de la calidad global de los servicios deportivos locales, mediante un análisis discriminante. La limpieza y la atención del instructor/entrenador son las variables con mayor poder de discriminación de la satisfacción. Si bien, las organizaciones deben conocer siempre un elemento clave: saber cómo valorar la opinión de los usuarios respecto del servicio deportivo.

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