Publication: Uso del modelo EFQM como contraste del nivel de gestión de la calidad en los servicios deportivos municipales
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Date
2017
Authors
Martínez-Moreno, A. ; Díaz Suárez, Arturo
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Publisher
Murcia: Servicio de Publicaciones de la Universidad de Murcia
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Description
Abstract
Las nuevas demandas de los usuarios han presionado al sector deportivo a emprender profundas remodelaciones en sus estructuras, siendo primordial la calidad en el servicio. En este estudio, se evalúa a través del Modelo Europeo de Excelencia el nivel de calidad de diez ayuntamientos de la Región de Murcia con menos de 10.000 habitantes. La muestra formada por 66 trabajadores, 41 hombres (62.1%) y 25 mujeres (37.9%). Validez de constructos análisis factorial confirmatorio, fiabilidad Alfa de Cronbach (.098), nivel de significación de p = .05. El perfil de los servicios deportivos permite conocer sus puntos fuertes: resultados clave 97 puntos (64.4%) sobre 150 del modelo y sus puntos débiles: alianzas y recursos 45 puntos (50.3%) de los 90 máximo del modelo. Globalmente consiguen 580 puntos (57.1%) de los 1000 que se pueden alcanzar, por lo que su nivel de calidad, según el modelo, es aceptable.
ABSTRACT: The new demands of the users have pressed to the sports sector to undertake deep remodelings in his structures, being basic the quality in the service. In this study, it is evaluated, through the European Model of Excellence, the quality level of ten town halls of the Region of Murcia, with less than 10.000 inhabitants. The sample was formed by 66 workers, 41 men (62.1 %) and 25 women (37.9 %). The statistical techniques used were construct validity, confirmatory factorial analysis, reliability by Cronbach's alpha (.098), level of significance of p = .05. The profile of the sports services allows to know their strong points: key results 97 points (64.4 %) out of 150 of the model and their weak points: alliances and resources 45 points (50.3 %) out of 90 maximum of the model. Globally they obtained 580 points (57.1 %) out of the 1000 that could be reached, therefore their level of quality, according to the model, is acceptable.
ABSTRACT: The new demands of the users have pressed to the sports sector to undertake deep remodelings in his structures, being basic the quality in the service. In this study, it is evaluated, through the European Model of Excellence, the quality level of ten town halls of the Region of Murcia, with less than 10.000 inhabitants. The sample was formed by 66 workers, 41 men (62.1 %) and 25 women (37.9 %). The statistical techniques used were construct validity, confirmatory factorial analysis, reliability by Cronbach's alpha (.098), level of significance of p = .05. The profile of the sports services allows to know their strong points: key results 97 points (64.4 %) out of 150 of the model and their weak points: alliances and resources 45 points (50.3 %) out of 90 maximum of the model. Globally they obtained 580 points (57.1 %) out of the 1000 that could be reached, therefore their level of quality, according to the model, is acceptable.
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