Publication: Satisfacción de clientes externos. Estudio de caso de una piscina cubierta
Authors
Sánchez García, Cristina ; González Carcelén, Carmen María ; López Sánchez, Guillermo Felipe ; Díaz Suárez, Arturo
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Publisher
Universidad de Murcia
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Description
Abstract
Actualmente, las actividades acuáticas están en auge al ser muy
demandadas por la población y los usuarios deportivos. El objetivo de este
trabajo fue llevar a cabo un estudio de caso, valorando la satisfacción de
los usuarios de la piscina municipal de Puente Tocinos (Región de Murcia).
Para ello, se contó con una muestra compuesta por 44 usuarios (28 mujeres
y 16 hombres), con una media de edad de 27,73 años (DT 14,5) y un rango
de edad de 14 a 64 años. Todos los participantes cumplimentaron el “Cuestionario
de valoración de servicios deportivos (EPOD2)”. Los datos obtenidos
se analizaron con el programa informático SPSS 23. Los resultados
mostraron una alta satisfacción general, sin diferencias signiicativas según
sexo y edad. Los valores más altos de satisfacción se dieron en las dimensiones:
monitores, actividades ofertadas, relación entre el personal de la instalación,
y calidad vinculada al precio. Los valores más bajos correspondieron
a la limpieza y amplitud de los vestuarios de la instalación. Se recomienda
trabajar en la ampliación de espacios y limpieza de estos.
Palabras clave: natación, calidad percibida, instalaciones acuáticas, gestión
deportiva.
ABSTRACT: Nowadays, aquatic activities are very important because they are very demanded by the population and sport users. he aim of this study was to carry out a case study, assessing the satisfaction of the users of the public swimming pool of Puente Tocinos (Region of Murcia). For this purpose, the sample was composed of 44 users (28 females and 16 males), with a mean age of 27.73 years (SD 14.5), ranging from 14 to 64 years. All participants completed the “Sports Services Assessment Questionnaire (EPOD2)”. he data obtained were analyzed using SPSS 23 software. he results showed a high overall satisfaction, without signiicant diferences according to sex and age. he highest values of satisfaction were given in the dimensions: monitors, activities ofered, relationship between the staf of the facility, and quality-price ratio. he lowest values corresponded to the cleanliness and spaciousness of the dressing rooms of the facility. It is recommended to work in the expansion and cleaning of spaces.
ABSTRACT: Nowadays, aquatic activities are very important because they are very demanded by the population and sport users. he aim of this study was to carry out a case study, assessing the satisfaction of the users of the public swimming pool of Puente Tocinos (Region of Murcia). For this purpose, the sample was composed of 44 users (28 females and 16 males), with a mean age of 27.73 years (SD 14.5), ranging from 14 to 64 years. All participants completed the “Sports Services Assessment Questionnaire (EPOD2)”. he data obtained were analyzed using SPSS 23 software. he results showed a high overall satisfaction, without signiicant diferences according to sex and age. he highest values of satisfaction were given in the dimensions: monitors, activities ofered, relationship between the staf of the facility, and quality-price ratio. he lowest values corresponded to the cleanliness and spaciousness of the dressing rooms of the facility. It is recommended to work in the expansion and cleaning of spaces.
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