Publication: Analysis of user satisfaction and the importance of services provided by privately owned gyms
Authors
Sánchez Félix, Daniel Armando ; Ramírez Siqueiros, María Grethel ; Reyes Robles, Marina
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Publisher
Servicio de Publicaciones. Universidad de Murcia
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DOI
https://doi.org/10.6018/sportk.575791
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info:eu-repo/semantics/article
Description
Abstract
Los objetivos de este estudio fueron conocer la valoración – importancia de los factores prioritarios del servicio que brindan los gimnasios, y determinar la relación de cada uno de los factores con una mayor satisfacción e insatisfacción mediante la aplicación del modelo IPA; así como también conocer la satisfacción del servicio en función del sexo, edad y gimnasio. Participaron un total de 219 usuarios de los cuales el 51.1% son hombres y 48.9% mujeres, con una edad media de 25.10 ± 7.32 años. Se utilizó el instrumento CECASDEP (Cuestionario de evaluación de la calidad percibida en los servicios deportivos) el cual mide la calidad del servicio, estructurado en cinco factores: Instalación deportiva (10 ítems), espacios deportivos (10 ítems), vestuarios–sanitarios (12 ítems), programa de actividades (9 ítems) y entrenador/instructor (8 ítems). El análisis arrojó que los principales aspectos a mejorar en los gimnasios evaluados, son los espacios deportivos y vestuarios–sanitarios. Se registraron diferencias significativas en función del sexo, edad y tipo de gimnasio. Finalmente, el modelo IPA arroja que son susceptibles de mejora, desde el punto de vista del usuario y se debe centrar los esfuerzos y recursos en mejorar los espacios deportivos y vestuarios-sanitarios, ya que son las áreas de mayor importancia para los usuarios.
The aims of this study were to determine the importance of priority factors of the services provided by gyms, to examine the relationship of each factor with overall satisfaction and dissatisfaction by applying the IPA model; as well as to determine satisfaction with the service according to sex, age, and gymnasium. A total of 219 users participated, 51.1% of whom were men and 48.9% women, with a mean age of 25.10 ± 7.32 years. The CECASDEP (Questionnaire of Evaluation of the Quality Perceived in Sports Services) was used to measure service quality, structured into five factors: sports facilities (10 items), sports spaces (10 items), changing rooms-sanitary facilities (12 items), program of activities (9 items) and trainer/instructor (8 items). The analysis revealed that the main aspects to be improved in the gyms evaluated were sports facilities and changing rooms-sanitary facilities. Significant differences were recorded according to sex, age and type of gymnasium (p < 0.05). Finally, the IPA model indicated that, from the user's point of view, there is room for improvement and that efforts and resources should be focused on improving sports facilities and changing rooms-sanitary facilities, since these are the areas of greatest importance to users.
The aims of this study were to determine the importance of priority factors of the services provided by gyms, to examine the relationship of each factor with overall satisfaction and dissatisfaction by applying the IPA model; as well as to determine satisfaction with the service according to sex, age, and gymnasium. A total of 219 users participated, 51.1% of whom were men and 48.9% women, with a mean age of 25.10 ± 7.32 years. The CECASDEP (Questionnaire of Evaluation of the Quality Perceived in Sports Services) was used to measure service quality, structured into five factors: sports facilities (10 items), sports spaces (10 items), changing rooms-sanitary facilities (12 items), program of activities (9 items) and trainer/instructor (8 items). The analysis revealed that the main aspects to be improved in the gyms evaluated were sports facilities and changing rooms-sanitary facilities. Significant differences were recorded according to sex, age and type of gymnasium (p < 0.05). Finally, the IPA model indicated that, from the user's point of view, there is room for improvement and that efforts and resources should be focused on improving sports facilities and changing rooms-sanitary facilities, since these are the areas of greatest importance to users.
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Citation
Sport TK N. 14, 2025
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