El grado de calidad percibida de los usuarios respecto del servicio entregado por los gimnasios de la ciudad de Osorno
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Archivos
Fecha
2010
Autores
Profesor/a Guía
Facultad/escuela
Idioma
es
Título de la revista
ISSN de la revista
Título del volumen
Editor
Universidad Andrés Bello
Nombre de Curso
Licencia CC
Licencia CC
Resumen
Los gimnasios de características comerciales están asistiendo a una
reestructuración del sector y a un cambio en sus actividades tradicionales que les
obliga a formular nuevas estrategias basadas en la calidad del servicio prestado,
debido a que actualmente la practica deportiva ciudadana se encuentra en un
aumento constante. En este trabajo se lleva a cabo un análisis de la calidad
percibida que tienen los usuarios sobre el servicio entregado por los Gimnasios de
la ciudad de Osorno, basado en un instrumento de medición de calidad llamado
cuestionario Servqual, que fue adaptado específicamente al área de la actividad
física y el deporte. Donde se pretende extraer conclusiones relevantes acerca del
grado de calidad percibida de los usuarios de los distintos gimnasios,
Los principales hallazgos dieron cuenta de las fortalezas y debilidades que tienen
cada uno de los gimnasios, incorporando un análisis en relación al género con el fin
de profundizar y proporcionar mayor información que aporte a conocer más
específicamente la problemática del estudio.
De este modo los resultados evidencian que la calidad percibida por los usuarios de
los gimnasios de la ciudad de Osorno, siendo calificada como "buena": mientras que
los indicadores más relevantes son Seguridad y Capacidad de respuesta.
Due to the increasing number of people that practice sports today, gyms are facing a restructuring of the area and a change in their traditional activities, which in turn forces them to establish new strategies based on the quality of their service. In this report we present the resülts of an analysis of the perceived quality users have of the service provided by gyms in Osorno, Chile. To do this, a quality measurement questionnaire (Servqual) was carried out. This questionnaire was specifically adapted to the area of physical education and sports. The objective is to find important conclusions about the degree of perceived quality of the different gyms. The main findings showed the strength and weaknesses of each gym. An analysis in terms of gender was included, so as to deepen and collect more information to know more specifically the problem of this study. Thus, the results show that the perceived quality by users of gyms in Osorno was categorized as "Good", and the highest and most relevant dimensions were safety and response capability.
Due to the increasing number of people that practice sports today, gyms are facing a restructuring of the area and a change in their traditional activities, which in turn forces them to establish new strategies based on the quality of their service. In this report we present the resülts of an analysis of the perceived quality users have of the service provided by gyms in Osorno, Chile. To do this, a quality measurement questionnaire (Servqual) was carried out. This questionnaire was specifically adapted to the area of physical education and sports. The objective is to find important conclusions about the degree of perceived quality of the different gyms. The main findings showed the strength and weaknesses of each gym. An analysis in terms of gender was included, so as to deepen and collect more information to know more specifically the problem of this study. Thus, the results show that the perceived quality by users of gyms in Osorno was categorized as "Good", and the highest and most relevant dimensions were safety and response capability.
Notas
Tesis (Magíster en Gestión de la Actividad Física y Deportiva)
Palabras clave
Calidad percibida, Satisfacción al Cliente, Estrategias basadas en la calidad del servicio, Chile, Cuestionario SeNqual.