Programas Recreativos Municipales. PercepciĆ³n de los Usuarios
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Fecha
2011
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Profesor/a GuĆa
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Idioma
es
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Universidad AndrƩs Bello
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Licencia CC
Licencia CC
Resumen
En el Ć”mbito de la gestiĆ³n deportiva, la calidad de los servicios deportivos y la satisfacciĆ³n de los usuarios, es un Ć”rea de gran desarrollo.
Este trabajo pretende determinar a travĆ©s de la opiniĆ³n de los usuarios, la calidad percibida de los programas recreativos que ofrece la Municipalidad de Talcahuano. Para ello, se analizaron 240 usuarios de estos programas, que contestaron una encuesta sobre la calidad de servicio percibida.
Para medir las percepciones de los usuarios se utilizo el cuestionario que se basa en el modelo SERVPERF de Cronin y Taylor (1992). Este cuestionario determina cinco dimensiones de calidad: elementos tangibles, fiabilidad, capacidad de respuesta, seguridad y empatĆa.
Las dimensiones mayor valorada y por ende aceptada por los usuarios fueron: fiabilidad, capacidad de respuesta, seguridad y empatĆa, con una nota promedio 6.8. Se observan diferencias en los elementos tangibles tales como: apariencia de las instalaciones fĆsicas, equipos empleados y materiales de comunicaciĆ³n.
In the field of sports management, the quality of the sports services and users' satisfaction, is an area of great development. This work pretend to identify through the opinion of users, the perceived quality of the recreational programs offered by the Municipality of Talcahuano to do this, we analyzed 240 users of these programs, which responded to a survey on the quality of service perceived. To measure the perceptions of users we used a questionnaire which is based on the model of SERVPERF Cronin and Taylor (1992). This questionnaire determines five dimensions of quality: tangible elements, reliability, responsiveness, security and empathy. The dimensions more valued and hence accepted by users were: reliability, responsiveness, security and empathy, with a note average 6.8. Differences are observed in the tangible elements such as: appearance of the physical facilities, equipment used and communication materials.
In the field of sports management, the quality of the sports services and users' satisfaction, is an area of great development. This work pretend to identify through the opinion of users, the perceived quality of the recreational programs offered by the Municipality of Talcahuano to do this, we analyzed 240 users of these programs, which responded to a survey on the quality of service perceived. To measure the perceptions of users we used a questionnaire which is based on the model of SERVPERF Cronin and Taylor (1992). This questionnaire determines five dimensions of quality: tangible elements, reliability, responsiveness, security and empathy. The dimensions more valued and hence accepted by users were: reliability, responsiveness, security and empathy, with a note average 6.8. Differences are observed in the tangible elements such as: appearance of the physical facilities, equipment used and communication materials.
Notas
Tesis (MagĆster en GestiĆ³n de la Actividad FĆsica y Deportiva)
Palabras clave
PlanificaciĆ³n urbana, Ćreas de recreaciĆ³n, OpiniĆ³n PĆŗblica, Chile