MediciĆ³n de la percepciĆ³n de calidad de los servicios que entregan los gimnasios Sportlife de la comuna de Antofagasta, aplicando encuesta Servqual modificada
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Archivos
Fecha
2009
Profesor/a GuĆa
Facultad/escuela
Idioma
es
TĆtulo de la revista
ISSN de la revista
TĆtulo del volumen
Editor
Universidad AndrƩs Bello
Nombre de Curso
Licencia CC
Licencia CC
Resumen
La investigaciĆ³n realizada evidencia la percepciĆ³n de la calidad de
servicios que reciben los usuarios de los tres gimnasios Sporlife ubicados
en la ciudad de Antofagasta (Chile), basado fundamentalmente en un
instrumento conocido como Cuestionario Servqual, con adaptaciones
especĆficas en la lĆnea de la Actividad FĆsica y Deporte.
En una primera instancia, se realizĆ³ una muestra piloto, la cual
permitiĆ³ dar validez a este instrumento, permitiendo posteriormente su
aplicaciĆ³n sobre la muestra final. Es esta herramienta utilizada, la que
sustenta parte importante del presente trabajo.
Los resultados dan a conocer la importancia y la necesidad de
medir la calidad de los servicios en gimnasios, dando cuenta de las
fortalezas y debilidades de cada uno de los gimnasios en cuestiĆ³n, en las
diversas dimensiones analizadas. Lo anterior, se traduce en
oportunidades para quienes administran estos recintos deportivos,
respecto a mejorar el servicio a sus usuarios y asegurar el Ć©xito y
permanencia en el mercado.
The survey reveals the opinions of the quality of service received by users of the three Sporlife gyms located in the city of Antofagasta (Chile). lt is based on an instrument known as the SERVQUAL questionnaire, which was specinā¢ cally adapted for Phystcal ActMty and Sport area. The first instance was a pilot test, which allowed us to validate this instrument, later allowing its application on the final sample. The tool that was used sustains an important part of this work. The results reveal the importance and need of measuring the quality of services in gyms, showing the strengths and weaknesses of each of the gyms in question, according to different dimensions analyzed in the survey. lt can become opportunities for those who are administrators of sports gyms, with respect to improving service to its users and ensure success and permanence in the market.
The survey reveals the opinions of the quality of service received by users of the three Sporlife gyms located in the city of Antofagasta (Chile). lt is based on an instrument known as the SERVQUAL questionnaire, which was specinā¢ cally adapted for Phystcal ActMty and Sport area. The first instance was a pilot test, which allowed us to validate this instrument, later allowing its application on the final sample. The tool that was used sustains an important part of this work. The results reveal the importance and need of measuring the quality of services in gyms, showing the strengths and weaknesses of each of the gyms in question, according to different dimensions analyzed in the survey. lt can become opportunities for those who are administrators of sports gyms, with respect to improving service to its users and ensure success and permanence in the market.
Notas
Tesis (MagĆster en GestiĆ³n de la Actividad FĆsica y Deportiva)
Palabras clave
Calidad de Servicio, Servqual, Gimnasios, Antofagasta (Chile), Actividad fĆsica y deporte