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Perceived Quality in Sports Centers in Southern Spain: A Case Study

Author

Listed:
  • Alfonso Castillo-Rodriguez

    (Department of Physical Education and Sports, University of Granada, 18071 Granada, Spain)

  • Wanesa Onetti-Onetti

    (UNIR, International University of La Rioja, 26006 Logroño, Spain)

  • José Luis Chinchilla-Minguet

    (Department of Languages, Arts and Sports, University of Malaga, 29071 Malaga, Spain)

Abstract

The aim of this study was to analyze the level of satisfaction in three municipal sports centers in the city of Malaga and to learn and analyze the characteristics of users older than 40 years of age in these centers. A total of 303 persons (123 men and 180 women) from three sports centers in the city of Malaga participated in this study ( M = 58.14, SD = 7.16 years). The Evaluation of Perceived Quality in Sports Services test (CECASDEP) was used, and the results demonstrated that the different dimensions studied—sports center, activity space, locker rooms, program of activities, and trainer—were very positively correlated. The level of customer loyalty increased with user satisfaction and perceived quality of services as well as the age of the person. Users were also found to be more motivated to take part in physical activities due to greater satisfaction. The highest scores were given to the trainers, who played a key role in all three sports centers. In conclusion, we gathered important insights into perceived quality in different sports centers. This information can be used by sports managers to strengthen dimensions with lower scores and improve those with higher scores. In addition, the study confirms that the level of customer loyalty is related to the perceived quality scores. Therefore, the use of measuring instruments is recommended to optimize the quality of sports services.

Suggested Citation

  • Alfonso Castillo-Rodriguez & Wanesa Onetti-Onetti & José Luis Chinchilla-Minguet, 2019. "Perceived Quality in Sports Centers in Southern Spain: A Case Study," Sustainability, MDPI, vol. 11(14), pages 1-8, July.
    • Handle: RePEc:gam:jsusta:v:11:y:2019:i:14:p:3983-:d:250774
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    References listed on IDEAS

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    1. May Kim & Galen T. Trail, 2010. "The effects of service provider employment status and service quality exchange on perceived organizational image and purchase intention," Sport Management Review, Taylor & Francis Journals, vol. 13(3), pages 225-234, July.
    2. Kim, May & Trail, Galen T., 2010. "The effects of service provider employment status and service quality exchange on perceived organizational image and purchase intention," Sport Management Review, Elsevier, vol. 13(3), pages 225-234, August.
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    Cited by:

    1. Pedro Cuesta-Valiño & Pablo Gutiérrez-Rodríguez & Cristina Loranca-Valle, 2021. "Sustainable Management of Sports Federations: The Indirect Effects of Perceived Service on Member’s Loyalty," Sustainability, MDPI, vol. 13(2), pages 1-24, January.
    2. Heesup Han & Hyoungeun Moon & Antonio Ariza-Montes & Soyeun Lee, 2020. "Sensory/Health-Related and Convenience/Process Quality of Airline Meals and Traveler Loyalty," Sustainability, MDPI, vol. 12(3), pages 1-15, January.
    3. Jairo León-Quismondo & Jorge García-Unanue & Pablo Burillo, 2020. "Best Practices for Fitness Center Business Sustainability: A Qualitative Vision," Sustainability, MDPI, vol. 12(12), pages 1-17, June.
    4. Alfonso Castillo-Rodríguez & Wanesa Onetti-Onetti & Rui Sousa Mendes & José Luis Chinchilla-Minguet, 2020. "Relationship between Leg Strength and Balance and Lean Body Mass. Benefits for Active Aging," Sustainability, MDPI, vol. 12(6), pages 1-9, March.
    5. José Álvarez-García & Encarnación González-Vázquez & María de la Cruz Del Río-Rama & Amador Durán-Sánchez, 2019. "Quality in Customer Service and Its Relationship with Satisfaction: An Innovation and Competitiveness Tool in Sport and Health Centers," IJERPH, MDPI, vol. 16(20), pages 1-17, October.
    6. Jairo León-Quismondo & José Bonal & Pablo Burillo & Álvaro Fernández-Luna, 2023. "How Can We Improve Running Events? The IPA4RE Questionnaire and Its Potential Impact on the Experience of Runners," IJERPH, MDPI, vol. 20(3), pages 1-12, January.

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