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Calidad Percibida Y Satisfacción De Los Espectadores De Fútbol / Perceived Quality And Satisfaction Of Spectators Football

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Author Info

  • Navarro-García, Antonio

    ()
    (Universidad de Sevilla (España))

  • Eugenia Reyes-García, María

    ()
    (Universidad de Sevilla (España))

  • Acedo-González, Francisco J.

    ()
    (Universidad de Sevilla (España))

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    Abstract

    El principal objetivo de este trabajo es conocer la influencia de la calidad de servicio en la satisfacción de los espectadores de fútbol, aspecto escasamente investigado en la literatura. Los resultados, a partir de una muestra de 700 espectadores de un club de fútbol de la Primera División Española, revelan 3 grandes conclusiones: a) la calidad de servicio de un evento futbolístico viene determinada por elementos tanto tangibles —infraestructuras— como intangibles —calidad y entrega del equipo, y gestión de la Junta—; b) la calidad de servicio condiciona positivamente la satisfacción parcial que experimenta el espectador asociada al evento futbolístico; c) en la satisfacción global influye, de forma directa, la satisfacción parcial asociada a aspectos concretos del evento deportivo, e indirectamente la calidad de los servicios prestados. El estudio concluye con las principales contribuciones, limitaciones y futuras líneas de investigación. / The main objective of this study is to determine the influence of service quality on satisfaction of football spectators, looking scarcely investigated in the literature. The results, from a sample of 700 spectators at a football club of the Spanish First Division, reveal three main conclusions: (i) the quality of service of a football event is determined by both tangibles — infrastructure — as intangible — quality and delivery of equipment, and management of the board; (ii) the quality of positively affects service satisfaction experienced by the viewer part associated with football event; (iii) in overall satisfaction directly influences partial satisfaction associated with specific aspects of the sporting event and indirectly the quality of services provided. The study concludes with the main contributions, limitations and future research.

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    Bibliographic Info

    Article provided by Academia Europea de Dirección y Economía de la Empresa (AEDEM) in its journal Investigaciones Europeas de Dirección y Economía de la Empresa.

    Volume (Year): 20 (2014)
    Issue (Month): 2 ()
    Pages: 87-94

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    Handle: RePEc:idi:jiedee:v:20:y:2014:i:2:p:87-94

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    Postal: Investigaciones Europeas de Dirección y Economía de la Empresa, Facultad de Ciencias Económicas y Empresariales, Universidad de Vigo, Lagoas - Marcosende s/n, E-36310, Vigo, Pontevedra, España
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    Web page: http://www.aedem-virtual.com/es/journal/iedee

    Related research

    Keywords: Calidad percibida; Servicios; Satisfacción del consumidor; Evento deportivo; Fútbol; Perceived quality; Service; Customer satisfaction; Sport event; Football;

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