IDEAS home Printed from https://ideas.repec.org/a/cup/jomorg/v31y2025i5p2301-2316_3.html
   My bibliography  Save this article

Sports services management using assessment tools: Net promoter score and importance-performance analaysis

Author

Listed:
  • Gálvez-Ruiz, Pablo
  • Lara-Bocanegra, Alejandro
  • García-Fernández, Jerónimo
  • Núñez-Sánchez, José M.

Abstract

The evaluation of services has become a common strategy in service management, and there is a wide variety of tools available. The objective was to evaluate user satisfaction at a sports center using the Net Promoter Score (NPS) and Importance-Performance Analysis (IPA) techniques, comparing the information provided by each. To this end, this study involved 1,433 users of a sports center, analyzing the responses to the NPS® tool and subsequently to the IPA tool developed ad hoc with 11 attributes. The NPS® tool revealed 29.58% detractors, 30.36% passives, and 40.06% promoters, highlighting a negative impact on the overall score. The IPA tool offered detailed insights into attributes varying across the three NPS groups, identifying four critical attributes requiring strategic attention, enabling segmented marketing strategies. This research demonstrates the complementary value of combining NPS and IPA tools for strategic service management, providing actionable insights to enhance customer satisfaction and competitive positioning.

Suggested Citation

  • Gálvez-Ruiz, Pablo & Lara-Bocanegra, Alejandro & García-Fernández, Jerónimo & Núñez-Sánchez, José M., 2025. "Sports services management using assessment tools: Net promoter score and importance-performance analaysis," Journal of Management & Organization, Cambridge University Press, vol. 31(5), pages 2301-2316, September.
    • Handle: RePEc:cup:jomorg:v:31:y:2025:i:5:p:2301-2316_3
    as

    Download full text from publisher

    File URL: https://www.cambridge.org/core/product/identifier/S1833367225000094/type/journal_article
    File Function: link to article abstract page
    Download Restriction: no
    ---><---

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:cup:jomorg:v:31:y:2025:i:5:p:2301-2316_3. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Kirk Stebbing (email available below). General contact details of provider: https://www.cambridge.org/jmo .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.