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Quality in Customer Service and Its Relationship with Satisfaction: An Innovation and Competitiveness Tool in Sport and Health Centers

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  • José Álvarez-García

    (Financial Economy and Accounting Department, Faculty of Business, Finance and Tourism, University of Extremadura, 10071 Cáceres, Spain)

  • Encarnación González-Vázquez

    (Business Management and Marketing Department, Faculty of Economics and Business, University of Vigo, 36310 Vigo, Spain)

  • María de la Cruz Del Río-Rama

    (Business Management and Marketing Department, Faculty of Business Sciences and Tourism, University of Vigo, 32004 Ourense, Spain)

  • Amador Durán-Sánchez

    (Economy Department, Faculty of Economics and Business, University of Extremadura, 06071 Badajoz, Spain)

Abstract

The objective of this research was to analyze the influence of the dimensions that enable the rating of service quality perceived by users of sport and health centers in the satisfaction they experience from the service received. In order to present the working hypothesis, a bibliographic review on the concept and dimensions of perceived service quality was carried out, as well as its relationship with satisfaction. The rating scale sports organizations (EPOD) was used as a measurement instrument. The application of a regression analysis was used to test the hypotheses. As a prior step, the measurement scales were validated and an exploratory factor analysis was applied to determine the structure of the variables considered. The regression models proposed show the joint influence of the dimensions used by the users to rate perceived service quality in their satisfaction. The results enabled us to observe that the dimensions considered in the model explained 75.7% of satisfaction, with the facilities and material, together with communication and activities, having the most significant influence on satisfaction. Meanwhile, dimensions that had less impact were the monitor and the staff. It is clear that there is a strong correlation between perceived quality and satisfaction with service.

Suggested Citation

  • 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.
    • Handle: RePEc:gam:jijerp:v:16:y:2019:i:20:p:3942-:d:277273
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    References listed on IDEAS

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