Abstract
The growing proportion of senior citizens and the importance of encouraging active well-ageing behaviours explain the increasing efforts carried out by governments to develop exercise programmes particularly targeted to this group. The complexity associated with the running of these programmes and the resources committed make their quality assessment essential. The aim of the current paper is to validate and refine the use of the EFQM model in this context. A programme of a medium-sized municipality of the Centre region of Portugal was used as a case study to evaluate the adequacy and relevance of the EFQM model and to identify the strengths and weaknesses of the current programme based on the data collected from service users, instructors, municipal leaders and programme partners. High levels of customer satisfaction and loyalty, together with the clarity of programme mission and strategy emerged as main areas of strength. On the other hand, insufficient attention to the measurement of people satisfaction, as well as the leaders’ failure of to show appreciation for the efforts developed by the programme instructors are key areas for improvement.
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Disclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.