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.
Highlights
Physical activities (PA) and sports among the Spanish people have changed in the past decades and have become a significant social phenomenon
This study examined the perceived quality of service among people over 40 years of age in three sports centers in southern Spain
According to the CECASDEP questionnaire, which has been validated for Spanish adult samples, there was a notable difference between men and women in the dimensions of perceived quality
Summary
Physical activities (PA) and sports among the Spanish people have changed in the past decades and have become a significant social phenomenon. The triumph of Spanish athletes in the sports world in the last 10 years, both as individuals and as teams, has planted a seed in the society, motivating people to take part in sports and physical activities. This interest in sports has evolved in a positive manner in the last two decades, as manifested by physical, psychological, and social well-being, leading to an improvement in the quality of life of people. One of the most used strategies in management to deduce the internal weaknesses of a company is to perform the so-called SWOT analysis (strengths, weaknesses, opportunities, and threats). A study on user satisfaction is employed as a tool to get a glimpse on the most common weaknesses of companies [3]
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