Global customer satisfaction and its components in local sports services: A discriminant analysis

Pablo Burillo Naranjo, Patricio Sánchez Fernández, Alberto Dorado Dorado, Leonor Gallardo-Guerrero


Customer satisfaction is the basis of any organization. This study aims to examine in-depth the level of satisfaction of local sports service customers through an assessment of their perceptions. We analyze the relationship between the global satisfaction of customers with the perception of global quality of these local sports services, using a discriminant analysis. Cleanliness and instructor/coach attention are the variables with the highest discriminatory power. Organizations should have one key element constantly in mind: knowing how to evaluate the opinion of the customers of the sport service.


Customer satisfaction; municipal sports services; sport management; discriminant analysis


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