Satisfaction and perceived value in a public sports service: a proposal of analysis and management actions

Paloma Escamilla-Fajardo, Juan Manuel Núñez-Pomar

Abstract


In sports management, satisfaction and perceived value have been extensively studied in order to adopt effective improvement plans. In this paper, we analyze the satisfaction and perceived value of users of the sports facilities of a town in the metropolitan area of Valencia with a population of 70,000. For this, 578 questionnaires were answered by people doing physical activity in any of the five municipally owned facilities. Satisfaction divided into five dimensions (customer service, general aspects, locker rooms, sports area and coaches), and perceived value, have been analyzed in this work. The results show high satisfaction with coaches, and positive but modest results in the other dimensions of satisfaction, in addition to the perceived value. This paper is a proposal for analyzing several dimensions of service that affect the perception of customer satisfaction and their perceived value as a basis for identifying specific actions for improvement

Keywords


Satisfaction; perceived value; sport facility; improvement actions; sport management

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