Resumo

ARIAS-RAMOS, M.; SERRANO-GOMEZ, V.  e  GARCIA-GARCIA, O.. Are there differences in perceived quality or satisfaction of the user who attends a sports center of private or public ownership?: a pilot study. CPD [online]. 2016, vol.16, n.2, pp.99-110. ISSN 1989-5879.

The demands of the sports sector and the changes, which it is subjected, have caused that quality becomes a decisive factor for achieving results and success in organizations, even in times of crisis. The purpose of this research is to carry out a first approach on differences perceived quality and user's satisfaction between sports centers with different ownership and management models. The study involved 287 users in two Galician sports centers (private and public concession). The QSport-10 scale and the importance performance analysis was used. In order to establish possible differences between management models the chi-square test (p ≤ 0.05) was used. The results suggest that there are differences in perceived quality and satisfaction of the user between private and public concession centers, especially in the staff dimension. In conclusion, even with a similar cost of service, the perceived quality of private center is significantly higher, and the satisfaction in all the considered elements with the exception of sports equipment.

Palavras-chave : Sport management; Importance Performance Analysis; Perceived Quality Assessment; Satisfaction; Sport centres.

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