Abstract

PEREZ-LOPEZ, Rocío; MORALES-SANCHEZ, Verónica; ANGUERA, M. Teresa  and  HERNANDEZ-MENDO, Antonio. Evaluation of total quality in sports municipal services geared to children: contributions from the qualitative analysis ATLAS.ti. CPD [online]. 2015, vol.15, n.1, pp.143-150. ISSN 1989-5879.  https://dx.doi.org/10.4321/S1578-84232015000100014.

The aim of the current study is to assess the total quality of the municipal sports services of Alcalá la Real, analyzing the three dimensions of quality service: functional, emotional and tangibles. The sample is composed of child users, contact personnel (attention personnel of the users and coaches) of the municipal sports facilities, sport coordinator of the town council and the parents of the children the different sports. The qualitative methodology has used for the content analysis. The instrument used for data collections are individual interviews and focus groups filmed with a video camera. For content analysis we used the Atlas.ti 7.1.3 software. According to results tangibles were very important for child users when they evaluat the total quality of the sports services and the emotional aspect were also found to me more important than the functional quality of service.

Keywords : Sports management; total quality; functional quality; emotional quality; tangible aspects.

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