文章基本信息

标题：Customer Satisfaction in Municipal Sports Centres in Barcelona
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作者：Amal Elasri Ejjaberi ; Xavier M. Triadó Ivern ; Pilar Aparicio Chueca 等
期刊名称：Apunts: Educación Física y Deportes
印刷版ISSN：1577-4015
电子版ISSN：2014-0983
出版年度：2015
期号：119
页码：109-117
DOI：10.5672/apunts.2014-0983.es.%282015/1%29.119.08
出版社：Institut Nacional d´Educació Física de Catalunya (INEFC)
摘要：The aim of this research is to identify and analyse which variables have greatest influence on customer satisfaction at sports centres in Barcelona. Data were collected in a survey of current customers of municipal sports centres. Factorial analysis applied to this information revealed five dimensions that underlie the multiple components of the service offering at municipal sports facilities. These are quality of facilities, human resources, communication, social environment and value for money. The variables were incorporated in a multiple regression model in which the dependent variable was overall customer satisfaction. The results show that women and users over 60 rated service more positively, while the higher the education level is the more demanding the customer. Finally, a manager should first try to improve facilities, followed by communication, human resources, value for money and the social environment in that order.
关键词：customer satisfaction; perceived quality; services