Percepción de la calidad y fidelidad en servicios deportivos privados

Authors

DOI: https://doi.org/10.6018/cpd.562271
Keywords: Sport Management, Private Clubs, Loyalty, Quality, Customer

Abstract

Currently, sports institutions are facing new challenges, which drive them to make constant changes in order to introduce and position themselves as competitive institutions in the private sports sector, while seeking new approaches to attract the attention of old and new consumers oriented in perspectives such as; quality and loyalty, therefore, the objective of this study is to analyze the perception of quality and loyalty in private sports institutions with respect to age, gender and time of permanence of the users. For this analysis, a sample of 347 volunteers belonging to three private sports clubs (108 women and 239 men) was collected and subjected to descriptive and comparative reliability analyses. The results for the quality and loyalty variables show significant differences with respect to the age and gender of the consumers, in contrast to the results obtained for the time spent, where the results do not show a significant difference.

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Author Biographies

Patricia Berruecos Licona, Universidad Autónoma de Nuevo León, Facultad de Organización Deportiva, México

MAFyD Patricia Anthaira Berruecos Licona

Graduated from the Faculty of Physical Education, Sports and Recreation at the Universidad Veracruzana campus Boca del Río, she completed a Master's Degree in Physical Activity and Sports with a focus on Sports Management at the Universidad Autónoma de Nuevo León in the Faculty of Sports Organization; she recently completed a Doctorate in Physical Culture Sciences at the same University, her lines of research include Sports Management, quality in sports entities, sports marketing, and she has published several articles in these areas.

Raquel Morquecho-Sánchez, Universidad Autónoma de Nuevo León, Facultad de Organización Deportiva, México

Dr. Raquel Morquecho Sánchez.

PhD in Physical Culture Sciences from the Faculty of Sports Organization (FOD) of the Universidad Autónoma de Nuevo León (UANL). Post-doctorate at the Faculty of Psychology in the Department of Social Psychology, Social Anthropology, Social Work and Social Services of the University of Malaga, Spain, funded by CONACyT. Full-time Professor and Researcher at the School of Sports Organization of the Universidad Autónoma de Nuevo León. Head of the Quality Department and Internal Auditor ISO 9001 of the FOD, Coordinator of the Master's Degree in Physical Activity and Sport in non-school mode of the FOD, Head of the Sports Management Academy of the FOD, Member of the Honor and Justice Commission of the FOD from 2016 to May 2022. Currently Deputy Academic Director of the FOD, Member of the Academic Commission of the FOD, Member of the Consolidated Academic Body "Sciences of Physical Activity". Member of the National System of Researchers (SNI) level 1. Professor with Desirable Profile of the Program for the Professional Development of Teachers (PRODEP) of the Ministry of Education. Her main lines of research are Sports Management: Quality and Satisfaction in Sports Services, Educational Quality Management, Sports Marketing: Quality, Resources and Evaluation. She has participated in national and international congresses as a speaker in countries such as Spain, France, Costa Rica, Colombia and Taiwan; she has published scientific articles, books and book chapters in this field; and she has been the director and main advisor of different dissertations and master and doctoral theses related to these topics.

Antonio Pineda-Espejel, Universidad Autónoma de Baja California, Facultad de Deportes.Universidad Autónoma de Baja California, Facultad de Deportes.

Dr. Pineda Espejel Heriberto Antonio

Doctorate in Physical Culture Sciences from the Faculty of Sports Organization (FOD) of the Universidad Autónoma de Nuevo León (UANL). D. from the University of Valencia by the University of Valencia. Full time professor, research and postgraduate coordinator at the Universidad Autónoma de Baja California in the Faculty of Sports, with research lines in Motivation in physical exercise and sport, Adaptation of psychological measures, survey research, study of psychological aspects in sport and research of the interactions between behavior and physical exercise, reviewer in international journals as a reviewer of research projects in Mexico. He was evaluator of the postgraduate program for the National Council of Science and Technology (CONACyT). He made international stays at the Research Institute of Psychology of Human Resources, Organizational Development and Quality of Work Life, in Valencia, Spain; as well as a research stay at the Faculty of Education Sciences in Las Palmas de Gran Canaria, Spain and at the Department of Education of the University of Almeria, Almeria, Spain. He has participated in national and international conferences as a speaker in countries such as Spain, Greece, USA.

Verónica Morales Sánchez, Universidad de Málaga, Facultad de Psicología, España

Dr. Veronica Morales Sanchez

Doctor in University of Malaga Faculty of Psychology, she was affiliated professor in teaching and research in sport psychology, contributing to the development of the community in the Autonomous University of Nuevo Leon; Currently she is a full professor at the University of Malaga in the Faculty of Psychology, as well as Vice-Dean of Infrastructure in the Faculty of Psychology and Speech Therapy; Coordinator and Professor of the Official Postgraduate Master "Research in Physical Activity and Sport", has made several articles, collaborations and doctoral thesis advising, her lines of research Social psychology, social work, sports psychology, cognitive functioning and sports performance, perceived quality in sport, assessment tools for sport, sports management.

Fernanda María León Alcerreca, Universidad Autónoma de Nuevo León, Facultad de Organización Deportiva, México

MAFyD. María Fernanda León Alcerreca

She recently completed a PhD in Physical Culture Sciences, a Master's Degree in Physical Activity and Sport oriented to Sport Management; she is also a professor at the Universidad Autónoma de Nuevo León; among her lines of research are sport management and marketing, personal and professional sport branding, and she has published articles and different research works in this regard.

Rubén Ramírez Nava, Universidad Autónoma de Nuevo León, Facultad de Organización Deportiva, México

Mtro. Rubén Ramírez Nava
E-mail: rubenramirerznava@hotmail.com

Bachelor in Sports Organization, Master in Sciences of Physical Activity and Sports, with orientation in Sports Management both by the Universidad Autónoma de Nuevo León. Advanced studies in Physical-Sports Activity and Quality of Life from the University of Almeria, Spain.
Full-time professor at the Universidad Autónoma de Nuevo León, in the School of Sports Organization and current director of the same.
Former Director of Sports of the Municipality of San Nicolas, NL, Assistant Director of Sports of the Municipality of San Pedro, NL, Director of Sports of the Medical Area of the UANL, Head of Sports of the ISSSTE in NL, Direct Class Teacher of Physical Education, Sports Manager and General Manager of a Private Sports Club.

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Published
16-09-2023
How to Cite
Berruecos Licona, P., Morquecho-Sánchez, R., Pineda-Espejel, A., Morales Sánchez, V., León Alcerreca, F. M., & Ramírez Nava, R. . (2023). Percepción de la calidad y fidelidad en servicios deportivos privados. Sport Psychology Notebooks, 23(3). https://doi.org/10.6018/cpd.562271
Issue
Vol. 23 No. 3 (2023): CPD3(2023)
Section
Ciencias del Deporte

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