Services quality on grassroots football clubs in the region of Murcia. An application of the importance-performance analysis
Abstract
Grassroots football clubs, key in the promotion of sport in school term, like any sport organization, must increase user satisfaction by offering high quality services. This research proposes a quality assessment in order to design an improvement plan which shows evidence of overinvestment resource areas, areas of insufficient resources, and to make a proposal of improvement actions. With this aim, a questionnaire based on the SERVQUAL scale was administered to a sample of 1076 users of grassroots football clubs in the Region of Murcia, including 413 players, 366 parents, 207 coaches and 90 referees. The results indicated that the strengths of grassroots football clubs in the Region of Murcia are mainly in aspects of responsiveness and assurance. The weak points, however, are resources investment in attributes less important to users, related to assurance and empathy.Downloads
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1. The Publication Service of the University of Murcia (the publisher) has the Publication Rights (Copyright) to the published papers and works, and favors and permits the reusing of the same under the license indicated in point 2.
© Servicio de Publicaciones, Universidad de Murcia, 2013
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The works and papers that are published in this Journal are subject to the following terms:
1. The Publication Service of the University of Murcia (the publisher) has the Publication Rights (Copyright) to the published papers and works, and favors and permits the reusing of the same under the license indicated in point 2.
© Servicio de Publicaciones, Universidad de Murcia, 2013
2. The papers and works are to be published in the digital edition of the Journal under the license Creative Commons Reconocimiento-No Comercial-Sin Obra Derivada 3.0 España (legal text). The copying, using, spreading, transmitting and publicly displaying of the papers, works or publication are permitted as long as: i) the authors and original sources (Journal, publisher and URL of the publication) are quoted; ii) it is not used for commercial benefit; iii) the existence and specifications of this users license are mentioned.
3. Conditions of Self-Archiving. It is permitted and encouraged that the authors spread electronically the pre-print (before printing) and/or post-print (the revised, evaluated and accepted) versions of their papers or works before their publication since this favors their circulation and early diffusion and therefore can help increase their citation and quotation, and also there reach through the academic community.
