COMPONENTES DE LA SATISFACCIÓN DEL CLIENTE INTERNO EN CENTROS DEPORTIVOS DE LA COMUNIDAD DE MADRID. SU INFLUENCIA EN LA GESTIÓN

Abstract

The target is to determine the satisfaction of the internal clients of collective fitness and wellness classes in public and private sports centers of the Comunidad de Madrid. Also, to know the dimensions that compose it and it is assessment. At the same time, it is desired to study their sociodemographic characteristics.At this end, an ad hoc questionnaire was prepared, analyzed by academic experts and managers from different fitness centers. This questionnaire has been used in different sports facilities of the Comunidad de Madrid. The questionnaire has obtained a very high reliability quantified by Cronbach's Alpha with a value of ,888.The sample used is composed by 165 teachers / technicians of collective classes. The sampling error for very large populations, with a confidence level of 95% (2 sigmas) is ± 7,78%.The results show that the satisfaction of the internal client consists on of four components that justify 63,39% of the total variance.