LA SATISFACCIÓN DEL CLIENTE EXTERNO EN ORGANIZACIONES DE FITNESS. ESTUDIO EMPÍRICO EN CENTROS DE LA COMUNIDAD DE MADRID

  • Celestino A
  • Biencinto C
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Abstract

The purpose of the present study was to present the servperf questionnaire by Cronin and Taylor (1992) as a suitable instrument for determining external client satisfaction in fitness organizations. At the same time it was aimed to discover its dimensions and the possible relations among them. A final objective was to study the clients' sociodemographic characteristics. To this end a survey was carried out in four fitness centres in the Autonomous Region of Madrid, all belonging to the same entrepreneurial organization and situated in different municipalities with different social environments. The questionnaire was administered to 584 students from group fitness classes. Reliability was determined by calculating Cronbach's alpha with a value of 0.961 and a factorial analysis determined validity and the dimensions which make up the construct, and results showed that the dimensions of satisfaction correspond to: the employees' behaviour; the company's behaviour; the services provided by the organization; equipment; and opening times. These dimensions correlate positively among themselves and with the total satisfaction recorded. ABSTRACT FROM AUTHOR El objetivo del presente trabajo es presentar el cuestionario servperf de Cronin y Taylor (1992) como instrumento adecuado para determinar la satisfacción de los clientes externos en organizaciones de fitness. Se pretende así mismo, conocer las dimensiones que lo componen y la posible relación entre ellas. Y por último se desea estudiar las características sociodemográficas de los clientes. Para ello se ha efectuado una encuesta en cuatro centros en la Comunidad de Madrid, todos ellos dependientes de la misma organización empresarial, situados en diferentes municipios, y con diferentes ambientes sociales. El cuestionario se ha realizado con 584 alumnos de clases colectivas de fitness. Para determinar la fiabilidad se ha calculado el alfa de Cronbach con un valor de ,961 y un análisis factorial para determinar la validez y las dimensiones que componen el constructo y cuyos resultados muestran que las dimensiones de satisfacción corresponden a: comportamiento de los empleados; comportamiento de la empresa; servicios de la organización; equipamientos; y horario. Estas dimensiones correlacionan positivamente entre ellas y con la satisfacción total determinada. ABSTRACT FROM AUTHOR

Author-supplied keywords

  • *PHYSICAL fitness -- Research
  • CLIENT satisfaction -- Research
  • EMPLOYEES -- Attitudes -- Research
  • FACTOR analysis
  • QUALITY of service
  • external client satisfaction
  • fitness
  • satisfacción cliente externo
  • servperf

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Authors

  • A Celestino

  • C Biencinto

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