Perceived Quality in Sports Centers in Southern Spain: A Case Study

• Main Authors: Alfonso Castillo-Rodriguez, Wanesa Onetti-Onetti, José Luis Chinchilla-Minguet
• Format: Article
• Language: English
• Published: MDPI AG 2019-07-01
• Series: Sustainability
• Subjects: quality of services; quality assessment; perceived quality; sports services; sports management
• Online Access: https://www.mdpi.com/2071-1050/11/14/3983

The aim of this study was to analyze the level of satisfaction in three municipal sports centers in the city of Malaga and to learn and analyze the characteristics of users older than 40 years of age in these centers. A total of 303 persons (123 men and 180 women) from three sports centers in the city of Malaga participated in this study (<i>M</i> = 58.14, <i>SD</i> = 7.16 years). The Evaluation of Perceived Quality in Sports Services test (CECASDEP) was used, and the results demonstrated that the different dimensions studied&#8212;sports center, activity space, locker rooms, program of activities, and trainer&#8212;were very positively correlated. The level of customer loyalty increased with user satisfaction and perceived quality of services as well as the age of the person. Users were also found to be more motivated to take part in physical activities due to greater satisfaction. The highest scores were given to the trainers, who played a key role in all three sports centers. In conclusion, we gathered important insights into perceived quality in different sports centers. This information can be used by sports managers to strengthen dimensions with lower scores and improve those with higher scores. In addition, the study confirms that the level of customer loyalty is related to the perceived quality scores. Therefore, the use of measuring instruments is recommended to optimize the quality of sports services.