Evaluación de la calidad en organizaciones deportivas : adaptación del modelo SERVQUAL
Morales Sánchez, Verónica (Universidad de Málaga)
Hernández Mendo, Antonio (Universidad de Málaga)
Blanco-Villaseñor, Angel (Universitat de Barcelona)

Additional title:	Evaluating quality in sports organisations : an adaptation of the Servqual model
Date:	2009
Abstract:	The SERVQUAL model (Parasunaman, Zeithaml and Berry, 1993) has proven to be a useful procedure for evaluating quality. Nevertheless, several studies have criticized the model's methodological layout. This question is relevant because of organizations' growing interest in quality management. Furthermore, given that the model has proven to be useful, it seems necessary to demonstrate whether methodological criticism is confirmed or, on the contrary is only an effect of the analysis procedures. This study presents an adaptation of the model to the realm of sports organisations. Our results support the hypothesis that the different adaptations were not devised with methodological guarantees. The results also support the existence of a stable and parsimonious factorial structure containing acceptable adjustment indexes.
Rights:	Aquest document està subjecte a una llicència d'ús Creative Commons. Es permet la reproducció total o parcial, la distribució, la comunicació pública de l'obra i la creació d'obres derivades, sempre i quan aquestes es distribueixin sota la mateixa llicència que regula l'obra original i es reconegui l'autoria.
Language:	Castellà
Document:	Article ; recerca ; Versió publicada
Subject:	Servei de qualitat ; Programes d'activitat física ; Factor anàlisi ; Organitzacions esportives ; Program evaluation ; Quality service ; Physical activity programmes ; Factor analysis ; Sports organisations
Published in:	Revista de psicología del deporte, Vol. 18, Núm. 2 (2009) , p. 137-150, ISSN 1988-5636

14 p, 968.6 KB

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