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La satisfacción global del cliente y sus componentes en servicios deportivos municipales: Un análisis discriminante

GLOBAL CUSTOMER SATISFACTION AND ITS COMPONENTS IN LOCAL SPORTS SERVICES. A DISCRIMINANT ANALYSIS

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Abstract (2. Language): 
Customer satisfaction is the basis of any organization. This study aims to examine in-depth the level of satisfaction of local sports service customers through an assessment of their perceptions. We analyse the relationship between the global satisfaction of customers with the perception of global quality of these local sports services, using a discriminant analysis. Cleanliness and instructor/coach attention are the variables with the highest discriminatory power. Organizations should have one key element constantly in mind: knowing how to evaluate the opinion of the customers of the sport service.
Abstract (Original Language): 
La satisfacción del cliente es la base para cualquier organización. Este estudio examina en profundidad el nivel de satisfacción de los usuarios de servicios deportivos municipales a través de una evaluación de sus percepciones. Se analiza la relación entre la satisfacción global de clientes con la percepción de la calidad global de los servicios deportivos locales, mediante un análisis discriminante. La limpieza y la atención del instructor/entrenador son las variables con mayor poder de discriminación de la satisfacción. Si bien, las organizaciones deben conocer siempre un elemento clave: saber cómo valorar la opinión de los usuarios respecto del servicio deportivo.
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