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Rev. int. med. cienc. act. fis. deporte ; 22(85): 19-33, mar.-mayo 2022. tab
Article in English, Spanish | IBECS | ID: ibc-205425

ABSTRACT

El fin del trabajo es determinar la validez de Net-Promoter-Score para medir la lealtad y comparar dos modelos que relacionan dimensiones de la calidad, valor, satisfacción y lealtad. En primer lugar, se determinó la validez convergente de Net-Promoter-Score en usuarios de servicios deportivos mediante una correlación entre ambos instrumentos. Posteriormente, se pusieron a prueba los dos modelos, utilizando en el primero Net-Promoter-Score y, en el segundo, una escala multidimensional que mide las intenciones futuras, en ambos casos se utilizó el mismo instrumento para valorar calidad, valor y satisfacción. Se realizó un análisis factorial confirmatorio de los modelos, con el objeto de comprobar la estabilidad de ambos. Los resultados obtenidos demuestran que los dos instrumentos son válidos para medir la lealtad de los usuarios de servicios deportivos y que el modelo que utiliza la escala multidemensional proporciona más información para la toma de decisiones de los responsables de la gestión. (AU)


The purpose of the work is to determine the validity of the Net-Promoter-Score to measure loyalty and to compare two models that relate dimensions of quality, value, satisfaction and loyalty. First, the convergent validity of the Net-Promoter-Score in users of sports services was determined by means of a correlation between both instruments. Subsequently, the two models were put to the test, using a Net-Promoter-Score in the first and a multidimensional scale that measures future intentions in the second, in both cases the same instrument was used to assess quality, value and satisfaction. A confirmatory factor analysis of the models was carried out in order to verify the stability of both. The results obtained show that the two instruments are valid for measuring the loyalty of users of sports services and the model that uses the multidemensional scale provides more information for decision-making by managers. (AU)


Subject(s)
Humans , Male , Female , Needs Assessment , Fitness Centers , Factor Analysis, Statistical , Surveys and Questionnaires
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