Quality in Customer Service and Its Relationship with Satisfaction: An Innovation and Competitiveness Tool in Sport and Health Centers.

The objective of this research was to analyze the influence of the dimensions that enable the rating of service quality perceived by users of sport and health centers in the satisfaction they experience from the service received. In order to present the working hypothesis, a bibliographic review on the concept and dimensions of perceived service quality was carried out, as well as its relationship with satisfaction. The rating scale sports organizations (EPOD) was used as a measurement instrument. The application of a regression analysis was used to test the hypotheses. As a prior step, the measurement scales were validated and an exploratory factor analysis was applied to determine the structure of the variables considered. The regression models proposed show the joint influence of the dimensions used by the users to rate perceived service quality in their satisfaction. The results enabled us to observe that the dimensions considered in the model explained 75.7% of satisfaction, with the facilities and material, together with communication and activities, having the most significant influence on satisfaction. Meanwhile, dimensions that had less impact were the monitor and the staff. It is clear that there is a strong correlation between perceived quality and satisfaction with service.

Medidas del comportamiento ecológico y antecedentes: conceptualización y validación empírica de escalas / Measures of Ecological Behavior and its Antecedents: Scales Conceptualization and Empirical Validation

Este estudio valida, a nivel confirmatorio, la escala de comportamiento ecológico que mide la realización de acciones que procuran proteger y/o conservar el medio ambiente y las escalas de las variables utilizadas en la literatura para explicar dicho comportamiento: el conocimiento medioambiental, las creencias asociadas a la preocupación ambiental, los valores y las intenciones de comportamiento ecológico. Sobre una muestra de 497 individuos en España, seleccionada por muestreo no probabilístico por cuotas, se analizan las propiedades psicométricas de las escalas mediante análisis factorial exploratorio y confirmatorio. Los resultados muestran el carácter multidimensional de las escalas de conocimiento (conocimiento básico [CB] y conocimiento experto [CEX]) y comportamiento ecológico (gestión ecológica de basuras [GEB] e implicación medioambiental [IM]) y unidimensional del resto de medidas. La validación a nivel confirmatorio de las escalas para las variables seleccionadas proporciona una importante contribución para futuros trabajos de investigación.

This study validates using confirmatory factor analysis the scale of ecological behavior, which measures the implementation of actions that intend to protect and/or preserve the environment, and the scales of variables used in literature in order to explain that behavior: environmental knowledge, beliefs associated with environmental awareness, values and ecological behavior intention. Using a sample of 497 individuals in Spain selected by non-probability quota sampling, the psychometric properties of the scales were analyzed by exploratory and confirmatory factor analysis. The results show the multidimensional nature of knowledge (basic knowledge -CB and expert knowledge -CEX) and environmental behavior (waste management -GEB and environmental implication -IM) scales and the one-dimensional nature of the rest of measures. The validation, using confirmatory factor analysis of the selected variables, provides an important contribution to future research.