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- Title
Calidad del Servicio en los Entes Administrativos del Deporte y la Recreación: "Caso Departamento de Risaralda, Colombia".
- Authors
Gómez Hincapié, Angela Jasmín; Cardona Triana, Claudia Patricia; Medina Quijano, Robinson Andrés; Alejandra Henao, María; Londoño Valencia, Maria Camila
- Abstract
Research shows that the quality of service in organizations leads to the improvement of processes and the levels of satisfaction of internal and external customers. The entities in charge of sports and recreation in the department of Risaralda are no strangers to this condition. However, studies on how services are provided and what is the perception of their quality have been scarce. This article aims to describe the quality of the service provided by the Administrative Entities of Sport and Recreation of the department of Risaralda from the perspective of users and collaborators. The SERVQUALing instrument was use, with Cronbach's Alpha of 0.939 for external clients and 0.939 for internal clients. Two variables were addressed (13 dimensions with 40 questions and 6 dimensions with 34 questions). The sample consists of 2,542 users and 263 collaborators. The software used for the data processing was Jamovi 1.6.23, a multivariate statistical analysis evaluated the factors and validated the correlation of the data by multiple regression. The results show the perception of the adequate service for the users, the most relevant aspect is the attention, indicating the importance of human development in the organizations, with respect to the collaborators, conformism is identified with the perception of the institutions, and they highlight the importance of training to improve the provision of services. Based on empirical data, the authors identify opportunities for improvement to strengthen the quality and improve the perception of the services provided by sports and recreation entities in the department of Risaralda.
- Subjects
MULTIVARIATE analysis; CRONBACH'S alpha; QUALITY of service; FACTOR analysis; SATISFACTION
- Publication
Retos: Nuevas Perspectivas de Educación Física, Deporte y Recreación, 2024, Vol 56, p487
- ISSN
1579-1726
- Publication type
Article
- DOI
10.47197/retos.v56.101391