Uso del método Delphi para la elaboración de una medida de la calidad percibida de los espectadores de eventos deportivos

Ferrán Calabuig Moreno · Josep Crespo Hervás

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Customer Service Quality and Loyalty Sport and Mega-Event Impacts Delphi Technique in Research

Abstract

For a good development of the sporting event management, research try to identify key points to obtain the maximum performance coinciding one part of the works in the study about the quality in services and satisfaction of the user. Not too much consensus were found in the research literature when was tried to use standard scales to valuate the perception of the spectators. The aim of this work is to define the utility of an expert�s method of reference, like is the Delphi, for the elaboration of a measure scale of the quality perceived by the sporting event spectators. To that purpose one questionnaire was subjected to the opinion of a panel of experts in sport management and to a sample of spectators, which determine that the key factors to valuate the quality in sporting event are: the tangibles, accessibility, the staff, the complementary services and the relation between spectators. From this work, it was able elaborate a scale to measure the perceived quality of spectators in sporting events known EVENTQUAL.

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