Uso del método Delphi para la elaboración de una medida de la calidad percibida de los espectadores de eventos deportivos (Using Delphi method to develop a measure of perceived quality of sport event spectators)
DOI:
https://doi.org/10.47197/retos.v0i15.34993Keywords:
Método Delphi, calidad de servicio, eventos deportivos, gestión del deporte ( Delphi method, perceived quality, sporting event, sport management)Abstract
Para el buen desarrollo de la gestión de eventos deportivos, la investigación trata de identificar los puntos clave para obtener el máximo rendimiento, coincidiendo una parte de los trabajos en el estudio de la calidad de servicio y la satisfacción del usuario. En la literatura se encuentra poco consenso en el uso de escalas estandarizadas para valorar las percepciones del espectador. El objetivo de este trabajo es definir la utilización de un método de consulta de expertos, como es el Delphi, para la elaboración de una escala de medida de la calidad percibida de los espectadores de eventos deportivos. Para ello se somete un cuestionario a la opinión de un panel de expertos en gestión deportiva y una muestra de espectadores, los cuales determinan que los factores clave para la calidad de los eventos deportivos son los tangibles, la accesibilidad, el personal, los servicios complementarios y las relaciones entre espectadores. A partir de este trabajo, se pudo elaborar una escala de medida de la calidad percibida por los espectadores de eventos deportivos conocida como EVENTQUAL.
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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