Review of the Instruments of Measure of the Quality in the Sports Services

Abstract

Customers' purchasing decisions depend on the value, not just on price. The quality, satisfaction and value perceived by the customer are the key factors to take into account for the loyalty of the same over time. The aim of this study is to analyze the scales and instruments of quality measurement developed by the authors, from 1998 to the present, in the sports services sector, presenting their main characteristics. We have found 27 quality measurement tools in the context of sports services, many of them based on the SERVQUAL and SERVPERF scales. After analyzing the different scales, it is possible to conclude that any scale with the aim of measuring quality, satisfaction and value perceived by the customer must consider the quality in: Facilities (sports and complementary, accessibility, cleaning ...), equipment and materials, environment, physical activity programs (activities, schedules, flexibility of schedules ...), customer service and communication, security and reliability, price (regarding perceived service and respect to the market of reference), brand of the organization, and personal relationships customers and employees) inside and outside of the sports facilities.