Abstract

MATUS-CASTILLO, Carlos et al. Approach to the perceived quality of a university sports service. A case study. Rev Podium [online]. 2023, vol.18, n.2  Epub Aug 10, 2023. ISSN 1996-2452.

The young and adult population of Chile presents high levels of physical inactivity and sedentary lifestyle, which coincides with the age ranges of university students. In this sense, there is little scientific evidence that has studied the quality of sports services provided by higher education institutions, both at the Latin American and Chilean levels. Therefore, this study aimed to evaluate the quality of the service of the Sports and Recreation Unit of the Universidad Católica de la Santísima Concepción de Chile, through the perception expressed by students who attend sports and physical activity workshops. The SERVPERF questionnaire was applied, which measures five dimensions: tangible elements, reliability, response capacity, security and empathy, according to the degree of user satisfaction. The research had a quantitative and descriptive approach. The sample consisted of 70 participants (55 women and 15 men). In general, the results showed a good perception and evaluation of all the dimensions of the questionnaire. The security dimension was the best valued and the tangible elements dimension was the one that showed the lowest evaluation.

Keywords : Quality; questionnaire; perception; sports services; university..

        · abstract in Spanish | Portuguese     · text in English | Spanish     · English ( pdf ) | Spanish ( pdf )