Núm. 61 (2016)
Área 1. ADMINISTRACIÓN ORGANIZACIÓN Y GESTIÓN DEL DEPORTE / SPORTS ADMINISTRATION, ORGANIZATION AND MANAGEMENT

Relación entre satisfacción y lealtad de los usuarios de campamentos náuticos /Relation among satisfaction and loyalty of the users of nautical camps

Publicado febrero 29, 2016

Resumen

El objetivo principal de este artículo es medir la satisfacción y la lealtad mediante el compromiso psicológico y el boca / oído. Se analizaron un total de 350 encuestas del segmento de consumidores comprendido entre 6 y 12 años de edad y en el contexto de los campamentos náuticos. La medición de estas variables para el establecimiento posterior de relaciones causales entre ellas, se ejecutó teniendo en cuenta la edad de los consumidores, adaptando tanto las condiciones de la recogida de datos como el vocabulario del instrumento de medida. Los resultados obtenidos hacen referencia al compromiso psicológico como un indicador más de la satisfacción y al boca / oído como el único indicador válido para medir la intención futura. Entre la satisfacción y el boca / oído se establece una relación causal positiva.

PALABRAS CLAVE: Satisfacción, lealtad, campamentos náuticos.


ABSTRACT

The main objective of this paper is to measure satisfaction and loyalty through the psychological commitment and the word of mouth. We analyzed a total of 350 surveys of the consumer segment realized among 6 and 12 years of age, and in the context of the nautical camps. The measurement of these variables for the subsequent establishment of causal relationships between them, run taking into account the age of consumers, adapting both the conditions of data collection as the vocabulary of the measuring instrument. The results show to psychological commitment as one indicator of satisfaction and the word of mouth as the only valid indicator to measure the behavioural intentions. Between the satisfaction and the word of mouth a positive causal relationship is established.

KEYWORDS: Satisfaction, loyalty, nautical camps.

Citas

Alexandris, K., Dimitridais, N, & Kasiara, A. (2001). The behavioural consequences of perceived service quality: an exploratory study in the context of private fitness clubs in Greece. European Sport Management Quarterly, 1, 280-299. http://dx.doi.org/10.1080/16184740108721903

Alexandris, K., Zahariadis, P., Tsorbatzzoudis, C., & Grouios, G. (2002). Testing the sport commitment model in the context of exercise and fitness participation. Journal of Sport Behaviour, 25(3), 217-230.

Alexandris, K., Zahariadis, P., Tsorbatzzoudis, C., & Grouios, G. (2004). An empirical investigation of relationships among service quality, customer satisfactgion and psychological commitment in a health club context. European Sport Management Quartertly, 4, 36-52. http://dx.doi.org/10.1080/16184740408737466

Alexandris, K. & Kouthouris, C. (2005). Personal incentives for participation in summer children’s camps: investigating their relationships with satisfaction and loyalty. Managing Leisure, 10, 39-53. http://dx.doi.org/10.1080/13606710500086751

Bentler, P.M. (2002). EQS 6 Structural Equations Program Manual. Encino, CA: Multivariate Software (www.mvsoft.com).

Bjorngaard, J.H., Andersson, H.W., Ose, S.O. & Hanssen-Bauer, K. (2008). User satisfaction with child and adolescent mental health services. Soc Psychiatr Epidemiol, 43, 635-641. http://dx.doi.org/10.1007/s00127-008-0347-8

Bloemer, J., Ruyter, K, & Wetzels, M. (1999). Linking perceived service quality and service loyalty: a multi-dimensional perspective. European Journal of Marketing, 33(11/12), 1082-1106. http://dx.doi.org/10.1108/03090569910292285

Borrie, W. T., Christensen, N., Watson, A.E., Miller, T. A & McCollom, D.W. (2002). Public purpose recreation marketing: a focus on the relationships between the public and public lands. Journal of Park and Recreation Administration, 2(20), 49-68.

Calabuig, F., Burillo, P., Crespo, J. Mundina, J.J & Gallardo, L. (2010). Satisfacción y valor percibido en espectadores de atletismo. Revista Internacional de Medicina y Ciencias de la Actividad Física y del Deporte, 10 (40), 577-593. Disponible en http://cdeporte.rediris.es/revista/revista40/artsatisfaccion182.htm

Campisi, P., James, A., Hayward, L., Blaser. & Papsin, B. (2004). Cochlear implant positioning in children: a survey of patient satisfaction. International Journal of Pediatric Otorhinolaryngology. 68, 1289-1293. http://dx.doi.org/10.1016/j.ijporl.2004.04.032

Carpenter, P.J., Scanlan, T.K., Simons, J.P. & Lobel, M. (1993). A test of the sport commitment model using structural equation modelling. Journal of Sport & Exercise Psychology, 15, 119-133. Disponible en http://journals.humankinetics.com/AcuCustom/Sitename/Documents/DocumentItem/9090.pdf

Chesney, M., Lindeke, L., Johnson, L., Jukkala, A. & Lynch, S. (2005). Comparasion of child and parent satisfaction ratings of ambulatory pediatric subspeciality care. Journal of Pediatric Health Care, 221-229. http://dx.doi.org/10.1016/j.pedhc.2005.02.003

Crompton, J.L., Mackay, K.J. & Fesenmaier, D.R. (1991). Identifying dimensions of service quality in public recreation. Journal of Park and Recreation Administration, 9(3), 15-25.

Cronin, J.J. & Taylor, S.A. (1992). Measuring service quality: a reexamination and extension. Journal of Marketing, 56, 55-68. http://dx.doi.org/10.2307/1252296

Duda, J.L. & Nicholls, J.G. (1992). Dimensions of achievement motivation in schoolwork and sport. Journal of Education Psychology, 89(3), 290-299. http://dx.doi.org/10.1037/0022-0663.84.3.290

Ganesh, J., Arnold, M.J. & Reynolds, K.E. (2000). Understanding the customer base of service providers: an examination of the differences between switchers and stayers. Journal of Marketing, 64, 65-87. http://dx.doi.org/10.1509/jmkg.64.3.65.18028

Garson, G.D. (2007). Structural Equation Modeling (Electronic Version). Extraído el 20 Julio, 2010, de htpp://www2.chass.ncsu.edu/garson/pa765/structur.htm

Howat, G. & Murray, D. & Crilley, G. (1999). The relationships between service problems and perceptions of service quality, satisfaction, and behavioural intentions of Australian publics sports and leisure center customers. Journal of Park and Recreation Administration, 2(17), 42-.64.

James, J.D. (2001). The role of cognitive development and socialization in the initial development of team loyalty. Leisure Science, 23, 233-261. http://dx.doi.org/10.1080/01490400152809106

Jordan, K.A. & Leigh, J.H. (1984.). Race and sex of children in satisfaction and other factors associated with video games. Advances in Consumer Research, 1(11), 94-99.

Kyle, G.T., Graefe, A.R. & Absher, J.D. (2002). Determining appropriate prices for recreation on public lands. Journal of Park and Recreation Administration, 2(20), 69-89.

Kim, S. Y. & Kim, D. (1995). QUESC: an instrument for assessing the service quality of sport centers in Korea. Journal of Sport Management, 9, 208-220.

Leigh, J.H. & Jordan, K.A. (1984). The impact of age of children on satisfaction and satisfaction relationships: the case of video games. Advances in Consumer Research, 1(11), 324-328.

Luna-Arocas, R. & Mundina, J.J. (1998). La satisfacción del consumidor en el marketing del deporte. Revista de Psicología del Deporte, 13(7), 149-158.

McDougall, G.H. & Levesque, T. (2000). Customer satisfaction with services: putting perceived value into the equation. Journal of Services Marketing, 14(5), 392-410. http://dx.doi.org/10.1108/08876040010340937

McMullan, R. (2005). A multiple-item scale for measuring customer loyalty development. Journal of Services Marketing, 7(19), 470-481. http://dx.doi.org/10.1108/08876040510625972

Miguel, D.J. (2002). Calidad del servicio en el sector turístico. La Coruña: Netbiblo. http://dx.doi.org/10.4272/84-9745-020-5

Martin, J.J. & Smith, K. (2002). Friendship quality in youth disability sport: perceptions of a best friends. Adapted Physical Quarterly, 19, 472-482.

Murray, D. & Howat, G. (2002). The relationships among service quality, value, satisfaction, and future intentions of customers at an Australian sports and leisure centre. Sport Management Review, 5, 25-43. http://dx.doi.org/10.1016/S1441-3523(02)70060-0

Nathan, D.M, Thomas, A.C., Darig, W.R., Magnusson, A.R. & Hedges, J. R. (2002). Patient satisfaction in the emergency department. A survey of pediatric patients and their parents. Academic Emergency Medicine, 12 (9), 1379-1387.

Nunnally, J.C. (1978). Psychometric theory (2ª ed.). New York. McGraw Hill.

Nuviala, N.A. & Casajús, M.J. (2005). Calidad percibida del servicio deportivo en edad escolar desde la perspectiva de los padres el caso de la provincia de Huelva, 5(17), 1-12.

Oliver, R. (1997). Satisfaction: a behavioural perspective on the consumer. New York: McGraw Hill.

Park, S.H. (1996). Reltionships between involvement and attitudinal loyalty constructs in adult fitness programs. Journal of Leisure Research, 28(4), 233-250.

Petrick, J.F., Backman, S. J. & Bixler, R. D. (1999). An investigation of selected factor impact on golfer satisfaction and value perceived. Journal of Park and Recreation Administration, 17(1), 40-59.

Robertson, T.S., Rossiter, J.R. & Ward, S. (1985). Consumer satisfaction among children. Advances in Consumer Research, 1(12), 279-284.

Rust, R.T., Danher, P. J. & Varki, S. (2000). Using service quality data for competitive marketing decisions. International Journal of Service Industry Management, 5(11), 438-469. http://dx.doi.org/10.1108/09564230010360173

Scanlan, T.K., Simons, J.P., Carpenter, P.J., Schmidt, G.W. & Keeler, B. (1993). The sport commitment model: measurement development for the youth-sport domain. Journal of Sport & Exercise Psychology, 15, 16-38.

Schoefer, K. & Enew, C. (2005). The impact of perceived justice on consumers´ emotional responses to service complaint experiences. Journal of Services Marketing, 5(19), 261-270.

Shonk, D. J. & Chelladurai, P. (2008). Service quality, satisfaction, and intent to return in event sport tourism. Journal of Sport Management, 22, 587-602.

Stauss, B., Chojnacki, K., Decker, A. & Hoffmann, F. (2001). Retention effects of a customer club. International Journal of Service Industry Management, 1(10), 7-19. http://dx.doi.org/10.1108/09564230110382745

Tomas, S. R., Crompton, J. L. & Scott, D. (2003). Assessing service quality and benefits sought among zoological park visitors. Journal of Park and Recreation Administration, 2(21), 105-124.

Verkuyten, M. & Thijs, J. (2002). School satisfaction of elementary school children: the role of performance, peer relations, ethnicity and gender. Social indicators research, 59(2), 203-228. http://dx.doi.org/10.1023/A:1016279602893

Watts, C.E., Witt, P.A. & King, T. (2008). Predictors of outcomes for after-school program participants. Journal of Park and Recreation Administration, 26(2), 134-145.

Weiss, M.R. & Smith, A.L. (1999). Quality of youth sport friendships: measurement development and validation. Journal of Sport & Exercise Psychology, 21, 145-166.

Weiss, M.R. & Smith, A.L. (2002). Friendship quality in youth sport: relationship to age, gender, and motivation variables. Journal of Sport & Exercise Psychology, 24, 420-437.

White, C. & Yu, Y.T. (2005). Satisfaction emotions and consumer bahavioral intentions. Journal of Services Marketing, 6 (19), 411-420. http://dx.doi.org/10.1108/08876040510620184

Wu, L.M. & Chin, C.C. (2003). Factors related to satisfaction with body image in children undergoing chemotherapy. Kaohsioung Journal Medicine Science, 19(5), 217-223. http://dx.doi.org/10.1016/S1607-551X(09)70427-9

Zabriske, R.B. & McCormick, B.P. (2003). Parent and child perspective of family leisure involvement and satisfaction with family life. Journal of Leisure Research, 35(2), 163-189.

Zeithaml, V.A., Berry, L.L. & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of Marketing, 60, 31-46. http://dx.doi.org/10.2307/1251929