Escala de evaluación de la calidad del servicio por los espectadores de eventos deportivos

Resumen

The sport activity is a social, economic and global cultural phenomenon. Contemporary societies are witnessing a notable expansion in the consumption of sport events. This sports activity can be based on the logic of an appropriate object designed for the entertainment industry. Research on quality of service is a big challenge to be undertaken by service organizations. Several authors consider the evaluation of quality as a multidimensional process. A key challenge is to determine how we can measure the quality of service. It has been accepted that the quality of sports services should be that which is perceived by customers. Therefore, companies and sports organizations promoting events must satisfy market needs, providing the quality desired by its stakeholders. The growing entertainment aspect of sports events, known as sportainment stands out even more. The spectator behavior at demonstrated at sporting events is assumed as a matter of relevant interest. It is therefore important to develop studies that help to further explain the reasons that attract spectators to sport events and seek factors that generate satisfaction and the loyal viewers of sport events.