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Value, satisfaction and loyalty in padel consumption : analysis of the relational component of the service in expectations and perceived quality
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Advisor(s)
Abstract(s)
O desenvolvimento da investigação sobre a qualidade da interação entre os clientes e os colaboradores, enquanto determinante da qualidade percebida dos serviços desportivos, é importante para compreender o seu impacto na satisfação e lealdade dos consumidores. Este estudo utilizou o American Customer Service Index (ACSI) para analisar o valor percebido, a satisfação e a lealdade dos clientes de clubes de padel, com base nas suas expectativas e na qualidade percebida da interação com os colaboradores. Conduzido em seis clubes de padel em Lisboa, Portugal, este estudo aplicou 254 questionários a clientes, analisados através de modelos de equações estruturais. Os resultados confirmam a relevância do modelo para estudar a lealdade dos clientes em clubes desportivos e sustentam a influência direta das expectativas e da qualidade percebida na lealdade. As conclusões destacam a importância de gerir as expectativas dos clientes, considerando os aspetos psicológicos das interações entre clientes e colaboradores, como a empatia e a simpatia. Os resultados sublinham a necessidade de investir em recursos humanos e nas suas competências relacionais com os consumidores desportivos .
The development of research on the quality of customer-staff interaction, as a determinant of the perceived quality of sport services, is important for understanding its impact on consumer satisfaction and loyalty. This study used the American Customer Service Index to analyse the perceived value, satisfaction and loyalty of padel club customers based on their expectations and perceived quality of interaction with staff. Conducted in six padel clubs in Lisbon, Portugal, this study applied 254 questionnaires to customers and analysed them using structural equation modelling. The results confirm the model’s relevance for studying customer loyalty in sport clubs and support the direct influence of expectations and perceived quality on loyalty. The findings highlight the importance of managing customers’ expectations, which should account for the psychological aspects of customers-staff interactions, such as empathy and kindness. The findings stress the need for investing in human resources and their relational skills with sport consumers
The development of research on the quality of customer-staff interaction, as a determinant of the perceived quality of sport services, is important for understanding its impact on consumer satisfaction and loyalty. This study used the American Customer Service Index to analyse the perceived value, satisfaction and loyalty of padel club customers based on their expectations and perceived quality of interaction with staff. Conducted in six padel clubs in Lisbon, Portugal, this study applied 254 questionnaires to customers and analysed them using structural equation modelling. The results confirm the model’s relevance for studying customer loyalty in sport clubs and support the direct influence of expectations and perceived quality on loyalty. The findings highlight the importance of managing customers’ expectations, which should account for the psychological aspects of customers-staff interactions, such as empathy and kindness. The findings stress the need for investing in human resources and their relational skills with sport consumers
Description
Keywords
ACSI Clube desportivo Consumidor desportivo Expectativas Gestão desportiva Interação cliente-colaborador Lealdade Padel Qualidade percebida Recursos humanos Satisfação Valor percebido ACS Customer-staff interaction Expectations Human resources Loyalty Padel Perceived quality Perceived value Satisfaction Sport club Sport consumer Sport management