Identification of factors that influence the customer’s satisfaction of a recreational club by means of factorial analysis
Autor(a) principal: | |
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Data de Publicação: | 2007 |
Outros Autores: | , |
Tipo de documento: | Artigo |
Idioma: | por |
Título da fonte: | GEPROS. Gestão da Produção. Operações e Sistemas |
Texto Completo: | https://revista.feb.unesp.br/gepros/article/view/163 |
Resumo: | This paper aims at identifying the relevant aspects regarding the use of services offered in a recreational club located in the central region of the state of Rio Grande do Sul, according to the customers’ perception. The knowledge of these aspects by the club becomes fundamental so that some efforts can be employed towards the dimensions highlighted as the most important ones, aiming at increasing the level of satisfaction and customers´ fidelization. For this purpose, a satisfaction survey questionnaire was elaborated, investigating issues related to services delivered by the club. For the data analysis, a factorial analysis statistics tool was used, which is one of the multivaried analysis tools, and it was possible to obtain a linear structure reduced from the original data set, by summarizing the information contained in a number of variables into a smaller set of factors. Six variables were highlighted: good service delivered by the employees; concern with customers’ interests; trustability in the services delivered; recognition of the customers’ needs; waiting time to be served and adequate structure. The knowledge of the important aspects in the customer’s satisfaction collaborates in the quality improvement in the process and for the continuity of consumption. Keywords: Customer satisfaction; Service quality; Recreational club; Factorial analysis. |
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GEPROS. Gestão da Produção. Operações e Sistemas |
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Identification of factors that influence the customer’s satisfaction of a recreational club by means of factorial analysisIdentificação de fatores que influenciam na satisfação dos clientes de um clube recreativo por meio da análise fatorialThis paper aims at identifying the relevant aspects regarding the use of services offered in a recreational club located in the central region of the state of Rio Grande do Sul, according to the customers’ perception. The knowledge of these aspects by the club becomes fundamental so that some efforts can be employed towards the dimensions highlighted as the most important ones, aiming at increasing the level of satisfaction and customers´ fidelization. For this purpose, a satisfaction survey questionnaire was elaborated, investigating issues related to services delivered by the club. For the data analysis, a factorial analysis statistics tool was used, which is one of the multivaried analysis tools, and it was possible to obtain a linear structure reduced from the original data set, by summarizing the information contained in a number of variables into a smaller set of factors. Six variables were highlighted: good service delivered by the employees; concern with customers’ interests; trustability in the services delivered; recognition of the customers’ needs; waiting time to be served and adequate structure. The knowledge of the important aspects in the customer’s satisfaction collaborates in the quality improvement in the process and for the continuity of consumption. Keywords: Customer satisfaction; Service quality; Recreational club; Factorial analysis.Este trabalho busca identificar os aspectos relevantes sob a percepção dos clientes quanto à utilização dos serviços oferecidos em um clube recreativo, localizado na região central do Estado do Rio Grande do Sul. O conhecimento destes aspectos pelo clube, torna-se fundamental, para que seja possível direcionar esforços para as dimensões destacadas como mais importantes, objetivando aumentar o nível de satisfação e a fidelização dos clientes. Para tanto, foi elaborado um questionário de pesquisa de satisfação, que investigou questões referentes aos serviços prestados pelo clube. Para análise dos dados, utilizou-se a ferramenta estatística de análise fatorial, que constitui uma das ferramentas da análise multivariada e possibilitou obter uma estrutura linear reduzida do conjunto original de dados, por meio da sumarização da informação contida em um número de variáveis, em um conjunto menor de fatores. Seis variáveis foram destacadas: bom atendimento pelos funcionários; preocupação com os interesses do cliente; confiança nos serviços prestados; reconhecimento das necessidades do cliente; tempo de espera para ser atendido e estrutura adequada. O conhecimento dos aspectos que se apresentam de maior importância para a satisfação dos clientes, colabora para a melhoria da qualidade no processo e para a continuidade do consumo. Palavras-chave: Satisfação de cliente; Qualidade em serviços; Clube recreativo; Análise fatorial.A Fundacao para o Desenvolvimento de Bauru (FunDeB)2007-06-01info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionapplication/pdfhttps://revista.feb.unesp.br/gepros/article/view/16310.15675/gepros.v0i2.163Revista Gestão da Produção Operações e Sistemas; n. 2 (2007); Pag. 1671984-2430reponame:GEPROS. Gestão da Produção. Operações e Sistemasinstname:Universidade Estadual Paulista (UNESP)instacron:UNESPporhttps://revista.feb.unesp.br/gepros/article/view/163/148Zanella, Andreiade Lima, Leonardo SilvaLopes, Luis Felipe Diasinfo:eu-repo/semantics/openAccess2008-10-15T20:19:03Zoai:ojs.gepros.emnuvens.com.br:article/163Revistahttps://revista.feb.unesp.br/geprosPUBhttps://revista.feb.unesp.br/gepros/oaigepros@feb.unesp.br||abjabbour@feb.unesp.br1984-24301809-614Xopendoar:2008-10-15T20:19:03GEPROS. Gestão da Produção. Operações e Sistemas - Universidade Estadual Paulista (UNESP)false |
dc.title.none.fl_str_mv |
Identification of factors that influence the customer’s satisfaction of a recreational club by means of factorial analysis Identificação de fatores que influenciam na satisfação dos clientes de um clube recreativo por meio da análise fatorial |
title |
Identification of factors that influence the customer’s satisfaction of a recreational club by means of factorial analysis |
spellingShingle |
Identification of factors that influence the customer’s satisfaction of a recreational club by means of factorial analysis Zanella, Andreia |
title_short |
Identification of factors that influence the customer’s satisfaction of a recreational club by means of factorial analysis |
title_full |
Identification of factors that influence the customer’s satisfaction of a recreational club by means of factorial analysis |
title_fullStr |
Identification of factors that influence the customer’s satisfaction of a recreational club by means of factorial analysis |
title_full_unstemmed |
Identification of factors that influence the customer’s satisfaction of a recreational club by means of factorial analysis |
title_sort |
Identification of factors that influence the customer’s satisfaction of a recreational club by means of factorial analysis |
author |
Zanella, Andreia |
author_facet |
Zanella, Andreia de Lima, Leonardo Silva Lopes, Luis Felipe Dias |
author_role |
author |
author2 |
de Lima, Leonardo Silva Lopes, Luis Felipe Dias |
author2_role |
author author |
dc.contributor.author.fl_str_mv |
Zanella, Andreia de Lima, Leonardo Silva Lopes, Luis Felipe Dias |
description |
This paper aims at identifying the relevant aspects regarding the use of services offered in a recreational club located in the central region of the state of Rio Grande do Sul, according to the customers’ perception. The knowledge of these aspects by the club becomes fundamental so that some efforts can be employed towards the dimensions highlighted as the most important ones, aiming at increasing the level of satisfaction and customers´ fidelization. For this purpose, a satisfaction survey questionnaire was elaborated, investigating issues related to services delivered by the club. For the data analysis, a factorial analysis statistics tool was used, which is one of the multivaried analysis tools, and it was possible to obtain a linear structure reduced from the original data set, by summarizing the information contained in a number of variables into a smaller set of factors. Six variables were highlighted: good service delivered by the employees; concern with customers’ interests; trustability in the services delivered; recognition of the customers’ needs; waiting time to be served and adequate structure. The knowledge of the important aspects in the customer’s satisfaction collaborates in the quality improvement in the process and for the continuity of consumption. Keywords: Customer satisfaction; Service quality; Recreational club; Factorial analysis. |
publishDate |
2007 |
dc.date.none.fl_str_mv |
2007-06-01 |
dc.type.driver.fl_str_mv |
info:eu-repo/semantics/article info:eu-repo/semantics/publishedVersion |
format |
article |
status_str |
publishedVersion |
dc.identifier.uri.fl_str_mv |
https://revista.feb.unesp.br/gepros/article/view/163 10.15675/gepros.v0i2.163 |
url |
https://revista.feb.unesp.br/gepros/article/view/163 |
identifier_str_mv |
10.15675/gepros.v0i2.163 |
dc.language.iso.fl_str_mv |
por |
language |
por |
dc.relation.none.fl_str_mv |
https://revista.feb.unesp.br/gepros/article/view/163/148 |
dc.rights.driver.fl_str_mv |
info:eu-repo/semantics/openAccess |
eu_rights_str_mv |
openAccess |
dc.format.none.fl_str_mv |
application/pdf |
dc.publisher.none.fl_str_mv |
A Fundacao para o Desenvolvimento de Bauru (FunDeB) |
publisher.none.fl_str_mv |
A Fundacao para o Desenvolvimento de Bauru (FunDeB) |
dc.source.none.fl_str_mv |
Revista Gestão da Produção Operações e Sistemas; n. 2 (2007); Pag. 167 1984-2430 reponame:GEPROS. Gestão da Produção. Operações e Sistemas instname:Universidade Estadual Paulista (UNESP) instacron:UNESP |
instname_str |
Universidade Estadual Paulista (UNESP) |
instacron_str |
UNESP |
institution |
UNESP |
reponame_str |
GEPROS. Gestão da Produção. Operações e Sistemas |
collection |
GEPROS. Gestão da Produção. Operações e Sistemas |
repository.name.fl_str_mv |
GEPROS. Gestão da Produção. Operações e Sistemas - Universidade Estadual Paulista (UNESP) |
repository.mail.fl_str_mv |
gepros@feb.unesp.br||abjabbour@feb.unesp.br |
_version_ |
1800215695024193536 |