Evaluación de la calidad del servicio de clubes de gimnasia artística en la ciudad de Medellín

Abstract

This research aims to describe users’ perceptions regarding the quality of services provided by artistic gymnastics clubs in the city of Medellín. Service quality was assessed using the SERVQUAL model, which was adapted into a questionnaire to evaluate different service areas. The instrument was administered to 67 participants, consisting of parents and/or guardians of athletes from the artistic gymnastics clubs in Medellín.The findings revealed that the area with the most favorable perception was administrative management and resource allocation, receiving a positive rating of 72% from respondents. This result reflects a perception of good service quality, although not one of complete satisfaction. In contrast, the area with the least favorable results, while still maintaining a positive evaluation, was empathy and individualized attention, with a satisfaction rate of 68%. It can be concluded that users have a positive perception of the quality of services offered by artistic gymnastics clubs in Medellín. Most of the evaluated aspects obtained favorable results, indicating that, overall, users are satisfied with the services they receive.