Análise da qualidade do serviço e do valor em eventos de esporte e atividade física na visão dos participantes

ABSTRACT

This research aims to evaluate the perception of service quality in a public sports event and its value to the community. The conceptual proposal of Ko and Pastore (2005) was used to measure the quality of service. The sample consisted of 376 participants. We used confirmatory factorial analysis and the structural equations model to analyze the data. Both measurement and structural models indicated good psychometric qualities. The results have suggested that the quality of service could be evaluated from the activities offered, qualification of the professionals, the interaction between the participants and a good atmosphere in the event. In addition, the perception of quality has showed a positive impact on the value of the event for the community.

Keywords:
Quality Management; Services Research; Sports; Predictive Value