TOWARDS EMOTIONAL QUALITY SERVICE ORIENTED SPORTS ORGANIZATIONS CHILD POPULATION: A QUALITATIVE ANALYSIS

Abstract

Rocío Pérez-López, Verónica Morales-Sánchez, M. Teresa Anguera y Antonio Hernández-Mendo

In recent years an increasing need to manage the sports services offered by organisations in a more efficient way has been observed. Because of this, the study into the total quality must be considered as an essential aspect in the management of municipal sports services. Within business philosophy vital attention is paid in knowing what the key aspects so that sports organisations can offer a superior service to those people who are the pillar in their organisation, namely, their users. From there the main objective is to analyse the Total Quality in child sports services organisations (from 8 to 12 years old). Individual interviews were carried out and the content of which was submitted into the qualitative analysis program Atlas.ti 6.2.27. According to the obtained results, the perceptions and expectations of these young users agree with emphasising the importance of relational quality over functional quality, highlighting the emotional aspects between staff and its users. However, they don’t forget to highlight the importance of some tangible aspects such as hygiene and image of the facilities and equipment.