RT Journal Article
T1 Sports services management using assessment tools: net promoter score and importance-performance analysis
A1 Gálvez Ruiz, Pablo
A1 Lara-Bocanegra, Alejandro
A1 García Fernández, Jerónimo
A1 Núñez-Sánchez, José Manuel
K1 Deportes - Gestión
K1 Servicio al cliente
K1 Satisfacción del cliente
AB The evaluation of services has become a common strategy in service management, and there is a wide variety of tools available. The objective was to evaluate user satisfaction at a sports center using the Net Promoter Score (NPS) and Importance-Performance Analysis (IPA) techniques, comparing the information provided by each. To this end, this study involved 1,433 users of a sports center, analyzing the responses to the NPS® tool and subsequently to the IPA tool developed ad hoc with 11 attributes. The NPS® tool revealed 29.58% detractors, 30.36% passives, and 40.06% promoters, highlighting a negative impact on the overall score. The IPA tool offered detailed insights into attributes varying across the three NPS groups, identifying four critical attributes requiring strategic attention, enabling segmented marketing strategies. This research demonstrates the complementary value of combining NPS and IPA tools for strategic service management, providing actionable insights to enhance customer satisfaction and competitive positioning.
PB Cambridge University Press
YR 2025
FD 2025-05
LK https://hdl.handle.net/10630/39201
UL https://hdl.handle.net/10630/39201
LA eng
NO Gálvez-Ruiz, P., Lara-Bocanegra, A., García-Fernández, J., & Núñez-Sánchez, J. M. (2025). Sports services management using assessment tools: Net promoter score and importance-performance analaysis. Journal of Management & Organization, 1-16.
DS RIUMA. Repositorio Institucional de la Universidad de Málaga
RD 22 ene 2026