2026-05-29T21:32:52Zhttps://riuma.uma.es/rest/oai/requestoai:riuma.uma.es:10630/392012026-02-03T10:54:31Zcom_10630_2254col_10630_37953
RIUMA. Repositorio Institucional de la Universidad de Málaga
author
Gálvez Ruiz, Pablo
author
Lara-Bocanegra, Alejandro
author
García Fernández, Jerónimo
author
Núñez-Sánchez, José Manuel
2025-07-02T09:17:47Z
2025-07-02T09:17:47Z
2025-05
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.
https://hdl.handle.net/10630/39201
10.1017/jmo.2025.9
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.
eng
Attribution 4.0 Internacional
Deportes - Gestión
Servicio al cliente
Satisfacción del cliente
Sports services management using assessment tools: net promoter score and importance-performance analysis
journal article
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URL
https://riuma.uma.es/bitstreams/131dc3a9-a554-42e7-b1a0-5bdec3a64ab0/download
File
MD5
da24381a26ee9c6f8b4176a17f7d0269
781814
application/pdf
sports-services-management-using-assessment-tools-net-promoter-score-and-importance-performance-analaysis.pdf