Validação do instrumento SQAS (Service Quality Assessment Scale) para o cenário brasileiro

Detalhes bibliográficos
Ano de defesa: 2014
Autor(a) principal: Fett, Marcelo André
Orientador(a): Não Informado pela instituição
Banca de defesa: Não Informado pela instituição
Tipo de documento: Dissertação
Tipo de acesso: Acesso aberto
Idioma: por
Instituição de defesa: Universidade Federal de Mato Grosso
Brasil
Faculdade de Educação Física (FEF)
UFMT CUC - Cuiabá
Programa de Pós-Graduação em Educação Física
Programa de Pós-Graduação: Não Informado pela instituição
Departamento: Não Informado pela instituição
País: Não Informado pela instituição
Palavras-chave em Português:
Link de acesso: http://ri.ufmt.br/handle/1/4582
Resumo: The increase in the number of gyms is a worldwide and Brazilian phenomenon. Knowing the quality of the service of this segment is important both economically and for the health area. The objective of the present study was to analyze the applicability of the Service Quality Assessment Scale (SQAS): An Instrument for Evaluating Service Quality of Health-Fitness Clubs of the services offered by gyms and Health Clubs from Brazil. Methods: A questionnaire containing 40 SQAS questions based on 6 dimensions was applied. The sample comprised participants (n = 417) from six gyms in the state of Mato Grosso, Brazil. Results: Through an exploratory factor analysis (AFE) of the data collected, six factors emerged after the removal of some items, with 35 items with a coefficient of 0.40 or higher, without double loading: Personal (8 items, = 0.873), Program (5 items, = 0.929), Locker room (5 items, = 0.829), Physical Installation/Building (6 items, = .877), Training Area (5 items, = 0.981), Children's Space (6 items, α = 0.981). Conclusion: The revised Brazilian version of the SQAS includes 35 items and presented consistent psychometric properties. All these items are important for the entrepreneur to develop their business, with emphasis on children's space items and program, which have obtained the highest psychometric indexes. The SQAS has the ability to point out the items that weigh the most for the evaluation of the customers for the service received.