Sports services management using assessment tools: Net promoter score and importance-performance analaysi

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 inf...

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Detalles Bibliográficos
Autores: Gálvez-Ruiz, Pablo, Lara-Bocanegra, Alejandro, García Fernández, Jerónimo, Núñez-Sánchez, José M
Tipo de recurso: artículo
Estado:Versión publicada
Fecha de publicación:2025
País:España
Institución:Universidad de Sevilla (US)
Repositorio:idUS. Depósito de Investigación de la Universidad de Sevilla
OAI Identifier:oai:idus.us.es:11441/179714
Acceso en línea:https://hdl.handle.net/11441/179714
https://doi.org/10.1017/jmo.2025.9
Access Level:acceso abierto
Palabra clave:Sports Services Management
Net Promoter Score
Importance-Performance Analysis
Fitness Industry
Customer Experience
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spelling Sports services management using assessment tools: Net promoter score and importance-performance analaysiGálvez-Ruiz, PabloLara-Bocanegra, AlejandroGarcía Fernández, JerónimoNúñez-Sánchez, José MSports Services ManagementNet Promoter ScoreImportance-Performance AnalysisFitness IndustryCustomer ExperienceThe 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 servicemanagement, providing actionable insights to enhance customer satisfaction and competitive positioningCambridge Univ PressEducación Física y DeporteSEJ525: Gestión e Innovación en Servicios Deportivos, Ocio y Recreación2025info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionapplication/pdfapplication/pdfhttps://hdl.handle.net/11441/179714https://doi.org/10.1017/jmo.2025.9reponame:idUS. Depósito de Investigación de la Universidad de Sevillainstname:Universidad de Sevilla (US)InglésJournal of Management & Organization, 31 (5), 2301-2316.https://doi.org/10.1017/jmo.2025.9info:eu-repo/semantics/openAccessoai:idus.us.es:11441/1797142026-06-17T12:51:07Z
dc.title.none.fl_str_mv Sports services management using assessment tools: Net promoter score and importance-performance analaysi
title Sports services management using assessment tools: Net promoter score and importance-performance analaysi
spellingShingle Sports services management using assessment tools: Net promoter score and importance-performance analaysi
Gálvez-Ruiz, Pablo
Sports Services Management
Net Promoter Score
Importance-Performance Analysis
Fitness Industry
Customer Experience
title_short Sports services management using assessment tools: Net promoter score and importance-performance analaysi
title_full Sports services management using assessment tools: Net promoter score and importance-performance analaysi
title_fullStr Sports services management using assessment tools: Net promoter score and importance-performance analaysi
title_full_unstemmed Sports services management using assessment tools: Net promoter score and importance-performance analaysi
title_sort Sports services management using assessment tools: Net promoter score and importance-performance analaysi
dc.creator.none.fl_str_mv Gálvez-Ruiz, Pablo
Lara-Bocanegra, Alejandro
García Fernández, Jerónimo
Núñez-Sánchez, José M
author Gálvez-Ruiz, Pablo
author_facet Gálvez-Ruiz, Pablo
Lara-Bocanegra, Alejandro
García Fernández, Jerónimo
Núñez-Sánchez, José M
author_role author
author2 Lara-Bocanegra, Alejandro
García Fernández, Jerónimo
Núñez-Sánchez, José M
author2_role author
author
author
dc.contributor.none.fl_str_mv Educación Física y Deporte
SEJ525: Gestión e Innovación en Servicios Deportivos, Ocio y Recreación
dc.subject.none.fl_str_mv Sports Services Management
Net Promoter Score
Importance-Performance Analysis
Fitness Industry
Customer Experience
topic Sports Services Management
Net Promoter Score
Importance-Performance Analysis
Fitness Industry
Customer Experience
description 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 servicemanagement, providing actionable insights to enhance customer satisfaction and competitive positioning
publishDate 2025
dc.date.none.fl_str_mv 2025
dc.type.none.fl_str_mv info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
format article
status_str publishedVersion
dc.identifier.none.fl_str_mv https://hdl.handle.net/11441/179714
https://doi.org/10.1017/jmo.2025.9
url https://hdl.handle.net/11441/179714
https://doi.org/10.1017/jmo.2025.9
dc.language.none.fl_str_mv Inglés
language_invalid_str_mv Inglés
dc.relation.none.fl_str_mv Journal of Management & Organization, 31 (5), 2301-2316.
https://doi.org/10.1017/jmo.2025.9
dc.rights.none.fl_str_mv info:eu-repo/semantics/openAccess
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
application/pdf
dc.publisher.none.fl_str_mv Cambridge Univ Press
publisher.none.fl_str_mv Cambridge Univ Press
dc.source.none.fl_str_mv reponame:idUS. Depósito de Investigación de la Universidad de Sevilla
instname:Universidad de Sevilla (US)
instname_str Universidad de Sevilla (US)
reponame_str idUS. Depósito de Investigación de la Universidad de Sevilla
collection idUS. Depósito de Investigación de la Universidad de Sevilla
repository.name.fl_str_mv
repository.mail.fl_str_mv
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score 15.81155

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