Importance-Performance Analysis applied to a Specialized Center for Tennis Sport Technification (SCTST)

Abstract

The aim of this study was to evaluate the characteristics of the services of a Specialised Centre for Tennis Sport Technification (SCTST) through an Importance-Performance Analysis (IPA) carried out by its internal and external customers. However, although there are studies related to sports centres in Spain, there is none that focuses on SCTST, and that can also investigate the perceptions of their different customers and present an analysis segmented by customer characteristics. A total of 128 clients of the SCTST participated in the study, 102 being men and the remaining 26 women, with an average age of 43.81 (SD = 13.60). As a measurement instrument, the online questionnaire was applied, with questions on customer characteristics (sociodemographics) and a behavioural measure, consisting of 29 items. As a result of the data obtained, IPA analysis was performed mainly according to sex and type of relationship of the clients with the SCTST, taking into account the discrepancies between the mean scores obtained in evaluation and importance. The main findings indicate that all attributes can be improved, but special emphasis should be placed on the rates and state of conservation of the SCTST sports facilities.