Creation and Evaluation of Psychometric Qualities of the Questionnaire of Customer Satisfaction with the Services in Physical Education (QCSSPE)

Authors

  • Marcela Almeida Zequinão Centro de Ciências da Saúde e do Esporte - CEFID/UDESC
  • Fernando Luiz Cardoso Centro de Ciências da Saúde e do Esporte - CEFID/UDESC

Keywords:

Customer satisfaction, Physical Education and training, questionnaire, validation studies.

Abstract

Objective: To build and evaluate the Questionnaire of Customer Satisfaction with the Services in Physical Education (QCSSPE). Method and Results: We evaluated the instrument construct using content rating (M=9,08), clarity (95,7%) and the factorial analyses (three factors). Besides that, we tested the reliability using the split half technique (r=0,772) and the internal consistence (?=0,686). Conclusion: QCSSPE showed good reproducibility and internal consistency in terms of reliability and can be considered clear and valid to measure perceived quality, customer expectations before using the service and the occurrence of problems such as determinants of consumer satisfaction in Florianópolis.

Author Biographies

Marcela Almeida Zequinão, Centro de Ciências da Saúde e do Esporte - CEFID/UDESC

Formada em Educação Física - Licenciatura, no Centro de Ciências da Saúde e do Esporte. na Universidade do Estado de Santa Catarina.

Fernando Luiz Cardoso, Centro de Ciências da Saúde e do Esporte - CEFID/UDESC

Professor Doutor do Programa de Pós-Graduação em Ciências do Movimento Humano, no Centro de Ciências da Saúde e do Esporte, da Universidade do Estado de Santa Catarina.

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Published

2013-04-21

Issue

Vol. 35 No. 2 (2013)

Section

Artigos Originais