Relación entre satisfacción y lealtad de los usuarios de campamentos náuticos

• Segado Segado, F. ^[1] ; Alonso Roque, J.I. ^[2] ; Rocha Simões, M.C. ^[3]
  1. [1] Universidad Católica San Antonio

     Universidad Católica San Antonio

     Murcia, España

     
  2. [2] Universidad de Murcia

     Universidad de Murcia

     Murcia, España

     
  3. [3] Faculdade de Motricidade Humana

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• Localización: Revista Internacional de Medicina y Ciencias de la Actividad Física y del Deporte, ISSN-e 1577-0354, Vol. 16, Nº. 61, 2016, págs. 17-32
• Idioma: español
• DOI: 10.15366/rimcafd2016.61.002
• Títulos paralelos:
  • Relation among satisfaction and loyalty of the users of nautical camps
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• Dialnet Métricas: 1 Cita
• Resumen
  • español

    El objetivo principal de este artículo es medir la satisfacción y la lealtad mediante el compromiso psicológico y el boca / oído. Se analizaron un total de 350 encuestas del segmento de consumidores comprendido entre 6 y 12 años de edad y en el contexto de los campamentos náuticos. La medición de estas variables para el establecimiento posterior de relaciones causales entre ellas, se ejecutó teniendo en cuenta la edad de los consumidores, adaptando tanto las condiciones de la recogida de datos como el vocabulario del instrumento de medida. Los resultados obtenidos hacen referencia al compromiso psicológico como un indicador más de la satisfacción y al boca / oído como el único indicador válido para medir la intención futura. Entre la satisfacción y el boca / oído se establece una relación causal positiva

  • English

    The main objective of this paper is to measure satisfaction and loyalty through the psychological commitment and the word of mouth. We analyzed a total of 350 surveys of the consumer segment realized among 6 and 12 years of age, and in the context of the nautical camps. The measurement of these variables for the subsequent establishment of causal relationships between them, run taking into account the age of consumers, adapting both the conditions of data collection as the vocabulary of the measuring instrument. The results show to psychological commitment as one indicator of satisfaction and the word of mouth as the only valid indicator to measure the behavioural intentions. Between the satisfaction and the word of mouth a positive causal relationship is established.

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