| Summary: | Purpose: This research focuses on the construction and validation of a scale designed to assess the quality of the supervised classes: Interaction on Supervised Classes Scale (ISCS).
Design/methodology/approach: This is a descriptive correlational study. For the construction of the scale three phases were performed in which different experts assessed the adequacy of the items. Finally, the psychometric properties of the final version were studied in a sample of 314 consumers (69.1% women) aged between 18 and 77 with an average of 39.33 years (SD=12.25).
Findings: The scale presents adequate validity and reliability, being a useful tool for measuring the interaction in Supervised Classes.
Research limitations/implications: The sampling, non-probabilistic or convenience, have taken the sample of a unique sports facility and the small sample size.
Practical implications: The ISCS allows managers to receive better feedback, allowing them to obtain deeper insight into the quality and satisfaction of the service. According to its results, the managers may implement different strategies to improve quality in a key service within sports centers.
Originality/value: For the first time the interaction between customers and between customers and employees is evaluated both inside and outside the center, a topic that had not yet been studied in the scientific literature. The scale can be applied to any type of directed activity, and will allow a greater understanding of the quality of service.
|
|---|