Livro de ATAS_Desporto e CiÃªncia 2011.pdf - DigitUMa

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Atas/Proceedings Seminário Desporto e Ciência 2011 244 de 520 Qualidade dos Serviços das Piscinas Públicas Cobertas da Região Autónoma da Madeira Service Quality of Public Swimming Pools in Madeira António Miguel Trindade Pita Nunes de Castro Universidade da Madeira Mestrando em Atividade Física e Desporto miguel.castro79@gmail.com Jorge Alexandre Pereira Soares Universidade da Madeira Centro de Investigação em Desporto, Saúde e Desenvolvimento Humano Centro de Ciências Sociais Departamento de Educação Física e Desporto j.soares@uma.pt RESUMO O propósito do estudo é avaliar a qualidade do serviço das onze piscinas públicas cobertas da Madeira e Porto Santo que se enquadram no setor lazer e recreação, quer no âmbito da atividade de nado livre, quer no âmbito da atividade ou serviço prestado pelos clubes ou outras entidades, a quem são concedidas as pistas/espaços para realizar as suas atividades. O estudo deverá envolver uma amostra superior a 400 praticantes do setor não federado com idades superiores a 16 anos e que frequentem a piscina há mais de três meses. Será validado e aplicado um questionário individual anónimo. Com os resultados do estudo esperamos identificar a qualidade do serviço a partir da satisfação dos praticantes. Os resultados permitirão aumentar o conhecimento sobre o perfil dos praticantes e a percepção de dois grupos de praticantes (os do nado livre e os dos
Atas/Proceedings Seminário Desporto e Ciência 2011 245 de 520 grupos dos clubes) sobre as componentes do serviço e das instalações que merecem ser melhoradas. PALAVRAS-CHAVE: Qualidade dos Serviços; Satisfação dos Clientes; Piscinas Públicas. ABSTRACT The purpose of this study is to evaluate the quality of services provided on eleven public swimming pools in Madeira and Porto Santo in terms of individual swimming or services promoted by sports clubs or other entities, using the lanes to develop its activities. The study must include a sample larger than 400 amateur swimmers with ages over 16 that already use the swimming pool for a minimum period of 3 months. An individual and anonymous questionnaire will be applied and validated. As a result from this study we expect to measure the quality of service from the user’s level of satisfaction. The results will allow a better understanding of the swimmers profile and the perception on both service and infrastructure components that must be improved from two different groups’ point of view (individual swimmers and club swimmers). KEYWORDS: Quality of services, Customers Satisfaction, Public Swimming Pools. I – Introdução A natação é vista como uma actividade desportiva bastante completa, por produzir benefícios em todos os sistemas e funções do corpo humano, contribuindo para a prevenção de doenças ou a sua melhoria. Num estudo desenvolvido por Marivoet (2001), apenas 19% da população portuguesa realizava exercício físico com regularidade, no âmbito do desporto de lazer. Das modalidades
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