PRESENTATION OF AN INSTRUMENT FOR MEASURING UNIVERSITY SPORTS SERVICES OF REPRESENTATION

Abstract

The objective of this research was to create and validate a measurement instrument of the satisfaction level of university sports services of representation users. It is composed of 5 dimensions: human resources, activities, infrastructure, communication, and security. — the limitation of technical indicators to approach intangible matters of people, and the difficulty to assess the satisfaction perception of the user of sports services of representation in higher education establishments. This would allow intervention to improve the user's satisfaction perception in those services. An analysis of different instruments designed to measure the satisfaction of users in different contexts was carried out. The importance of sports in the university context lies in being an active part of the training processes that contributes to an integral education of the future professional. It is a resource that looks for academic permanence; it is a form of participation and university integration in local, national and international spheres. For the process of reliability and validation a content check process was carried out. To estimate the reliability (typical mistake of measure and coefficient of reliability) a design of data collection was used that reflects the different repetitions of the measuring process. The validation of criteria wasdone through the application of the Cronbach's Alpha statistics. The reliability of any measuring instrument guarantees the accuracy of the registered data, in this case. The tool allows relating user's satisfaction variables and decision making in the provision of the service assessed.