Municipal Sports Services Quality Management. Use of the EFQM Model

Abstract

The object of the research is to understand the level of quality management of municipal sports services in municipalities with more than 10.000 inhabitants and less than 25.000, the most numerous in the region of Murcia, Spain, under the paradigm of the EFQM model through self-assessment of internal- customers workers. It is an observational study, of a transversal-cut with an intentional non-probabilistic sampling. The total sample consists of 88 internal- customers workers of which 51 are men (58%) and 37 women (42%). To compare the values ​​of the different subscales, the parametric t test from Student for paired samples was used, the reliability of the model by internal consistency, Cronbach's alpha coefficient, significance level p ≤.05, in the confirmatory factor analysis, the program LISREL version 8.54 was used. The data analysis was performed using the statistical program SPSS 17.0. Municipal Sports Services broadly exceed, in score, in all criteria Leadership (67), Policy and Strategy(42), People management (50), Alliances and Resources (48), Processes (76) Results for external customers (127 ) Results in people (52), Results in Society (36) and Key Results (101) for Sports Service of the University of Murcia, Vigo and Seville, as well as the people management, results in customers and key results, the Sports Promotion Service of the Polytechnic University of Cartagena, exceeding theses ones in the rest of criteria. These municipal services have been exceeded in eight of the nine criteria except for the criterion Key Results for the Sports Activities Service of the Catholic University of San Antonio. Its strengths are Leadership and Key Results and its weaknesses the criterion of Policy and Strategy and Alliances and Resources.