Evaluación de la Calidad del Servicio en el Instituto Mnicipal de Recreación y Deportes de Tocancipá Utilizando el modelo SERVQUAL (2024)

This study assessed the perceived service quality among users of the Municipal Institute of Recreation and Sports of Tocancipá (IMRDT) in 2024, using the SERVQUAL model. A quantitative, descriptive, and cross-sectional design was employed. The sample consisted of 1,631 users, selected through probabilistic sampling, with a 99% confidence level and a 2.4% margin of error. The instrument, previously validated in Latin American contexts, included 21 items across five dimensions: tangibility, reliability, responsiveness, assurance, and empathy. Data analysis was conducted using SPSS v.20.1 through descriptive statistics (mean and variance). Results showed high and homogeneous ratings in the dimensions of assurance, responsiveness, and empathy, while the tangibility dimension exhibited greater variability. Statistically significant differences were identified in the perception of service quality across certain items (p < 0.05), particularly those related to infrastructure. These findings align with previous research (Cárdenas, 2018; Muñoz, 2022), which highlights the critical role of physical resources in shaping service perceptions in sports contexts. The results provide a basis for targeted improvement strategies aimed at strengthening institutional management and enhancing user satisfaction.