<?xml version="1.0" encoding="ISO-8859-1"?><article xmlns:mml="http://www.w3.org/1998/Math/MathML" xmlns:xlink="http://www.w3.org/1999/xlink" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance">
<front>
<journal-meta>
<journal-id>1657-6276</journal-id>
<journal-title><![CDATA[Pensamiento & Gestión]]></journal-title>
<abbrev-journal-title><![CDATA[Pensam. gest.]]></abbrev-journal-title>
<issn>1657-6276</issn>
<publisher>
<publisher-name><![CDATA[Fundación Universidad del Norte - Barranquilla, Colombia.]]></publisher-name>
</publisher>
</journal-meta>
<article-meta>
<article-id>S1657-62762019000200086</article-id>
<article-id pub-id-type="doi">10.14482/pege.47.5332</article-id>
<title-group>
<article-title xml:lang="es"><![CDATA[Evaluación de la calidad percibida del servicio en un encuentro deportivo: caso de estudio un partido de fútbol]]></article-title>
<article-title xml:lang="en"><![CDATA[Evaluation of the perceived quality of the service in a sporting event: case study a football game]]></article-title>
</title-group>
<contrib-group>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Alvarez Cano]]></surname>
<given-names><![CDATA[Ana Milena]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Ospina Galindez]]></surname>
<given-names><![CDATA[Johann Alexis]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
</contrib-group>
<aff id="Af1">
<institution><![CDATA[,Universidad Iberoamericana de México  ]]></institution>
<addr-line><![CDATA[ ]]></addr-line>
</aff>
<aff id="Af2">
<institution><![CDATA[,Universidad Autónoma de Occidente  ]]></institution>
<addr-line><![CDATA[ ]]></addr-line>
<country>Colombia</country>
</aff>
<pub-date pub-type="pub">
<day>00</day>
<month>12</month>
<year>2019</year>
</pub-date>
<pub-date pub-type="epub">
<day>00</day>
<month>12</month>
<year>2019</year>
</pub-date>
<numero>47</numero>
<fpage>86</fpage>
<lpage>110</lpage>
<copyright-statement/>
<copyright-year/>
<self-uri xlink:href="http://www.scielo.org.co/scielo.php?script=sci_arttext&amp;pid=S1657-62762019000200086&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://www.scielo.org.co/scielo.php?script=sci_abstract&amp;pid=S1657-62762019000200086&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://www.scielo.org.co/scielo.php?script=sci_pdf&amp;pid=S1657-62762019000200086&amp;lng=en&amp;nrm=iso"></self-uri><abstract abstract-type="short" xml:lang="es"><p><![CDATA[Resumen En este trabajo se identificaron los factores determinantes de la calidad del servicio y sus efectos en el nivel de satisfacción de los espectadores de un partido de futbol. A partir de la revisión de la literatura y el conocimiento empírico, se elaboró una escala de medición de veinticuatro ítems para la evaluación de la calidad percibida y tres ítems para la medición de los niveles de satisfacción. Las variables seleccionadas se validaron mediante el índice KMO, de modo que se obtuvo un valor significativamente bueno de 0,72. Luego, mediante el análisis factorial exploratorio, se agruparon las variables en cuatro factores de la calidad del servicio: infraestructura, presentación, servicio central y servicio al cliente. Finalmente, mediante el análisis factorial confirmatorio y la aplicación del modelo de regresión lineal múltiple se identifica que la infraestructura y el servicio al cliente son los factores determinantes de la satisfacción.]]></p></abstract>
<abstract abstract-type="short" xml:lang="en"><p><![CDATA[Abstract The purpose of this research is to identify the determinant factors and their effects on the satisfaction level of football match fans. Based on the review of the academic framework and the empirical knowledge, a measurement scale was created with twenty-seven items, twenty-four of them oriented to measure out the perceived quality and other three items valued the satisfaction level. All items were validated with KMO test, and the result was 0,72, meaning a middling result, and then, through the exploratory factor analysis, all variables were grouped in four factors of quality service: infrastructure, exhibiting, central service and customer service. Finally, through confirmatory factor analysis and the application of the multiple linear regression model it is identified that infrastructure and customer service are the most determining satisfaction factors. JEL classification: M31.]]></p></abstract>
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<kwd lng="en"><![CDATA[quality of service]]></kwd>
<kwd lng="en"><![CDATA[factors]]></kwd>
<kwd lng="en"><![CDATA[satisfaction.]]></kwd>
</kwd-group>
</article-meta>
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