Análise da qualidade de serviço do pavilhão gimnodesportivo da Universidade Eduardo Mondlane durante eventos desportivos: caso de estudo FIBA Africa Women’s Champions Cup Maputo 2022

Abstract

This research focuses on the analysis of service quality at the Pavilhão Gimnodesportivo da Universidade Eduardo Mondlane (PGUEM) during the FIBA Africa Women’s Champions Cup Maputo 2022. The main objective was to evaluate the quality of services provided by PGUEM throughout the event. A mixed-methods approach was adopted, combining quantitative and qualitative data. The quantitative component was based on the SERVQUAL questionnaire, which enabled the measurement of the gap between expectations and perceptions among different groups of users. The qualitative component consisted of semi-structured interviews with those responsible for managing the PGUEM and members of the event's local organizing committee, complemented by an inspection checklist aimed at deepening the understanding of the venue’s operational and management processes. The findings revealed an overlap of management models, the absence of a systematic maintenance plan, and a lack of specific training among managers—factors that contribute to the facility operating at its functional and safety limits. Financial unsustainability was also observed, which specifically compromises the facility’s maintenance. The inspection showed that PGUEM does not meet the minimum technical requirements to host international sporting events. Furthermore, the SERVQUAL results indicated that the gap between user expectations and perceptions during the event was relatively small, however, room for improvement still remains, particularly in providing personalized service to different user groups. The study concludes that the absence of a unified management model, financial unsustainability, and the structural condition of the facility compromise the overall quality of services, especially in the dimensions of tangibility and safety. Operating at the status quo, below international standards, puts the PGUEM at risk of becoming a white elephant if no structural and management reforms are implemented.