Qualidade do Serviço Percebida em Programas Municipais de Atividade Física: Estudo de Caso do Programa Saúde em Dia, no Município de Tondela

Abstract

Municipal physical activity programmes are a relevant response in promoting active ageing and quality of life among adults aged 55 years and over. It is therefore necessary to understand how participants perceive service quality, in order to support management and continuous improvement. In this context, the present study aimed to assess the dimensions of perceived service quality among participants aged 55 years and over in the programme Saúde em Dia, in the municipality of Tondela, and to identify improvement priorities for the municipal management of the programme. A quantitative, cross-sectional and descriptive-analytical approach was adopted, with data collected through a questionnaire adapted to the programme. The analysis included descriptive statistics and the application of importance-performance analysis, allowing comparison between the importance attributed to, and the perceived performance of, the service attributes. The 225 questionnaires collected showed an overall positive evaluation of the programme. Outcome quality stood out as the main strength, reflecting a favourable perception of the benefits of participation, while functional quality was also positively evaluated, although with room for improvement. Aesthetic quality emerged as the weakest dimension, particularly regarding physical and environmental conditions. The importance-performance analysis also identified the availability of equipment per participant and the thermal and acoustic comfort of the spaces as particularly relevant aspects for management. Behavioural indicators revealed very high levels of intention to continue, recommendation and positive word-of-mouth. These results make it possible to identify specific aspects to be improved in the Saúde em Dia Programme and may support future decisions by municipal management.