National Repository of Grey Literature 29 records found  1 - 10nextend  jump to record: Search took 0.01 seconds. 
Kvalita služeb v zábavních tematických parcích
Novotná, Daniela
Novotná, D. Service quality at amusement and theme parks. Diploma thesis. Brno: Mendel University, 2020. This diploma thesis deals with the most important key service quality factors at amusement and theme parks in the Czech Republic from the point view of visitors. There are used secondary and primary data for the classification of these factors. Also the environment and offer of entertainment in theme parks in the Czech Republic is characterized. The primary research is concerned with the level of service and quality of a particular theme park with regard to visitors´ satisfaction and loyalty. For the rating of satisfaction is used SERVQUAL and IPA analysis. Based on these results, general recommendations are established for the theme park management and also possibly for the destination management. Moreover, the park management will gain information about visitors and their preferences from this evaluating survey. According to these data of the quality level in the chosen theme park there are taken specific measures for increasing the satisfaction and loyalty of visitors.
Quality of Sport Services at Relax active club Teplice
Zástřešek, Michal ; Ruda, Tomáš (advisor) ; Šíma, Jan (referee)
Title: Quality of Sport Services at Relax active club Teplice Objectives: The aim of this work is to evaluate the quality of sport services offered by Relax sport club Teplice. The secondary aim is to figure out the problematic points of service, which can lead to improving services offered to the clients and therefore improving their satisfaction. Methods: This thesis used a written form of inquiry, using the Likert scale to evaluate the fifth gap in the Gap model of service quality. A modified version of the SERVQUAL method for measuring quality of services was used, which was expanded from the original 5 dimensions into seven. The added dimensions were used because of the clubs focus on extensive options of service and a wide range of customers. Results: The survey identified the gaps between customer expectations and actual perceived value, which were used to determine problematic areas of the quality of services provided by Relax sport club Teplice. The results were positive. Tangibles, reliability, and responsible approach were the dimensions with the worst score. The SERV-score for tangibles was -2,85, for reliability -3,88 and for responsible approach -3,25. The survey revealed a problem in communication between the club and its clients. Positively evaluated was the wide range of services...
Quality of sports services in selected public daycare centers
Nečásková, Jitka ; Ruda, Tomáš (advisor) ; Šíma, Jan (referee)
Title: Quality of sports services in selected public daycare centers Objectives: The main objective of this bachelor thesis is to determine the quality of sports services in selected public daycare centers in the territory of Mladá Boleslav and based on the results to propose recommendations that will reflect the shortcomings in the services provided. Methods: The principles of the SERVQUAL and SERVIMPERF methods were used to investigate service quality. The data were collected using an electronic questionnaire addressed to the parents of the children. The questionnaire was sent to the directors of two selected daycare centers with a total capacity of 274 children and subsequently published on their websites. Results: The survey shows that in none of the selected public daycare centers did the average value of the perceived quality of services exceed the value of importance. For daycare centre A the average value of importance is 6.38 and the value of perceived quality is 6.07, in the case daycare centre B it is 6.06 for importance and 5.84 for perceived quality. None of the average values of the examined dimensions was lower than 5. The differences between the values of importance and perceived quality of the provided sports services are not significant and overall, it can be said that parents are...
Customer satisfaction at the fitness center DrFit
Haškovcová, Anna ; Bačáková, Radka (advisor) ; Blažek, Dušan (referee)
Title: Customer satisfaction at the fitness center DrFit Objectives: The aim of this bachelor thesis is to evaluate customer satisfaction in a selected DrFit fitness centre using the method of service quality measurement and on the basis of the findings to propose recommendations for practice that would lead to increased customer satisfaction with the services provided by the fitness centre. Methods: The SERVQUAL questionnaire method is used to determine the differences between the truly perceived level of provided service compared to the previous expectations. Thus obtained results are presented in clear tables and graphs. Results: The final results demonstrate that DrFit fitness centre customers are satisfied with the provided services, although in some areas the expectations were higher than the actual perception, which, however, allowed to draw recommendations for improvement and thus to increase customer satisfaction. Keywords: SERVQUAL, questionnaire, measurement of service quality, marketing, customer
Customer satisfaction with offer of services of golf courses in Prague and in Liberec region
Šíma, Martin ; Čáslavová, Eva (advisor) ; Ruda, Tomáš (referee)
Title: Customer satisfaction with offer of services of golf courses in Prague and in Liberec region Objectives: The Diploma Thesis aims to make a survey of satisfaction and expectations of golf course customers in Liberec region and in the capital city Prague and to compare those regions. Customer satisfaction will be measured by means of questionnaires where each player of each golf course will compare real perceived qualities of a golf course with generally expected qualities. Based on the data obtained, the analysis of values will be carried on, such as golf handicap, age, gender and month income. The Thesis will focus on comparing the expectations and satisfaction of major golf resorts with smaller and not so popular ones. Methods: The research of customer satisfaction was carried on by already proven questionnaire consisting of SERVQUAL method. The research compared expected quality with real quality in seven golf courses in Prague and surroundings and in seven golf courses in Liberec region. The research was carried on from August 2014 till February 2015. Results: The outcome of the thesis is to learn about satisfaction of golfers at golf courses in Prague and Liberec region and submit proposals for improving each golf courses in an effort to achieve improved and better access to customers....
The quality of sport-related services in institutions designed for children aged 3-6 years (pre-school education).
Pavlík, Vojtěch ; Ruda, Tomáš (advisor) ; Šíma, Jan (referee)
Title: The quality of sport-related services in institutions designed for children aged 3-6 years (pre-school education). Objectives The quality of objective of this work is to determine the quality of sport-related services in day-care centers in the Czech Republic. Methods: This marketing research is going to be conducted using standardized methods of SERVQUAL in the form of a written questionnaire, which is going to be left to the principals of selected day-care centers who will further hand it to the parents of the children. Results: The results of this marketing research show that neither of the two nurseries provides such good sport services so that the parents were fully satisfied. The day-care center of Matjuchinova in Zbraslav presented itself with the better results. The results of the second institution - the day-care center of Psáry - turned out very badly and many of the local provided sports services can be described as poor. Key words: SERVQUAL, questionnaire, marketing research, day-care centers
Quality of sport services in Prague fitness centers from the customer perspective
Šíma, Jan ; Čáslavová, Eva (advisor) ; Tomek, Gustav (referee) ; Hobza, Vladimír (referee)
Bibliographical Identification: Author`s first name and surname: Mgr. Jan Šíma Title of the doctoral thesis: Quality of sport services in Prague fitness centers from the customer perspective Department: Department of Sport Management Supervisor: doc. Ing. Eva Čáslavová, CSc. The year of presentation: 2015 Abstract: The thesis is aimed at the problems of sport service validation in the area of fitness. A review of the most used methods for sport service validation was completed. We focused on measurement according to subjective criteria, where the service quality is evaluated by the customers themselves. A practical part is dealt with using cross-cultural validation of the SERVQUAL method (PARASURAMAN, ZEITHAML, BERRY, 1988), originally validated for American customers. Our questionnaire was translated by modified direct translation and, in terms of pilot standardization, was tested on a sample of 46 participants from two fitness centres. A modified Czech version of SERVQUAL questionnaires was the main tool of our data collecting during the market research in six fitness centres chosen randomly with a sum of 697 participants. The main target of the research was to obtain Prague customers' opinions of each single feature of the quality of service. After finishing the market research, by means of SEM -...
Marketing Research of the Customer Satisfaction in CrossFit HomeTown.
Baborová, Klára ; Ruda, Tomáš (advisor) ; Šíma, Jan (referee)
Title: Marketing Research of Customer Satisfaction at CrossFit HomeTown. Methods: For this thesis, a questionnaire has been used as a quantitative method, specifically the SERVQUAL method to assess the level of customer satisfaction. An in- depth interview has been used to obtain information about the gym. Objective: The aim of this thesis is to find out customer satisfaction for CrossFit HomeTown in Prague and recommend possible changes leading to higher customer satisfaction based on the obtained results from the research. Results: The results of the customer satisfaction research for CrossFit HomeTown show, that not all researched areas fulfil the customers' expectations. There were certain limitations in promotional materials -0,44; lectures beginning on time -0,5; willingness to solve problems -0,41 and interest in customer needs -0,55. Total final gap attains a negative degree of -3,18. The first recommendation is to improve promotional practices. Firstly, the gym should improve their website, mobile application and YouTube channel. Second recommendation is to implement a text-message informational system, through which the gym would notify the customers in case the start of their session has been postponed. Thirdly, with willingness to solve problems, the gym should consider doing a...
Research of service quality of selected fitness center
Šebek, Roman ; Pecinová, Markéta (advisor) ; Janák, Vladimír (referee)
Title: Research of service quality of selected fitness center Objectives: The main goal of this thesis is to identify the problematic areas of services provided by the selected fitness center and define specific proposals and recommendations for the management of the organization leading to the improvement of customer service. Methods: Research service quality of selected fitness center was used the modificated SERVQUAL questionnaire for sport services in Czech republic. This questionnaire compares the expected quality of services in an excellent fitness center to the actually perceived service quality in the selected club. The data collection took place in the period from February 2020 to March 2020. Results: Based on the analysis of the service quality, it seems that the offered quality of fitness centre services is at a relatively high level. However, the research also identified some shortcomings in the individual indicators and found room for improvement. According to the identified shortcomings, recommendations and other steps were proposed to the fitness centre, which should contribute to even better services. Keywords: sport, fitness, services, marketing mix, quality, SERVQUAL
Evaluation of the quality of service from the perspective of parents in street hockey - category mini-mite team and mine team.
Švanda, Petr ; Ruda, Tomáš (advisor) ; Šíma, Jan (referee)
Title: Evaluation of the quality of services from the perspective of parents in street hockey - category mini-mite team and mite team Objectives: The main goal of this thesis is to evaluate the level of quality of services provided by extra-league street hockey clubs throughout the Czech Republic from the perspective of parents as customers in the categories of mini-mite teams and mite teams with subsequent delivery of recommendations to improve these services to increase the overall level of service and the attractiveness of the stated sport for children. Methods: The obtained data are collected based on a standardized SERVQUAL questionnaire, used to measure the quality of services provided and respondents' satisfaction. The questionnaire was distributed to 12 extra-league street hockey clubs in a form of online questionnaire through representatives of these clubs who directly send it to the parents of 357 children falling into the category of mini-mite team and mite team. Results: Based on the survey, it was possible to identify gaps within the basic five categories (according to the SERVQUAL methodology - material security, reliability, responsible approach, sense of security, empathy), where the highest gap reached belonged to the category reliability, followed by material security. The...

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