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Clients´ satisfaction with spa services
KROČÁK, Ladislav
Currently, in the competitive environment, it is necessary to look at the possibility to focus on the spa treatment not only on its medical component part, but as well as on psychological and social component parts. Clients visiting spa facilities should leave the spa, after a completion of their treatment, as far as possible satisfied with all spa services provided; both curative ones and a catering, accommodation, leisure and with an overall approach of the staff to the client at all. Because of the fact, that I have been working in the Spa Aurora in the town of Třeboň already for four years in the field of medical services, I decided to process the bachelor thesis on the topic ``Clients´ satisfaction with spa services{\crq}q and to find out, how much the clients are satisfied with services provided just in the designated spa. Data were investigated through a questionnaire survey at clients of Spa Aurora in Třeboň during the month of November, 2009. Company questionnaires were used for the research. They were handed in total of 280 of them, of which 140 to clients, whose stay was covered by some of the health insurance companies of the Czech Republic (a complex or subsidized spa treatment) and 140 to clients, who paid the stay themselves from their own financial resources. Questionnaires were handed in to clients personally by spa employees and after their completion by respondents they were collected again by the spa employees. I thought, in hypotheses that men will be more satisfied with the spa services than women and that clients whose stay was covered by some of the health insurance companies will be more satisfied with the spa services than the clients paying the stay from their own financial resources. After carrying out the research by the questionnaire survey, the declared hypotheses were refuted, because there were no gender differences and no differences among insured and private patients in the satisfaction with the spa services. This fact indicates that the services provided in Spa Aurora reach a satisfactory level and a majority of clients departs satisfied with the treatment. The result of the bachelor thesis can be used by Spa Aurora employees to improve the provided services and their approach to the client.
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