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Service Quality GAP Model - Holmes Place Premium Club Anděl
Martincová, Lucie ; Šíma, Jan (advisor) ; Janák, Vladimír (referee)
Title: Service Quality GAP Model - Holmes Place Premium Club Anděl Goal: The aim of this thesis is using service quality GAP model to analyse the causes of the gaps in the process of providing services that Holmes Place Premium Club Anděl offers to its clients. Based on these analyses to make specific recommendations on how to minimize these gaps and improve the quality of services provided. Methods: Service quality GAP model was used as a method for the thesis. The gaps were analysed using a questionnaire survey among the management and employees, personal interviews with the management team and own observations. Results: The results of the analyses are presented by classification crosses, tables and graphs. Based on the analyses there are offered certain suggestions on how to eliminate eventual deficiencies, and thus improve the quality of services provided. The results revealed major shortcomings in the gap 4 (fulfilment of marketing promises marketing communications), and prioritizing the importance of sales at the expense of service quality. Keywords: fitness and wellness, services, sports services, service quality, service quality GAP model, Holmes Place Premium Club Anděl Powered by TCPDF (www.tcpdf.org)
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The marketing research of the satisfaction with services provided in the ski school K+K
Šafaříková, Martina ; Voráček, Josef (advisor) ; Šíma, Jan (referee)
This bachelor thesis deals with the customer satisfaction to services at the ski-school K+K in Janské Lázně. The aim of this paper is marketing research which will help investigate the satisfaction of those studied. On the basis of theoretical knowledge this questionnaire survey method was chosen as a most suitable. The questionnaire focuses on discovering customer motives and expectations. One part of it shows the connection between satisfaction and importance of particular aspects. The results of the survey are presented through graphs and an annotation is presented. In the conclusion there are suggestions for possible improvements proposed at the ski-school. Key words Marketing, services, sports services, customer satisfaction, marketing research, questionnaire survey.
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Comparison of fitness centers in Český Brod based on customer satisfaction
Čokrtová, Jana ; Pecinová, Markéta (advisor) ; Holánek, Michal (referee)
Title: Comparison of fitness centers in Český Brod based on customer satisfaction Objective: The main objective of this study is to compare the quality of services of two fitness centers in Český Brod in terms of customer satisfaction. Namely, they are the fitness center Infinity and the fitness center Natálie. Another objective is to determine, what the factors of customer satisfaction are and which center provides services deemed more satisfactory. A secondary goal is to provide the management of both centers with improvement options leading to greater customer satisfaction. Methods: Primary data was obtained from a Servqual survey provided to the customers at the reception of each fitness center. More data was gathered via a semi structured interview with each fitness center management. Results: The questionnaire survey indicates that the customers are more satisfied with the services of the fitness center Natálie. However, in neither of the fitness centers are the customers satisfied in all areas of research. The last part of this work contains proposed recommendations, which should be addressed by the fitness centers management in order to improve the customer satisfaction with the provided services. Keywords: Servqual questionnaire, fitness, customer satisfaction, sports services, competition
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Research of member's satisfaction with quality of services in dance school B-Original Prague
Emr, Tomáš ; Voráček, Josef (advisor) ; Šíma, Jan (referee)
Title: Research of member's satisfaction with quality of services in dance school B-Original Prague. Objectives: The main objective is to determine member's satisfaction with offered sport services. Results were used to make proposal for improve offered services. Methods: Methods, which were used in this thesis, are based on theoretical knowledge, matching with the topic. During the satisfaction research was used quality research group interviews. Results were interpreted by summary protocol. Based on this results was made level of member's satisfaction how organization functions. To gain basic information about running dance school B-Original was made half - structured interview with the owner. Results: Based on marketing research we can state, that dance school B-Original has thanks to high quality services big amount of satisfied members. Proposals for improvement were shown to managers of dance school and they should make situation in dance school even better. Key words: sport service, customer satisfaction, dance school, group interviews, marketing research
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Service quality of Solarium Fitness BBC Evropská in comparison with a competitor
Galušková, Silvie ; Šíma, Jan (advisor) ; Pecinová, Markéta (referee)
Title: Service quality of Solarium Fitness BBC Evropská in comparison with a competitor Objectives: The main aim of this master's thesis is to measure a level of customer satisfaction with services provided by Solarium Fitness BBC Evropská, to analyse the customer's opinion and to reveal possible gaps in services offered by this sports centre. In case of necessity to suggest the measures leading to improvement of this quality of services and consequent increase in customer satisfaction. The partial purpose is the comparison of customer satisfaction of Solarium Fitness BBC Evropská with the competitor. Methods: A quantitative research, specifically a written questionnaire SERVQUAL, handed out to customers of the sports centre, was used to obtain information from respondents. This questionnaire examines and compares expected quality of the provided service, i.e. the quality that is expected by customers in an ideal fitness centre, with the real level of perceived service quality provided by Solarium Fitness BBC Evropská. Results: This survey of satisfaction among customers with the service provided by Solarium Fitness BBC Evropská has shown a high level of clients satisfaction, more satisfying than results of surveyed competitor. However, this research has revealed some light areas for improvements,...
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Customer satisfaction with the services of sports and relaxation club I'M FIT Wellness Fitness
Kodr, Ondřej ; Šíma, Jan (advisor) ; Janák, Vladimír (referee)
Title: Customer satisfaction with the services of sports and relaxation club I'M FIT Wellness Fitness Objectives: The thesis is dedicated to a survey of customer satisfaction level regarding the services of sport and relaxation club called I'M FIT Wellness Fitness. The level of satisfaction was measured by a service quality survey which was carried out by the questionnaire method SERVQUAL. The clients of the club compared the actual perceived quality of services provided by above mentioned sport and relaxation facility to the expected quality of services they assign to an "outstanding" fitness centre. Based on the results taken from this survey it was possible to classify the service quality of I'M FIT Wellness Fitness and to suggest certain recommendations which should lead to a higher level of service quality and also a higher level of customer satisfaction with the services provided there. Method: The service quality survey in the sport and relaxation club I'M FIT Wellness Fitness was carried out by the standardized SERVQUAL questionnaire which was focused on the actual perceived quality of services and was comparing it to clients expectations they assign to "outstanding" fitness center. The data collection took place in the period from June 2011 till the end of the year 2011. Results: The...
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Customers' preferences of particular fitness centres in Poděbrady
Tománek, Dominik ; Voráček, Josef (advisor) ; Opelík, Daniel (referee)
Title: The customer preference of particular fitness centres in Poděbrady Objectives: The main aim of these theses was to find the preferences of particular customers of three specifically chosen fitness centres in Poděbrady. The side aim is afterwards, based on collected data, to provide the feedback to individual owners of the chosen fitness centres together with recommendation of a further possible development within their fitness centre scope. Methods: These theses proceeds from theoretic knowledge associated with the stated topic. Marketing survey based on quantitative way of questioning is used. Particularly, i tis electronic questioning, which presents the main method used in this theses. Results: The result of the thesis is providing some recommendation of further development to owners of particular fitness centres in Poděbrady, based on the discovered preferences of these centres visitors which arise from the questionnaire survey. Key words: marketing, fitness, servisescape, motivation, sport services
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Quality of Sport Services at TJ Slavoj Český Brod, z.s.
Machorková, Jana ; Ruda, Tomáš (advisor) ; Šíma, Jan (referee)
Title: Quality of physical education at TJ Slavoj Český Brod z. s. Objectives: The objective of this thesis is to assess the quality of services provided by TJ Slavoj Český Brod. Suggestions for improvements will be put forward based upon any findings. The aim is to increase the quality of physical education and as a result also increase the contentment of club members. Methods: Primary source of data was a modified QUESC questionnaire provided to the customers of TJ Slavoj Český Brod z. s. The customers had an opportunity to submit their answers at the receptions of selected sport centers, during their training or sent in an electronic form. Additional research data was collected through semi structured interviews with the management of TJ Slavoj Český Brod, with the heads of individual divisions and through other available records. Results: Based upon the overall results it can be concluded that the members of TJ Slavoj Český Brod are satisfied with the provided services. The gap between the expected and perceived quality of service was analyzed and the results are presented per criteria as a mean gap of each given criterion: atmosphere - environment (-0,2), staff attitude (-0,39), reliability (-0,07), information availability (-0,38), program selection (-0,14), price (-0,02), safety (-0,39)...
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Tvorba obchodní strategie v oblasti prodeje služeb
Bocanová, Lucie
Bocanová, L., Creation of a business strategy in the field of sales of services. Diploma thesis. Brno: Mendel University, 2018. The diploma thesis examines the specifics of family enterprises and their approach to the creation of a business strategy in the chosen area (fitness center). The aim of the thesis was to propose a suitable methodology for the creation of a business strategy for the family business providing fitness services. In the thesis are presented the basic concepts and knowledge describing the examined problems. It also included the collection of primary and secondary data. Quantitative research was carried out in the form of a questionnaire survey and statistical analysis of data was applied to evaluate the results. Qualitative research is based to in-depth interviews with owners of family businesses providing fitness services as well as with customers of the analyzed enterprise. Based on the marketing research, a SWOT analysis was made, proposals were made for the creation of a business strategy in the selected company, and the differences between business strategies between family businesses and non-business type of business were identified.
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The comparison of marketing mix of two yoga studios in the role of competitors
Jiránková, Karolína ; Čáslavová, Eva (advisor) ; Pecinová, Markéta (referee)
Title: The comparison of marketing mix of two yoga studios in the role of competitors. Objectives: The aim of this work is to find out which yoga studio is advantageous for students and which would boost their loyalty. The comparison is made by analysis of marketing mix of these studios. Methods: In our research we used a method of comparison and a qualitative method of in-depth interview with eight respondents, who tried both studios for the first time. There is used a method of semi-structured interview. Results: There was drawn that respondents are quite satisfied with services of both studios from results of the research. There is no clear conclusion, which studio is more advantageous. Nevertheless, respondents said some remarks which should be rectified in order to improve services of both studios. Keywords: customer, marketing, sports services, in-depth interview, service quality
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