|
|
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...
|
|
|
Marketing Strategy Proposal
Ermolina, Eva ; Milichovský, František (referee) ; Chalupský, Vladimír (advisor)
The master´s thesis deals with the marketing strategy proposal of travel agency SunTA. The theoretical part of the thesis provides an overview of the current concept of corporate strategic management, strategic marketing management, marketing strategy and service quality. The analytical part of the thesis focuses on performing the marketing situation analysis of SunTA and the questionnaire survey to evaluate its service quality. The proposal part of the thesis includes the marketing strategy proposal based on the results of the marketing situation analysis and the evaluation of service quality.
|
|
|
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
|
|
|
Marketing research of customers satisfaction in In Motion Academy
Hrubeš, Jaroslav ; Voráček, Josef (advisor) ; Holánek, Michal (referee)
Title: Marketing research of customers satisfaction in In Motion Academy Objectives: The goal of my bachelor thesis is to find out customer satisfaction through marketing research in In Motion Academy. Research will focus on all available services in the facility, customers can make suggestions to improvement and also all the other aspects of the customer satisfaction will be included, for example transportation, facility environment etc. Methods: To determine customer satisfaction, quantitative research was conducted through electronic queries. Questionnaire was created with cooperation with management of the In Motion Academy and was distributed through customers e-mail database. The questionnaire is very comprehensive because of substantial research of individual services. Results: The results show that In Motion Academy customers are very satisfied. Regardless, the research revealed some shortcomings in individual services. Respondents' complains was most often concentrated on overcrowding of individual trainings or the lack of consistency of some trainers. In addition to service itself, there were many comments on the halls background. Especially the missing of seating space for parents or the lack of changing rooms and sanitary facilities. Based on the results of the research, recommendations...
|
|
|
The meaning and use of fictitious purchases.
BOUZKOVÁ, Renata
The aim of this diploma thesis is to evaluate the quality of the services provided in the selected sales unit by means of mystery shopping. The aim is to identify shortcomings and suggest possible solutions to them. The department store called PRIOR in České Budějovice was chosen for the work. A total of 24 mystery shoppings were made in October, November and December 2017.
|
|
|
Evaluation of the Quality of Sports Services
Zákorová, Jana ; Krbová, Jana (advisor) ; Musil, Martin (referee)
The goal of thesis is to determine the quality of the services provided by the RE-FIT fitness club and the MTV fitness. Part of the thesis is focused on the comparison of the quality of services of these fitness centers. To obtain the data, a questionnaire survey is carried out using the SERVQUAL method. The theoretical part defines concepts such as service, quality of services, methods of measurement, fitness center and customer. The practical part is focused on description of fitness centers RE-FIT and MTV, evaluation of acquired data, recommendations for individual fitness centers and final comparison of the quality of provided services in fitness centers among themselves.
|
|
|
CUSTOMER'S SATISFACTION OF SELECTED COMPANY BASED ON THE SERVQUAL METHOD
Nguyenová, Dieu Linh ; Zamazalová, Marcela (advisor) ; Koudelka, Jan (referee)
The bachelor thesis deals with measurement of customer satisfaction in a particular company. The SERVQUAL method will be used for the measurement using a questionnaire survey. The theoretical part describes the key concepts: customer, customer satisfaction, expectations, quality of services and methods for measuring service quality. The practical part analyzes and evaluates the results of the questionnaire survey. Following the interpretation of the results, recommendations are proposed to improve the quality of the business.
|
|
|
The possibilities and limits of using the method of mystery shopping in the measurement of the public services quality
Hankovský, Jakub ; Veselý, Arnošt (advisor) ; Hiekischová, Michaela (referee)
Thesis on the topic of the possibilities and limits of using the method of mystery shopping in the measurement of the public services quality is intended to introduce the method of mystery shopping and to evaluate the possibility of its use in the public services quality measurement through its application. Quality is a broad term which is associated with many definitions. Public services have many specifics compared to the private ones, dominated by the lack of profit and focus on meeting the public interest. Even the definition of quality and performance standards in the public sector differs from those in the private sector. Mystery shopping, which is heavily used in measuring the level of service quality in the private sector occurs rarely in the common practice of public services. The public sector is declaratively for several decades focused on the quality of its services. We can identify a clear commitment to achieving quality perceived from the perspective of actual customer which is represented by the approach of good governance, promoted by the UN, to the National Quality Policy and Strategy of national policy to quality strategy Smart administration. Strategy and objectives are accompanied by a number of methods to standardize, manage and measure the quality of public services, which are...
|
|
|
Analysis of customer satisfaction in Aquapark Příbram
Štefan, Petr ; Flemr, Libor (advisor) ; Kovář, Karel (referee)
Title: Analysis of customer satisfaction in Aquapark Příbram Objectives: The aim of this thesis is to conduct content and statistical analysis of data collected directly from customers of Aquapark Příbram. Customers of the public were a research sample with the highest priority. As secondary sample were established trainers of the sports clubs using the Aquapark Příbram. Methods: Data collected from the primary sample were gained via CERM-CSQ based questionnaire Data collected from the secondary sample were obtained by structured interview. This structure was based on our questionnaire. Factor and correlation analysis were used to process quantitative data. Results: The content analysis showed the biggest drawbacks of service quality. According to the statistical analysis some service quality attributes have bigger influence on customer satisfaction than the others. Above mentioned drawbacks belong to those more influential attributes. On the basis of the results obtained certain suggestions were made to increase customer satisfaction. Key words: customer satisfaction, service quality, Aquapark Příbram, model CSQ, factor analysis
|
|
|
Satisfaction Members of CZ Golf Club with Services of Golf Resort Písek Center
Cibulka, Karel ; Janák, Vladimír (advisor) ; Šíma, Jan (referee)
6 ABSTRACT Title: Satisfaction Members of CZ Golf Club with Services of Golf Resort Písek Centre Objectives: This thesis explores the extent of satisfaction members of Golf Resort Písek Centre with provided services. The extent of satisfaction was determined by an opinion poll where the members evaluated the perceived quality of services and the quality of services which they would expect at an "excellent" golf resort. Questionnaire was compiled according to a research which considered the most significant elements that should be implicit for each golf resort. The acquired findings allowed assessing the quality of services at Golf Resort Písek Centre. Given the assessment some recommendations are suggested, which should increase the quality of services at the resort and consequently the higher satisfaction of its members. Methods: The survey of the quality of services was performed using the designed questionnaire, which was inspired by SERVQUAL method. Therefore, it compares the quality of the services at an "excellent" golf resort with perceived quality of services at Golf Resort Písek Centre. The created questionnaire was designed according to the analysis of an opinion poll, where the importance of particular features was determined. The most important features were used in the main questionnaire which...
|
guest ::
