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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.
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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...
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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
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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...
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Using the GAP Model of Service Quality in the FITcentrum Chrudim
Pecinová, Markéta ; Šíma, Jan (advisor) ; Čáslavová, Eva (referee)
Title: Using the GAP Model of Service Quality in the FITcentrum Chrudim. Objectives: The aim of this thesis is to analyze through GAP model the causes of the gaps that exist between the various levels of interaction in the process of providing services in the FITcentrum Chrudim. Based on the results was assessed the state of the organization and the solution was designed to achieve a higher quality of service and higher customer satisfaction. Methods: For the research is used GAP model of service quality, model of five gaps. Individual gaps were investigated using questionnaires designed for customers and staff of fitness center, semi-structured interview with the owner of fitness and self-observation. Results: The results of research are illustrated using the method of classification crosses, tables and graphs. The obtained dates helped to identify the services, what can be improved and to find the gaps in communication between employees and on the basis of this are set recommendations, how existing deficiencies minimize or completely removed. These results help to achieve a higher quality of providing services and enjoyment of the customers. Keywords: sports service, service quality, customer satisfaction, GAP model of service quality, FITcentrum Chrudim
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Customers satisfaction with the services of Energy Studio
Petráček, Marek ; Janák, Vladimír (advisor) ; Ruda, Tomáš (referee)
Title: Customers satisfaction with the services of Energy Studio Objectives: The objective of this diploma thesis is to find out the quality of services provided by Energy Studio via SERVQUAL questionnaire. Then create suggestions and recommendations based on the results of this questionnaire. These suggestions and recommendations should lead to overall improvement of quality of all services offered by Energy Studio. Methods: The research of service quality in yoga center Energy Studio was performed by using standardized SERVQUAL questionnaire which explored the actual perceived quality of services and was comparing it to clients expectations. The data collection took place in the period from February 2015 until the half of March 2015. Results: The results of the customer's satisfaction analysis in Energy Studio Václava Krejčíka show that the customers are very satisfied with services provided by studio. The overall quality of services in that yoga center are evaluated better than was customers expectation. There are small gaps in some services, on which should Energy Studio focused in order to reach the maximal customer satisfaction. On the basis of the results there were put together suggestions and recommendations which should lead to the requested increase in service quality level. Keywords:...
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Research of sports center KK - aerobik service quality
Suchomelová, Eliška ; Voráček, Josef (advisor) ; Štědroň, Bohumír (referee)
Title: Research of sports center KK - aerobik service quality. Objectives: The aim of this thesis is a marketing research of quality of service provi-ded by the fitness center KK - aerobik in Prague 4 Modřany. After evalua- ting the empirical data obtained marketing research, using Brady's model define problem areas and suggest measures to improve the quality and in-crease customer satisfaction with the offered services. Methods: In this thesis the method of quantitative interviews with Brady's model in modification for fitness was used. Evaluated data were organized in excel sheets. Based on these data graphs have been processed of which the re-sults are clearly visible. Results: After evaluating all of the data and their comparison we identified several remedial measures that should contribute to improving the quality of ser-vices provided by the researched subject. Improving the quality will con-tribute to higher client satisfaction and thus to increase the traffic and thus to higher satisfaction of the management. Keywords: Service, quality, service quality, business, marketing research, questionary, customer, customer's satisfaction.
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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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Customer satisfaction with services of Domyno sport-relax center
Kočová, Lenka ; Voráček, Josef (advisor) ; Šíma, Jan (referee)
Title: Customer satisfaction with services of Domyno sport-relax center Objectives: The goal of this bachelor thesis is to find out how much the customers are satisfied with the current services, which are offered by Domyno sport-relax center, to do a marketing research with using a questionnaire and then to use the results of the research to make a suggestions for changes, which would improve the quality of their services to satisfy their customers' needs. Methods: There was used a quantitative research to collect the data, concretely interviewing, which was focused on the customer satisfaction with the offered services. The collecting of data was held in Domyno center for 3 days. Results: Results of the questionnaire are interpreted and displayed in the tables and graphs in the results' section of this bachelor thesis. The customer biggest satisfaction is with the beach volleyball and the aerobic exercise H.E.A.T. The best under reviewed supplement service is the reservation system. At the end of this bachelor thesis I used the interview results to suggest some changes, which would improve the service quality in Domyno sport-relax center. Keywords: marketing, customer, service, service quality, customer satisfaction
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Comparison of fitness centres in Benešov
Navrátilová, Hana ; Voráček, Josef (advisor) ; Šíma, Jan (referee)
Title: Comparison of fitness centres in Benešov Aim of the thesis: This bachelor thesis aims at comparing selected fitness centres in Benešov. Survey of quality of the services offered here was undertaken by means of the SERVQUAL questionnaire where customers expressed their views on the services provided by the centre, as well as on services expected in their "perfect" fitness centre. This questionnaire allowed for the comparison of the fitness centres and recommendation of certain changes which could lead to an improvement in quality and therefore also to increased satisfaction of the customers. Methodology: Quality of the services was compared by use of a standardized SERVQUAL questionnaire which was submitted to the clients of fitness centres in Benešov in spring 2013. The questionnaire reviewed and compared the expected quality of offered services which in the clients' opinion belonged to an ideal fitness centre, with the quality of services perceived by the clients in individual fitness centres. Results: The results of the analysis of customer satisfaction with the services offered by fitness centres in Benešov imply that the clients are most satisfied with services offered by "S- centrum". This centre has nevertheless also room for improvement, and to achieve full customer satisfaction the...
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