|
|
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
|
|
|
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:...
|
|
|
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.
|
|
|
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)
|
|
|
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
|
|
|
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...
|
|
| |
|
|
Standardization of Czech version of Servqual for sport services nebo jen Servqual for sport services in Czech environment
Vašenda, Michal ; Šíma, Jan (advisor) ; Pecha, Ondřej (referee)
(EN) Title: The process of pilot standardization of the Czech version of the questionnaire SERVQUAL for the sports services indurty. Objectives: This paper focus is to initiate the standardization process of the Czech version of the SERVQUAL questionnaire for fitness and recreational sport and prepare the ground for its future use in practice. Methods: First was SERVQUAL questionnaire translated into Czech language and distributed to two fitness centers during six months period. Then using Generalizability theory and faktor analysis the reliability and internal structure of this instrument was examined. Results: Provides information about use of this instrument in assesing service quality of fitness centers in Czech republic . Proposes recommendations for further modification and use the questionnaire in the Czech environment. Key words: Service quality, Measurement of service quality, Generalizability theory, Factor analysis. This research was supported by the Grant agency of Charles University, project no. 267811 Measuring sport services quality in fitness industry
|
|
|
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...
|
|
|
Healthcare Quality Measurement through the Analysis of Patient Satisfaction with the Services of a Healthcare Laboratory
Čajková, Magdaléna ; Vrzáček, Petr (advisor) ; Petr, Tomáš (referee)
In current market conditions, even a healthcare facility has to stack up against competition. An effective quality control of the health care provided, and an excellent perception of customers' needs are crucial, in order to achieve this objective. Customer satisfaction represents important feedback from the clients. Taking this into account, any healthcare facility should measure and evaluate satisfaction of the customers, having as an objective, a permanent improvement of the services provided. The aim of this thesis is to measure healthcare quality in a healthcare laboratory through evaluation of a questionnaire survey on patient satisfaction. The thesis consists of a theoretical and an empirical part. The theoretical part describes quality control systems in healthcare laboratories, defines the concepts of product, marketing and marketing mix "C". It also focuses on the patient, as a priority customer of the healthcare system, and defines the main reasons for examining their satisfaction. The empirical part gives firstly, an overview of activities of a particular healthcare laboratory. Subsequently, it describes the research performed and interprets the data received. There are 69.7 % of patients satisfied with the provided laboratory services. The satisfaction is determined by their age and by...
|
guest ::
