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Measurement of Service Quality in Sport by Brady`s Model
Srpová, Marie ; Šíma, Jan (advisor) ; Janák, Vladimír (referee)
Title: Measurement of Service Quality in Sport by Brady`s Model Objectives: The aim of this thesis is to analyze quality of services provision in SC Palmovka using Brady`s model. The research revealed various shortcomings of provided services to which appropriate solutions were proposed in order to help SC Palmovka increase provided services quality and customer satisfaction. Methods: The research used a multidimensional Brady`s model concerning the perceived quality of service. Individual dimensions were investigated by questionnaire survey focused on customers. The leadership team of SC Palmovka also added an estimate of the results to the research. Results: Research results are shown in the cross classification and graphs. The data obtained from research helped to identify services that should be improved according to customers. Based on the results, recommendations designed to alleviate or eliminate the drawbacks were set. This should help SC Palmovka to achieve higher quality of provided services as well as increased customer satisfaction. Key words: service quality research, perceived quality of service, multidimensional model of service quality, survey, customer satisfaction, marketing research
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Measurement of Service Quality in Sport by Brady`s Model
Srpová, Marie ; Šíma, Jan (advisor) ; Janák, Vladimír (referee)
Title: Measurement of Service Quality in Sport by Brady`s Model Objectives: The aim of this thesis is to analyze quality of services provision in SC Palmovka using Brady`s model. The research revealed various shortcomings of provided services to which appropriate solutions were proposed in order to help SC Palmovka increase provided services quality and customer satisfaction. Methods: The research used a multidimensional Brady`s model concerning the perceived quality of service. Individual dimensions were investigated by questionnaire survey focused on customers. The leadership team of SC Palmovka also added an estimate of the results to the research. Results: Research results are shown in the cross classification and graphs. The data obtained from research helped to identify services that should be improved according to customers. Based on the results, recommendations designed to alleviate or eliminate the drawbacks were set. This should help SC Palmovka to achieve higher quality of provided services as well as increased customer satisfaction. Key words: service quality research, perceived quality of service, multidimensional model of service quality, survey, customer satisfaction, marketing research
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Marketing research of quality servises in Sport centre Palmovka
Srpová, Marie ; Šíma, Jan (advisor) ; Voráček, Josef (referee)
Title: Marketing research of quality services in Sport centre Palmovka Objectives: The goal of this work is determination of service quality offered by SC Palmovka by method of questionaire investigation. In the final part are the my recomendations for this sport center which are based on theoretical knowledge and research results. Methods: For marketing research was used the method of on-site survey. The selection is consisted from customers of SC Palmovka who were selected by simple selection. Results: The final information is organized in graphs in result section. Key words: Marketing, research, services, questionaire, sport centre.
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