|
|
Customer satisfaction at the fitness center DrFit
Haškovcová, Anna ; Bačáková, Radka (advisor) ; Blažek, Dušan (referee)
Title: Customer satisfaction at the fitness center DrFit Objectives: The aim of this bachelor thesis is to evaluate customer satisfaction in a selected DrFit fitness centre using the method of service quality measurement and on the basis of the findings to propose recommendations for practice that would lead to increased customer satisfaction with the services provided by the fitness centre. Methods: The SERVQUAL questionnaire method is used to determine the differences between the truly perceived level of provided service compared to the previous expectations. Thus obtained results are presented in clear tables and graphs. Results: The final results demonstrate that DrFit fitness centre customers are satisfied with the provided services, although in some areas the expectations were higher than the actual perception, which, however, allowed to draw recommendations for improvement and thus to increase customer satisfaction. Keywords: SERVQUAL, questionnaire, measurement of service quality, marketing, customer
|
|
|
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
|
|
|
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
|
guest ::
