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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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Quality of sport services in Prague fitness centers from the customer perspective
Šíma, Jan ; Čáslavová, Eva (advisor) ; Tomek, Gustav (referee) ; Hobza, Vladimír (referee)
Bibliographical Identification: Author`s first name and surname: Mgr. Jan Šíma Title of the doctoral thesis: Quality of sport services in Prague fitness centers from the customer perspective Department: Department of Sport Management Supervisor: doc. Ing. Eva Čáslavová, CSc. The year of presentation: 2015 Abstract: The thesis is aimed at the problems of sport service validation in the area of fitness. A review of the most used methods for sport service validation was completed. We focused on measurement according to subjective criteria, where the service quality is evaluated by the customers themselves. A practical part is dealt with using cross-cultural validation of the SERVQUAL method (PARASURAMAN, ZEITHAML, BERRY, 1988), originally validated for American customers. Our questionnaire was translated by modified direct translation and, in terms of pilot standardization, was tested on a sample of 46 participants from two fitness centres. A modified Czech version of SERVQUAL questionnaires was the main tool of our data collecting during the market research in six fitness centres chosen randomly with a sum of 697 participants. The main target of the research was to obtain Prague customers' opinions of each single feature of the quality of service. After finishing the market research, by means of SEM -...
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Customer satisfaction with services of Oxygen fitness center
Pourová, Veronika ; Šíma, Jan (advisor) ; Voráček, Josef (referee)
Name: Customer satisfaction with services of Oxygen fitness center Goals: The main goal of this bachelor thesis is to determine how clients of the Oxygen fitness center are satisfied with the provided services and to find gaps in offered services and to find out chat clients would like to improve or change and suggest possible steps leading in higher customer satisfaction. Methods: In my bachelor thesis I used observation method to collect data. The main diagnostic tool was a questionnaire based on SERVQUAL method. The SERQUAL method serves as tool to measure quality of services and is used to rate customer satisfaction. Results: The obtained data are interpreted and displayed in tables and graphs in the results' section. Key words: customer satisfaction, quality of services, methods of customer satisfaction rating, SERVQUAL
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Evaluation of the Quality of Sports Services
Skryja, Tomáš ; Krbová, Jana (advisor) ; Král, Pavel (referee)
This Master thesis deals with comparing the quality of the sport services in two male football clubs SK Buwol Metal Luka nad Jihlavou and SV Lausitz Forst. The research is performed both through the method of questionnaire the method known as SERVQUAL. The theoretical part deals with defining the concept of service itself; moreover it describes the service in sport in general and also the quality of service in sport. Furthermore, it includes methods for measuring the service quality. In the practical part, the results of questionnaires are analyzed, evaluated and interpreted. In addition, this part also includes suggested measures for improving the service quality of the examined football clubs.
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Evaluation of the Quality of Sports Services
Vlásková, Nikola ; Krbová, Jana (advisor) ; Šíma, Jan (referee)
The subjective of this thesis is to evaluate the quality of sport services in women's volleyball clubs Madeta České Budějovice and german Allgäu Team Sonthofen using SERVQUAL questionnaire. In the theoretical part of the thesis is presented theoretical insights regarding the services, quality of services, services in the field of sport and there is also part focused on methods of measuring customer satisfaction. In the practical part of the thesis are presented results of the questionnaire-based research and design specific measures for improvement in services of volleyball clubs.
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Customer Satisfaction and Loyalty as an Element of Long Term Competitive Advantage
Techlová, Veronika ; Chalupský, Vladimír (advisor) ; Lošťáková, Hana (referee) ; Šimberová, Iveta (referee)
This thesis deals with measurement of customer satisfaction and loyalty among health care providers with services provided by particular pharmaceutical company. The main goal of this work is to develop methodology for measuring customer satisfaction and loyalty for this segment of services. The theoretical part deals with a summary of findings and approaches describing satisfaction and loyalty, and also review of the methods used for their determination. The thesis also analyzes the differences between two groups of customers and summarizes the differences identified in the primary research that was conducted. Primary research was conducted by having structured interviews with respondents from among health care providers (private versus state providers). Dissertation's conclusions correspond with professional resources and thus develop areas of knowledge about the characteristics of the examined service segment.
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Hodnocení kvality ubytovacích služeb
Zejdová, Kateřina
The aim of diploma thesis is evaluation of quality of accommodation services, comparison evaluating methods and suggesting optimum evaluating model. The quality of accommodation services is assessed by hotel guests. They evaluated expectations and satisfaction with provided services. For evaluation of quality are used three methods: SERVQUAL, SERVPERF and IPA. For SERVQUAL and SERVPERF are used data from questionnaire survey. For IPA are used the both primary and secondary research.
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Evaluation of the Services Delivered in the Retail Shops
BOLECH, Václav
This thesis is focused on evaluation of the service quality in selected retail outlets or shops. The main goal of this thesis was to evaluate the level of customer service while engaged in the transaction of selling pre-selected goods in selected retail outlets. Based on the results of this evaluation, a sub-goal of this thesis was to either validate or to disprove the given hypotheses. As an introduction I define basic terms of service quality, customer satisfaction with a service, marketing Research and mystery shopping. . After depicting the basic theoretical principles of mystery shopping, I moved on to the practical (hands-on) portion of my thesis where I evaluate retail outlets for pre-selected company. Evaluation is carried out by using mystery shopping. After conclusion of mystery shopping, the data was analyzed and synthesized, which allowed me to evaluate the results and draw appropriate conclusions, proposal and recommendation to the pre-selected company.
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Use of Payment Systems on the Internet
CIGÁNKOVÁ, Petra
The aim of this study was to analyze selected electronic payment systems used on the Internet, including an assessment of the quality of feedback from key customers. Quality of services of the electronic payment systems was analyzed using the SERVQUAL, feedback from key customers has been obtained through a questionnaire survey. Work is the result of actions to exploit the potential of established electronic payment systems.
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