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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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A child with an autistic spectrum disorder in the standard children´s ward.
MARTINCOVÁ, Lucie
The bachelor thesis theme is a child with autism spectrum disorder on the standard children's department. Autism is a psychiatric illness caused by an abnormal development of the central nervous system. Children have a problem in the area of communication, imagination and social interaction. Bachelor thesis is divided into theoretical and practical part. The aim of the work was to map how nurses perceive the care of children with autism spectrum disorder, to map the differences of nursing care by children with autism spectrum disorder from the point of view of nurses and then to map parents´ experience in hospitalization of the child with autism spectrum disorder. The practical part of the work was elaborated by a qualitative form of research in which an in-depth interview with nurses working in the standard children's department and parents of children with autism spectrum disorder was chosen. Interviews were conducted with 20 nurses and 8 parents. Interviews were recorded by recording on the mobile phone or directly written on paper and then overwritten into electronic form. Thereafter, the data obtained was analysed and categorised. Interviews were analyzed by pencil paper method. From interviews with nurses, we found that most nurses have little knowledge of autism, and they do not meet children with autism spectrum disorder so often. But when they work with a child with autism spectrum disorder, they take him like any other and they agree that working with these children is more demanding and specific. Working with these children is specific and they must be approached very individually and adapted to their current status. We also need to find out how the child is in the field of communication, whether he understands us and if he is capable of cooperation. The interviews with the parents revealed that each child had evolved to some time in the normal way after birth, and the children were hospitalized in the hospital for diagnostic reasons. Children tolerated hospitalisation in the hospital differently. In most cases, parents agree on a very positive approach of medics and only one parent stated that the health care staff could be better. According to the results resulting from our research, it would be advisable to extend the information about this disease in order for the medical staff to have a greater knowledge of this disease. Medical staff, who has no such knowledge about this disease, could, for example, attend an educational seminar that would focus on the characteristics of the disease, the causes of the disease, their symptoms and also the specifics of nursing care.
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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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