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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
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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
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Evaluation of the Quality of Sports Services
Zákorová, Jana ; Krbová, Jana (advisor) ; Musil, Martin (referee)
The goal of thesis is to determine the quality of the services provided by the RE-FIT fitness club and the MTV fitness. Part of the thesis is focused on the comparison of the quality of services of these fitness centers. To obtain the data, a questionnaire survey is carried out using the SERVQUAL method. The theoretical part defines concepts such as service, quality of services, methods of measurement, fitness center and customer. The practical part is focused on description of fitness centers RE-FIT and MTV, evaluation of acquired data, recommendations for individual fitness centers and final comparison of the quality of provided services in fitness centers among themselves.
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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
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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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