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Applying the European Customer Satisfaction Index in the area of sport
Benda, Ondřej ; Šíma, Jan (advisor) ; Čáslavová, Eva (referee)
Title: Applying the European Customer Satisfaction Index in the area of sport Objectives: The main objective of this paper is to determine customer satisfaction of the Czech Association Sport for All (ČASPV) using the methodology of the European Customer Satisfaction Index (ECSI) and following the results of the research propose recommendations. The sub-objectives include modification of the ECSI methodology for the area of sport and comparison of the resulting ECSI index values in terms of the quality management system applied in ČASPV, different methods of determining the weights of measurable variables and already conducted research in the Czech commercial environment. Methods: The work uses, through the methodology of the European Customer Satisfaction Index (ECSI), the method of quantitative marketing research. For the primary data collection from ČASPV agents and clients, electronic and written inquiries were used. Results: According to the resulting ECSI index values, ČASPV clients have been very satisfied with the services and activities of the Association. In terms of the quality management system applied in ČASPV, the Sport for All (SPV) union group, which is linked to the system, achieved a higher ECSI value. When compared with already completed studies at commercial entities, the total...
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Sport as a Public Service: Equity and Efficiency of Local Sport Facilities
Popelka, Jakub ; Slepičková, Irena (advisor) ; Novotný, Jiří (referee) ; Ochrana, František (referee)
Title: Sport as a Public Service: Equity and Efficiency of Local Sport Facilities In the Czech Republic, clubs traditionally played a key role in providing sport facilities. In recent years, the role of local authorities in sport has strengthened. Hence, there have been changes in the management of sport facilities in the context of new trends in public administration and sport participation. The thesis analyzes and evaluates current modes of provision of public sport facilities as the consequence of these changes. The examined issue is narrowed down to the two theoretical concepts - sport equity and efficiency of sport facilities. These are perceived as a part of the performance of sport facilities (see Liu et al., 2009 or Kung and Taylor, 2010). The first part of the thesis aims to test the effect of different forms of management of sports facilities on the sport equity score in the framework of institutional analysis (Houlihan, 2005). On the basis of the original instrument for measuring of sport equity, the survey is carried out. The research sample (N = 193) is made up by the municipalities with extended powers, except for regional cities and Prague. The second part of the thesis has the character of an action research. The author evaluates the application of the NBS: Financial questionnaire...
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In line tracks in Prague and their attendance
Doležalová, Lucie ; Gnad, Tomáš (advisor) ; Matošková, Petra (referee)
Title: In line tracks in Prague and their attendance Objectives: The aim of work is description and characteristics of selected tracks for in line skating in Prague and assessment of their attendance. Methods: We used the questionnaire survey to collect data. We received the answers from the respondents on the basis of a controlled interview. The results we statistically processed using absolute and realtive frequencies. We also used the observation method to describe in line tracks. Results: The infrastructure of in line tracks in Prague is already well built and for skaters offer a wide selection to choose from, but there is still some space for improvement. The main focus should be on the surface quality and width, service for skaters and on some track also on length. Through the questionnaire survey it was found that in line trails are mostly attended working populations aged 26 - 35 years and the main reason why they skate is spend leisure time or improve their fitness. Key words: in line skating, sport for all, in line tracks, outdoor activities
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Sport as a Public Service: Equity and Efficiency of Local Sport Facilities
Popelka, Jakub ; Slepičková, Irena (advisor) ; Novotný, Jiří (referee) ; Ochrana, František (referee)
Title: Sport as a Public Service: Equity and Efficiency of Local Sport Facilities In the Czech Republic, clubs traditionally played a key role in providing sport facilities. In recent years, the role of local authorities in sport has strengthened. Hence, there have been changes in the management of sport facilities in the context of new trends in public administration and sport participation. The thesis analyzes and evaluates current modes of provision of public sport facilities as the consequence of these changes. The examined issue is narrowed down to the two theoretical concepts - sport equity and efficiency of sport facilities. These are perceived as a part of the performance of sport facilities (see Liu et al., 2009 or Kung and Taylor, 2010). The first part of the thesis aims to test the effect of different forms of management of sports facilities on the sport equity score in the framework of institutional analysis (Houlihan, 2005). On the basis of the original instrument for measuring of sport equity, the survey is carried out. The research sample (N = 193) is made up by the municipalities with extended powers, except for regional cities and Prague. The second part of the thesis has the character of an action research. The author evaluates the application of the NBS: Financial questionnaire...
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Applying the European Customer Satisfaction Index in the area of sport
Benda, Ondřej ; Šíma, Jan (advisor) ; Čáslavová, Eva (referee)
Title: Applying the European Customer Satisfaction Index in the area of sport Objectives: The main objective of this paper is to determine customer satisfaction of the Czech Association Sport for All (ČASPV) using the methodology of the European Customer Satisfaction Index (ECSI) and following the results of the research propose recommendations. The sub-objectives include modification of the ECSI methodology for the area of sport and comparison of the resulting ECSI index values in terms of the quality management system applied in ČASPV, different methods of determining the weights of measurable variables and already conducted research in the Czech commercial environment. Methods: The work uses, through the methodology of the European Customer Satisfaction Index (ECSI), the method of quantitative marketing research. For the primary data collection from ČASPV agents and clients, electronic and written inquiries were used. Results: According to the resulting ECSI index values, ČASPV clients have been very satisfied with the services and activities of the Association. In terms of the quality management system applied in ČASPV, the Sport for All (SPV) union group, which is linked to the system, achieved a higher ECSI value. When compared with already completed studies at commercial entities, the total...
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