The European Customer Satisfaction Index and its Usage in the area of Sport

Result code in IS VaVaI
<a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F00216208%3A11510%2F17%3A10329196" target="_blank" >RIV/00216208:11510/17:10329196 - isvavai.cz</a>
Result on the web
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DOI - Digital Object Identifier
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Result language
angličtina
Original language name
The European Customer Satisfaction Index and its Usage in the area of Sport
Original language description
Content of this study is an example of the ECSI (European Customer Satisfaction Index) method application on the area of sport, specifically to the area of the Czech Association Sport for Everyone (ČASPV). For the needs of the ČASPV member satisfaction research the ECSI methodology was modified and compared with final values of the ECSI indices from the point of view of the used quality management system in ČASPV, different methods of scales setting of measurable variables or researches already done in the Czech commercial environment. The method used was the quantitative method where the main diagnostic tool was a questionnaire that was distributed both in the electronic and the written form. The results of the study imply that the ČASPV clients are highly satisfied with services provided as well as with the association activities. From the point of view of the used quality management system there is a group of branches in the ČASPV that is related to this system of higher ECSI index value. While comparing this research to previous researches done at commercial subjects the overall ECSI index indicates the associations examined and four hypothetical variables of higher values.
Czech name
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Czech description
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Project
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Continuities
S - Specificky vyzkum na vysokych skolach<br>I - Institucionalni podpora na dlouhodoby koncepcni rozvoj vyzkumne organizace

Publication year
2017
Confidentiality
S - Úplné a pravdivé údaje o projektu nepodléhají ochraně podle zvláštních právních předpisů

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