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Servqual model used for prediction of customer satisfaction in Czech fitness centres

The result's identifiers

  • Result code in IS VaVaI

    <a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F00216208%3A11510%2F17%3A10374631" target="_blank" >RIV/00216208:11510/17:10374631 - isvavai.cz</a>

  • Result on the web

  • DOI - Digital Object Identifier

Alternative languages

  • Result language

    angličtina

  • Original language name

    Servqual model used for prediction of customer satisfaction in Czech fitness centres

  • Original language description

    The aim of study is to examine the applicability of the SERVQUAL model which predicts customer satisfaction in the area of fitness in the Czech Republic. 356 respondents from three Prague fitness centers and one fitness center in Příbram, Central Bohemia, participated in the research. Service quality was measured by the SERVQUAL model, satisfaction was measured by the Oliver scale. Two files of data were gathered: the first with the aim to find out customer expectation with which customers attend their fitness centre and the second, with the aim to find out their quality perception. A difference of measured values was set and these results were subsequently used to predict customer satisfaction. The results of the study do not support the usage of the SERVQUAL model to predict customer satisfaction in fitness centers throughout the Czech Republic. The results indicate the need for another study of factors that determine customer satisfaction in the area of fitness in the Czech Republic.

  • Czech name

  • Czech description

Classification

  • Type

    D - Article in proceedings

  • CEP classification

  • OECD FORD branch

    30306 - Sport and fitness sciences

Result continuities

  • Project

  • Continuities

    I - Institucionalni podpora na dlouhodoby koncepcni rozvoj vyzkumne organizace

Others

  • Publication year

    2017

  • Confidentiality

    S - Úplné a pravdivé údaje o projektu nepodléhají ochraně podle zvláštních právních předpisů

Data specific for result type

  • Article name in the collection

    Marketing Identity 2017

  • ISBN

    978-80-8105-918-6

  • ISSN

    1339-5726

  • e-ISSN

    neuvedeno

  • Number of pages

    9

  • Pages from-to

    238-246

  • Publisher name

    Fakulta masmediálnej komunikácie

  • Place of publication

    Trnava

  • Event location

    Smolenice, Trnava

  • Event date

    Nov 7, 2017

  • Type of event by nationality

    WRD - Celosvětová akce

  • UT code for WoS article

    000461539700024