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
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DOI - Digital Object Identifier
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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
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Czech description
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Classification
Type
D - Article in proceedings
CEP classification
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OECD FORD branch
30306 - Sport and fitness sciences
Result continuities
Project
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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