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

Kód výsledku v 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>

Výsledek na webu

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DOI - Digital Object Identifier

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Jazyk výsledku

angličtina

Název v původním jazyce

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

Popis výsledku v původním jazyce

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.

Název v anglickém jazyce

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

Popis výsledku anglicky

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.

Druh

C - Kapitola v odborné knize

CEP obor

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OECD FORD obor

50201 - Economic Theory

Projekt

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Návaznosti

S - Specificky vyzkum na vysokych skolach<br>I - Institucionalni podpora na dlouhodoby koncepcni rozvoj vyzkumne organizace

Rok uplatnění

2017

Kód důvěrnosti údajů

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

Název knihy nebo sborníku

Contemporary Sport Marketing: Global Perspectives

ISBN

978-1-138-29132-4

Počet stran výsledku

13

Strana od-do

107-119

Počet stran knihy

296

Název nakladatele

Routledge

Místo vydání

New York

Kód UT WoS kapitoly

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