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

Kód výsledku v 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>

Výsledek na webu

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DOI - Digital Object Identifier

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Jazyk výsledku

angličtina

Název v původním jazyce

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

Popis výsledku v původním jazyce

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.

Název v anglickém jazyce

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

Popis výsledku anglicky

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.

Druh

D - Stať ve sborníku

CEP obor

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OECD FORD obor

30306 - Sport and fitness sciences

Projekt

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Návaznosti

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 statě ve sborníku

Marketing Identity 2017

ISBN

978-80-8105-918-6

ISSN

1339-5726

e-ISSN

neuvedeno

Počet stran výsledku

9

Strana od-do

238-246

Název nakladatele

Fakulta masmediálnej komunikácie

Místo vydání

Trnava

Místo konání akce

Smolenice, Trnava

Datum konání akce

7. 11. 2017

Typ akce podle státní příslušnosti

WRD - Celosvětová akce

Kód UT WoS článku

000461539700024