Title: Service quality research in swimming facility for children. Objectives: The main goal of this master's thesis is to analyze the quality of services in the swimming facility for children called Babyclub Čochtánek. Used questionnaire method is based on modified version of standardized questionnaire SERVQUAL. Marketing research results lead to the suggestions and proposals for facility management, who can improve level of offered services, gain new customers and increase satisfaction of the current ones. Methods: Marketing research consists of quantitative and qualitative methods. For interview with Babyclub clients are used written and electronic questionnaire, inspired by a standardized questionnaire SERVQUAL, which determines the quality of services from the customer's perspective. The questionnaire examined the actual perception of service quality and compared it with the respondent's expectations. The study also used a semi structured interview with the Babyclub owner, under which it is recorded in the results of an estimate by Babyclub management. The theoretical part is based on the analysis of documents. Results: Research results are displayed in graphs and classification crosses, wich are pointing out the fact that service quality in Babyclub Čochtánek is form customer's point of view...
| Identifer | oai:union.ndltd.org:nusl.cz/oai:invenio.nusl.cz:349051 |
| Date | January 2016 |
| Creators | Vacková, Iveta |
| Contributors | Šíma, Jan, Voráček, Josef |
| Source Sets | Czech ETDs |
| Language | Czech |
| Detected Language | English |
| Type | info:eu-repo/semantics/masterThesis |
| Rights | info:eu-repo/semantics/restrictedAccess |
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