Měření spokojenosti zákazníků se službami squash klubu

Abstract

The aim of this work is to determine to what extent customers are satisfied with the services offered by the BSO Squash Club. The work first provides a detailed description of the company, which describes the emergence and development of the BSO Squash Club and the offer services of sport centre, It is evaluated microenviroment and macroenviroment of the company. The following charter focuses on the theoretical basics for the marketing services, sport marketing, customer satisfacrion and customer satisfaciton measurement. Another part of the work is devoted to the methodology of data collection and analysis of survey data. Scoring is their satisfaction with various factors squash center and staff, satisfaction with complementary services - training, tournaments, bar assortment and satisfaction with prices. Moreover satisfaction was examined what innovations customers would most welcome. The research results were developed proposals and recommendations for the management BSO Squash Club, which could improve customer satisfaction and also increase the visit rate of the center. The major problems of the squash club are insufficient marketing communications and customer information, and obsolescence of the centre, especially squash courts and facilities.