Analýza spokojenosti členů vybraných florbalových klubů v Moravskoslezském kraji

Abstract

This thesis analyses and compares member satisfaction in two floorball clubs in the Moravian-Silesian Region — FBC Intevo Třinec and 1.SC NATIOS Vítkovice. The aim is to identify the factors influencing member satisfaction, distinguish their relative importance, and determine the actual level of satisfaction. The theoretical framework draws on the SERVQUAL model, the Kano model, and Herzberg’s two-factor theory, the synthesis of which enables the classification of satisfaction determinants into hygiene and motivational factors. A qualitative research design was adopted. Data were collected through seven semi-structured in-depth interviews with players and coaches from both clubs and analysed using thematic analysis following Braun and Clarke (2006). The research questions address six satisfaction determinants: training quality and coaching, facilities and equipment, communication and organisation, financial demands, community atmosphere, and competitive level, supplemented by an assessment of factor importance and overall satisfaction. The findings indicate that overall satisfaction is at a good level, yet exhibits considerable differentiation — in FBC Třinec it reaches 8–9/10 with a homogeneous trend, whereas in 1.SC Vítkovice it ranges from 6.5 to 9/10, with a marked disparity between the women’s and men’s sections. The key finding is that satisfaction is not primarily determined by material conditions but rather by coaching stability and community atmosphere. Coaching stability was identified as the central determinant with the strongest impact across all dimensions, while community atmosphere emerged as the most effective motivational factor and compensatory mechanism. The research further demonstrated that facilities represent a tolerated yet potentially destructive deficit, and that perceived fairness operates as a cross-cutting satisfaction factor. Based on these findings, specific recommendations are formulated. For FBC Třinec, the proposals are optimisation-oriented; for 1.SC Vítkovice, they are transformational in nature. General recommendations emphasise the prioritisation of personnel stability over material investments and the application of Herzberg’s logic in resource allocation.