Analýza spokojenosti návštěvníků fitness centra

Abstract

Diploma thesis is focused on the following issue: „Analysis of fitness centre visitor satisfaction“. Goal of this thesis was to perform a survey among the visitors of selected fitness centre to investigate how satisfied they are with the services provided. Part presenting the theory provides definition of terms related to the diploma thesis topic - service, its classification, characteristics and service marketing mix. Furthermore, customer individuality, contentment and factors impacting his/her decision making have been defined. Practice part provides detailed description of marketing mix in the selected fitness centre. Marketing research has been performed in a form of written questionnaire. Data obtained from survey questionnaire were afterwards evaluated both verbally and graphically. The last but one chapter of this thesis summarizes survey scores resulting in suggested recommendations which if properly implemented, might lead to higher customer contentment and loyalty.