Měření spokojenosti zákazníků fitness centra

Abstract

The aim of this thesis is to realize the measurement of customers satisfaction with the Fitness Center PEPA. The elements of the marketing mix, such as the price and the material environment factor are used here. The customers‘ opinions of the fitness were obtained through the marketing mix method. The thesis starts with a chapter devoted to the presentation of the Fitness Center PEPA. Additionally, the characteristic of the current marketing mix and a brief description of competitors of the Fitness Center PEPA are to be found in this chapter. The theory is concentrated on the aspects of the marketing service problems, the customers‘ satisfaction, the measurement of customers‘ satisfaction and the marketing mix of services. The practical part is devoted to the marketing survey method, the process and the interpretation of the survey results. In the conclusion, there are suggested precautions which shall lead to the increase of quality of the services which are provided. Obviously, these precautions shall also lead to the increase of the customers‘ satisfaction with the Fitness Center PEPA.