Analýza spokojenosti zákazníků fitklubu

Abstract

The aim of this thesis is to identify and analyse the key factors of the clients' satisfaction and dissatisfaction of Sport Perfekt and the service they provide to ultimately provide suggestive improvements to increase the clients’ satisfaction, based on information gathered. The represented company is introduced and characterized in the first part of the thesis. In addition, this chapter is devoted to the application of the marketing mix where the human factor, the material environment and the service itself are processed in further detail. In the theory part are introduced all the services, including the service marketing mix, service with more elaborate details of the human factor and the material environment factor. The conclusion of the theory is devoted to the customers' satisfaction and the method of its measurement. The method of the planed marketing mix was first defined in the practical part. In addition, the processed data and the interpretation of the results, in both table and graph form, are also defined in this section. By compiling the obtained research, educated recommendations and suggestions were propounded for the individual problematic fields.