Měření spokojenosti zákazníků se službami fitness centra

Abstract

The aim of this bachelor’s thesis is the measurement of customer satisfaction with fitness centre services. The main goal of the thesis is the research of customer satisfaction level with the provided services of Lu-Ka Fitness club in Nový Jičín and on the basis of identifying reasons for dissatisfaction, to propose recommendations for improvement.The data necessary for such analysis were collected via questionnaire and processed in IBM SPSS Statistic and MS Excel. On the basis of the results of research, the following propositions and recommendations were suggested, that differed in financial and time-consuming difficulties. The propositions regard changes in size and equipment of the fitness centre, changes of music, adjustment of the level of provided services in summer etc. In accordance with the research results we can define relatively high customer satisfaction level withservices provided in the fitness centre.