Spokojenost klientů fitcentra ve Vsetíně

Abstract

The topic of this thesis is an analysis of client satisfaction at a selected fitness center in Vsetín. The thesis is divided into two main sections: a theoretical section and a practical section. The theoretical section defines the fundamentals of quality management and the concept of customer satisfaction. In the practical part, a quantitative questionnaire survey was conducted, and the data were evaluated using descriptive statistics and a comparison of the assessed areas. The goal was to assess key aspects of the services provided (facilities, cleanliness, professionalism and attitude of the staff, range of activities, pricing, hours of operation, and atmosphere). The result was the identification of the key factors influencing satisfaction and the areas with the greatest potential for improvement. Based on this, the following measures were proposed: improving the cleanliness of the facility, modernizing the restrooms, showers, and changing rooms, and purchasing new cardio equipment. These proposed steps are aimed at improving the quality of services provided, enhancing competitiveness, and providing essential information for management decision-making.