SERVQUAL MODEL USED FOR PREDICTION OF CUSTOMER SATISFACTION IN CZECH FITNESS CENTRES
Journal Title: Marketing Identity - Year 2017, Vol 5, Issue 1
Abstract
The aim of this study is to examine the applicability of the SERVQUAL model which predicts customer satisfaction in the area of fitness in the Czech Republic. 356 respondents from three Prague fitness centres and one fitness centre in Příbram, Central Bohemia, participated in the research. Service quality was measured by the SERVQUAL model, satisfaction was measured by the Oliver scale. Two files of data were gathered: the first with the aim to find out customer expectation with which customers attend their fitness centre and the second, with the aim to find out their quality perception. A difference of measured values was set and these results were subsequently used to predict customer satisfaction. The results of the study do not support the usage of the SERVQUAL model to predict customer satisfaction in fitness centres throughout the Czech Republic. The results indicate the need for another study of factors that determine customer satisfaction in the area of fitness in the Czech Republic.
Authors and Affiliations
Jan Šíma, Tomáš Ruda
Keywords
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- EP ID EP318625
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