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Article
Using the SERVQUAL Model in Prediction of Customer Satisfaction in Czech Fitness Centres
Author(s)
Jan Šíma, Tomáš Ruda
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DOI:10.17265/2328-2185/2019.01.004
Affiliation(s)
Charles University, Prague, Czech Republic
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. Three hundred and fifty-six 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, and
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.
KEYWORDS
fitness, services, quality, satisfaction, SERVQUAL, Oliver scale
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