Service quality improvement of brazilian martial art club Kaunas Capoeira

Study object is sports organization service quality. Study aim: to establish the opportunities of brazilian martial arts club Kaunas Capoeira service quality improvement. Study tasks: 1. To discuss the theoretical aspects of sports organizations; 2. To analyze the peculiarities of sports service quality improvement; 3. To rate service quality of brazilian martial arts club Kaunas Capoeira. Study methods: scientific literature analysis, questionnaire and descriptive statistical analysis. Study conclusions. The study found that the main selection criteria of brazilian martial art club Kaunas Capoeira was the opportunity to try out a new sport. According to subjects, the club lacked following services: creating of diet plans, individual training, opportunities to practice other sports activities such as strength and endurance training and the possibility to buy drinks and snacks. As the essential deficiencies in brazilian martial art club Kaunas Capoeira the absence of shortcomings drinks / snacks sales, insufficient external communication and the lack of variety of services were indetified. Service reliability of club Kaunas Capoeira was regarded as good. Service response estimated at better than average. In order to improve the quality of service it is necessary to carry out more detailed information about the club. Service certainty was assessed as very good. It need to be taken into account that subjects rated the club‘s price-performance ratio and the appropriateness of the club's image poorly. These aspects should be improved in order to improve the quality of service in club Kaunas Capoeira. Service tangibility was assessed as good, but for the quality of service it should be required to improve the regularity of staff. The empathy of service in club Kaunas Capoeira is better than average. In order to improve the quality of service it is needed understand the customer's specific needs better and to respect the attitudes and values of the customer. It is also necessary to provide each customer more individual attention