Customer's View of Service Quality in Private Fitness Center

Title: Customer's view of service quality in private fitness center Objectives: The thesis is focused on selected fitness and wellness club Holmes Place Premium Karlín, where the client's satisfaction with the quality of services offered was determined by using the marketing research. The specific form of this research consisted of a questionnaire survey method called SERVQUAL. With this method, the client's ideas about services in an excellent fitness center are measured first and then these ideas are compared to the actually perceived service quality in the selected facility. The result of the whole research is the quality evaluation of the individual services and all the services as a whole. Based on these results, the thesis presents recommendations and suggestions for the club management to improve the quality of selected services and increasing the level of customer satisfaction. Method: For the survey of service quality in fitness and wellness club Holmes Place Premium Karlín was used the standardized SERVQUAL questionnaire. This questionnaire examines and compares the expected quality of services in an excellent fitness center to the actually perceived service quality in the selected club as the customers evaluates it themselves. Data collection was proceeding between October 2013 to March..