| Abstract [eng] |
In the master's thesis the quality of the services of the sports club "City boxing" is analysed and evaluated, the interview method is applied to the head of the sports club, the questionnaires are applied to the employees of the sports club, and according to the SERVQUAL service quality assessment method. In the first part of the work, the concept of service quality, service classification, service quality assessment models and service quality improvement measures are presented. The second part of the work presents the research methodology and methods, briefly describes the activities of the sports club and the list of sports services provided by it. Qualitative and quantitative research was conducted for the visitors, staff and management of this club. And the third part of the study presents the results of the interview and questionnaire survey of the head of the sports club. Taking into account the theoretical part of the final work and the results of the empirical research, conclusions and suggestions for improving the quality of services provided by the sports club are presented. |
