Santrauka:
Darbe naudojama paslaugų kokybės analizė, nagrinėjami kokybės vertinimo modeliai, atliekamas kiekybinis BIG-Z sporto klubo klientų nuomonės tyrimas. Siūlomas paslaugų kokybės gerinimo planas. Darbą sudaro trys skyriai, pridedamas vienas priedas.
Description:
Laurynas Drevinskas. Profesional BA Thesis. Service Quality Improvement of Žydrūnas Savickas BIG-Z Sports Club by Mantvis UAB. Supervisor Assoc.Prof. Dr. Audrius Šimkus, Kauno Kolegija / University of Applied Sciences, Faculty of Management and Economics, Department of Sport Managemant. Kaunas, 2018.
At this time more and more people who like physical activity are choosing sport clubs. This sports club service quality have not been appreciation. For everyone sports club client wish to improving the quality of service. The aim of the thesis – get acquainted with the theory service quality assessment models and analyze UAB Mantvis sports club BIG-Z run by Ţydrūnas Savickas quality of service by conducting customer opinion survey and to proposing a plan for improving the quality of services. The main problem of the thesis – How to improve the quality and range of sports club services? Methods of the thesis – scientific literature analysis, questionnaire, descriptive statistics. The structure – In the theoretical part the general aspects of services and quality of service related aspects with the theoretical statements by various authors are analyzed and discussed. The practical part of the bachelor thesis presents analysis and summary of the survey data and evaluates UAB Mantvis Ţydrūnas Saviskas BIG-Z sports club quality of service on the basis of SERVQUAL model by conducting an online survey. The results / conclusions – analyzing the results of the questionnaire survey found the service in this sport club are rated well, but in some dimensions this can be improved. Short suggestions / recommendations – the work proposes a service quality improvement plan. This work consists of: 43 pages, 3 tables, 24 pictures, 23 references and sources of information, 1 appendix.
