Sporto klubo "Dzeta” paslaugų kokybės vertinimas

Grižas, Ugnius

Dspace pagrindinis
→
Studentų baigiamieji darbai - Studijų programos
→
sporto vadyba
→
Peržiūrėti elementą

Sporto klubo "Dzeta” paslaugų kokybės vertinimas

Grižas, Ugnius

URI: http://dspace.kaunokolegija.lt//handle/123456789/2551

Data: 2019-06-04

Santrauka:

Baigiamajame darbe nagrinėjamas sporto klubo paslaugų kokybės vertinimas. Trumpai aptariama paslaugos bei sporto paslaugos samprata. Išdėstomas paslaugų kokybės vertinimas kliento akimis, nagrinėjama Lietuvos ir užsienio autorių mokslinė literatūra bei straipsniai. Teorinės dalies pabaigoje, aptariami pagrindiniai paslaugų kokybės vertinimo modeliai. Pasirinkus dažniausiai paslaugų kokybės tyrime naudojamą SERVQUAL modelį, atliktos anketinės apklausos. Analitinėje darbo dalyje, pateikti išanalizuoti bei apibendrinti gauti apklausos duomenys apie sporto klubo „Dzeta“ teikiamų paslaugų kokybę, apskaičiuota laukta kokybė (lūkesčiai) ir patirta kokybė bei spragos. Praktinėje dalyje aptariamos analitinėje darbo dalyje pastebėtos problemos ir pateikiami pasiūlymai sporto klubo „Dzeta“ paslaugų kokybei gerinti.

Description:

The course work is a research of Sport‘s club‘s service quality. There is shortly discussed the concept of service and sport‘s service. The evaluation of service quality is being conveyed through the position of a client. An examination of Lithuanian and foreign authors scientific literature and articles is being done. In the end of theoretical part, the main models of service quality evaluation are being discussed. Questionnaire has been accomplished by choosing SERVQUAL, most frequently in service quality evaluation research used method. In analytical piece of work, the analyzed and summarized questionnaire‘s information about the quality of Sport‘s club “ Dzeta” provided services, is being presented, calculated expected quality (expectations) and experienced quality and gaps. The practical part presents the problems observed in the analytical part of the work and introduces suggestions for improving the quality of services of the sports club “ Dzeta”. Work problem. Wanting to survive in present market conditions, one needs to ensure it‘s sport‘s club competitive service quality. Quality is a relative term, which different people perceive individually. That is the reason why to every sport‘s club feedbacks/opinions about their services provided are of the great importance. In which areas of services provided, the customers of Sport‘s club „Dzeta“ are not satisfied and how the quality of service of this club can be improved. Work aim. With reference to SERVQUAL methodology, to analyze the service quality provided by Sport‘s club “ Dzeta“. Work methods. In final work the analisis of scientific literature and a questionnaire method is being used. Work structure. Final work consists of theoretical, analytical and practical parts. In theoretical part of work, Lithuanian and foreign literature, scientific articles are being researched and discussed. Shortly are reviewed service and sport‘s service concepts. Also the concept of what the sport‘s club is being defined and physical activity is discussed. The requirements are presented and also, in this part, there is shortly mentioned, what kind of information service person nel has to provide to every new sport‘s club customer. The evaluation of service quality from the side of customer is discussed and the criteria of customer service evaluation represented. Also in this part of work, the main service quality evaluation models are discussed. It is: Quality Breach Model, SERVQUAL Method, 4Q Advanced Quality Model, Commonly Conceived Quality Model, Retail Trading Service Quality Model, also known as, RSQS. In analytical work part, according to SERVQUAL method, the results of questionnaire‘s data is investigated. Every SERVQUAL method‘s dimension (materialistic values, reliance, sensitivity, empathy, assurance) is discussed separately. To every quality service dimension three questions are asserted. All in all, in accordance with dimensions, the analyzed and summarized research data is introduced. Calculate scores average of expected quality and experienced quality for dimension statements, and derive gaps. The results obtained are also systematized and presented general score average of dimensions and the gaps calculated. According to the dimensions, the analysis data are analyzed and summarized. In project part of work, problems, which are briefly discussed in the analytical part, are examined. These are the problems most often encountered by respondents after answering the questionnaire. After analyzing and reviewing the problems, suggestions are made on how to reduce or avoid them to improve the quality of the services provided. Work results. After analyzing received research results, it was found, that the respondents who attended, are of good opinion about Sport‘s club “ Dzeta“ providing service and it‘s quality. Results in all five dimensions (materialistic values, reliance, sensitivity, empathy, assurance) were very similar. About 70 % of participants in the survey evaluated a personnel and service and it‘s quality positively. Only a very small group of 10 % (which constanly been varying), responded, that in aspects presented above they find default or are simply not satisfied with the service provided. Identified gaps in the dimensions of assurance and empathy that emerged between expected quality (expectations) and experienced quality. In the end of final work recommendations and offers are presented for the improvement of Sport‘s club “ Dzeta“ service.

Rodyti visą įrašą