Proces pilotní standardizace české verze dotazníku SERVQUAL pro oblast sportovních služeb

• Název práce v češtině: Proces pilotní standardizace české verze dotazníku SERVQUAL pro oblast sportovních služeb
• Název v anglickém jazyce: Standardization of Czech version of Servqual for sport services nebo jen Servqual for sport services in Czech environment
• Klíčová slova: Kvalita služby, Měření kvality služeb, Teorie zobecnitelnosti, Faktorová analýza
• Klíčová slova anglicky: Service quality, Measurement of service quality, Generalizability theory, Factor analysis
• Akademický rok vypsání: 2010/2011
• Typ práce: diplomová práce
• Jazyk práce: čeština
• Ústav: Management (51-400110)
• Vedoucí / školitel: doc. PhDr. Jan Šíma, Ph.D.
• Řešitel: skrytý - zadáno vedoucím/školitelem
• Datum přihlášení: 13.10.2010
• Datum zadání: 28.08.2011
• Datum a čas obhajoby: 15.09.2011 10:30
• Místo konání obhajoby: FTVS UK
• Datum odevzdání elektronické podoby: 01.09.2011
• Datum odevzdání tištěné podoby: 01.09.2011
• Datum proběhlé obhajoby: 15.09.2011
• Oponenti: Mgr. Ondřej Pecha, Ph.D.

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Předběžná náplň práce

Cíle práce: Diplomová práce si klade za cíl zahájit proces standardizace české verze dotazníku SERVQUAL v oblasti fitness a rekreačního sportu a připravit tak půdu pro jeho budoucí použití v praxi.
Metoda: Dotazník SERVQUAL byl nejprve přeložen do českého jazyka a distribuován do dvou fitness v průběhu půl roku. Pomocí teorie zobecnitelnosti byla zjištěna reliabilita a faktorové analýzy vnitřní struktura tohoto nástroje.
Výsledky: Přináší informace o použití této metody měření kvality služeb pro oblast fitness v české republice. Formuluje doporučení pro další úpravy a použití dotazníku v českém prostředí.

Předběžná náplň práce v anglickém jazyce

Objectives: This paper focus is to initiate the standardization process of the Czech version of the SERVQUAL questionnaire for fitness and recreational sport and prepare the ground for its future use in practice.
Methods: First was SERVQUAL questionnaire translated into Czech language and distributed to two fitness centers during six months period. Then using Generalizability theory and faktor analysis the reliability and internal structure of this instrument was examined.
Results: Provides information about use of this instrument in assesing service quality of fitness centers in Czech republic . Proposes recommendations for further modification and use the questionnaire in the Czech environment