AUC KINANTHROPOLOGICA

AUC KINANTHROPOLOGICA

Acta Universitatis Carolinae Kinanthropologica (AUC Kinanthropologica) is an international peer reviewed journal for the publication of research outcomes in the humanities, the social sciences and the natural sciences, as applied to kinathropology. It is a multidisciplinary journal accepting only original unpublished articles in English in the various sub-disciplines and related fields of kinanthropology, such as Anthropology, Anthropomotorics, Sports Pedagogy, Sociology of Sport, Philosophy of Sport, History of Sport, Physiology of Sport And Exercise, Physical Education, Applied Physical Education, Physiotherapy, Human Biomechanics, Psychology of Sport, Sports Training and Coaching, Sport Management, etc. The journal also welcomes interdisciplinary articles. The journal also includes reports of relevant activities and reviews of relevant publications.

The journal is abstracted and indexed by CNKI, DOAJ, EBSCO, ERIH PLUS, SPOLIT, SPORTDiscus, and Ulrichsweb.

AUC KINANTHROPOLOGICA, Vol 56 No 2 (2020), 143–159

Using an enhanced SERVQUAL approach to assess service quality in Czech fitness centers

Jan Šíma, Eva Čáslavová, William Crossan

DOI: https://doi.org/10.14712/23366052.2020.14
zveřejněno: 17. 12. 2020

Abstract

This study is focused on the issue of sport service validation in the fitness domain; it aims to propose a systematic procedure for evaluating the quality of services in the Czech fitness industry. Cross-cultural transfer and validation of the SERVQUAL method (Parasuraman, Zeithaml, Berry, 1988), which was originally validated for American customers, is discussed practically. The modified Czech version of the SERVQUAL questionnaire was the main tool of data collection in the market research of six fitness centers chosen randomly with a sum of 697 participants. Upon completion of data collection, the reliability of the model was repeatedly evaluated by means of SEM – Structural Equation Modelling. Based on the SEM results a hierarchical structured model was designed with a general factor and four factors corresponding to questionnaire subscales.

Klíčová slova: sport; customer satisfaction; questionnaire; structural equation modelling

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ISSN: 1212-1428
E-ISSN: 2336-6052

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