Pramogų klubo klientų aptarnavimo vertinimas
Evaluation of Customer Service in a Recreation Club
Author(s): Evandželina Petukienė, Rasa Čerškutė, Laura BernotaitėSubject(s): Social Sciences
Published by: VšĮ Šiaulių universiteto leidykla
Keywords: Customer; recreation; competitiveness.
Summary/Abstract: The paper presents customer service analysis as a factor differentiating one club from another and their competitiveness. Customer service analysis was carried out in Šiauliai recreation club, “Expresas”. For this purpose a questionnaire was developed. Questions were designed using SERVQUAL methodology and responding to the wishes of the club managers. 460 respondents were involved in this analysis. Analysis results show that the staff of the recreation club “Expresas” were evaluated positively: are polite, helpful and attentive. A conclusion was made that staff work quality is high and it attracts clients. However, the majority of respondents needed more individual attention what is directly linked to staff motivation.
Journal: Jaunųjų mokslininkų darbai
- Issue Year: 2007
- Issue No: 3(14)
- Page Range: 151-154
- Page Count: 4
- Language: Lithuanian