PROCESS OF PILOT STANDARDIZATION OF THE CZECH VERSION OF SERVQUAL QUESTIONNAIRE THAT EVALUATES THE QUALITY OF SERVICE IN THE FITNESS SECTOR
Abstract
This paper describes individual steps of pilot standardization of the SERVQUAL questionnaire as methods designated for service quality evaluation from the customer point of view. The aim of this work is to get a standardized tool to evaluate service quality in the fitness area in the Czech Republic.
To fulfil this aim, several partial tasks had to be fulfilled such as the professional translation of the original questionnaire version, appraisal of expert validity and verification of factor validity of the Czech questionnaire version. The results denote that after several modifications the Czech version of the SERVQUAL questionnaire will be suitable for service quality evaluation provided by Czech fitness centres.