Publication at First Faculty of Medicine, Faculty of Physical Education and Sport |
2012
Abstract
One of the most widely used methods of evaluating the service quality is SERVQUAL method. SERVQUAL focuses on the contrast between what quality service the customers expect and how the quality service is provided.
This method defines tangibles as one of the five dimensions of functional quality of service. This dimension is analyzed separately in this work.
The questioning was set in the fitness center AXAGYM in Prague.