Organizations have long been chasing customer satisfaction and loyalty. Sports providers are no different, as they are aware of all the advantages satisfied and loyal customers bring to them. Main factor affecting satisfaction towards sports providers is service quality. It can be divided to staff quality, program quality, quality of the facilities and equipment and outcome quality. The foundation and precursor of loyalty is satisfaction. The main goal of the thesis is to study the main factors of customer satisfaction and loyalty and their effects towards provider of boxing exercise. After theoretical framework and analysis of similar already conducted studies, I conducted my own study. I conclude that service quality positively and relatively strongly affects customer satisfaction of boxing exercise participants. Quality of facilities and equipment has a greater impact on customer satisfaction than staff quality. I can not confirm the effect of satisfaction on loyalty. However, I conclude that satisfaction has a strong and positive impact on customers' willingness to reccomend boxing exercise providers.
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