Using of the European Customer Satisfaction Index in the area of sport

Tomáš Ruda, Jan Šíma and Ondřej Benda

Ekonomika a Management, 2014, vol. 2014, issue 3

Abstract: Content of this study is an example of the ECSI (European Customer Satisfaction Index) method application on the area of sport, specifically to the area of the Czech Association Sport for Everyone (ČASPV). For the needs of the ČASPV member satisfaction research the ECSI methodology was modified and compared with final values of the ECSI indices from the point of view of the used quality management system in ČASPV, different methods of scales setting of measurable variables or researches already done in the Czech commercial environment. The method used was the quantitative method where the main diagnostic tool was a questionnaire that was distributed both in the electronic and the written form. The results of the study imply that the ČASPV clients are highly satisfied with services provided as well as with the association activities. From the point of view of the used quality management system there is a group of branches in the ČASPV that is related to this system of higher ECSI index value. While comparing this research to previous researches done at commercial subjects the overall ECSI index indicates the associations examined and four hypothetical variables of higher values.

Keywords: Sportovní služby; Service in sport; Sport for All; Czech Association for Sport for All; Sport pro všechny; ČASPV (search for similar items in EconPapers)
JEL-codes: G30 (search for similar items in EconPapers)
Date: 2014
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