Samenvatting

Introduction This report is written for Personal Sports Club. This report will gain more insight into the customer satisfaction for Personal Sports Club. At this moment in time, Personal Sports Club has little to no insight in their customer satisfaction. That is why this research was needed.
Background information Personal Sports Club is a unique fitness- and wellness centre in Zoetermeer. In the club it is possible to exercise responsibly and safely on modern equipment under the personal guidance of experienced instructors. Personal guidance, luxury and comfort are important values at Personal Sports Club. The experienced staff ensures that the customers of Personal Sports Club can exercise and relax in a way that suits them.
Findings The desk research showed that according to Thomassen service quality, product quality and pricing are the most important factors in customer satisfaction. The service quality can be divided into four dimensions: ambiance, convenience, reliability and customer orientedness. Product quality can be split into basic features, overall quality and additional features. The most influential factors in customer satisfaction for the price are the absolute price and the value for money. The field research showed that the customers of Personal Sports Club are generally satisfied with the service quality, product quality and price. Customer orientedness scores the highest of the 4 dimensions. Convenience scores the lowest of the 4 dimensions of service quality.
Conclusion After this research, the results show that temperature inside can be too hot to workout comfortably. The temperatures sometimes rise to 22 – 24 degrees Celsius. The question about the opening hours scores the lowest in the dimension convenience. The interviews have shown that this is true for the weekends. The results also show that customers think that the leather of 4 machines need to be repaired. This also applies to the broken display on one of the crosstrainers. Finally there should be a follow-up research. This could be about the customer loyalty.
Recommendations To improve the customer satisfaction, it is important to improve the above mentioned points. The temperature inside should be at least a few degrees lower. The opening hours in the weekends can be extended with 3 hours on Saturday and Sunday. The new closing time will be 6PM on Saturday and 5PM on Sunday. A repair technician should be hired to repair the display of the crosstrainer and the leather of the machines. Finally, an intern can be hired to do the follow-up research to investigate customer loyalty or do the same customer satisfaction research, so Personal Sports Club has systematically insight in the expectations and experiences of their customers.