Autoatendimento em serviços: um estudo da satisfação no mercado fitness

Abstract

The aim of this Monograph is to analyze the attributes of a self-service in the fitness market that favors the achievement of customer satisfaction. For this, he sought to conduct a study on consumer satisfaction of a self-service in a health Fortaleza. The methodology used was quantitative, descriptive character. We used the technical procedure of survey and treatment of descriptive statistical data. Questionnaire was administered to 100 respondents, customers of the brand, also held an interview with the manager and unsystematic observations inside the venue. Such research provided better understanding of the main actions of a self-service at the academy, as customers evaluated the different attributes of the service offered, which the satisfaction of these and what aspects could be improved to increase satisfaction. Among the results highlighted by cutting-edge infrastructure offered to their customers, with affordable market and with little presence of officials to provide guidance on their exercise routines and how to use the devices. Moreover, they determined as the main reason for choosing this academy looking for physical infrastructure and high end of the new machinery; and it determines that customers are more satisfied about the infrastructure, physical and price environment it offers and dissatisfied with little support given by professionals, small amount of equipment and high waiting time. Some improvements were requested to increased satisfaction such as a customization of care on behalf of employees and greater communication of the company with customers to clarity of information which removes the self-service model proposed by the academy, there I seen such public requesting not It is part of the company's target segment and possibly tend to migrate to medium term to another gym. In general, concludes that this Academy Self-made physical activity more accessible to the people of various socioeconomic classes unlike conventional gyms that focus their service to a kind of public and therefore possibly can create a culture change where ceases to use the full service of a gym using the personalized service prefer to join the self-service of the academy as a form of physical exercise.