Abstrakt
The contribution represents results of a pilot study which was aimed at estimating the reliability of the SERVQUAL questionnaire in the Czech version by means of reviewing specific reliabilities of individual items evaluating the functional service quality. As a part of the study there was also the Czech version verification of sub-dimensions factor structure of the functional quality and its comparison with the original questionnaire structure.
The participants in the pilot study were 166 customers of a Prague fitness centre (107 women and 59 men) of the average age of 31 years. The results imply that after slight modifications the Czech version of the SERVQUAL questionnaire will be appropriate for evaluating the functional service quality in the fitness area.