A carregar...
Publicação
Relatório de estágio curricular no Kalorias
| Nome: | Descrição: | Tamanho: | Formato: | |
|---|---|---|---|---|
| 18.19 MB | Adobe PDF |
Autores
Orientador(es)
Resumo(s)
Praticar atividade física e manter um estilo de vida saudável transformou-se num interesse e numa procura crescente por parte dos portugueses. Seja por uma questão de estética ou de saúde, o importante é perceber que o mundo do fitness é atualmente uma tendência do futuro. Tendo um gosto pessoal pela área dos ginásios, ingressei num estágio profissional no Clube de Saúde Kalorias de Linda-a-Velha. Independentemente da sua interrupção devido à pandemia COVID-19, ainda foi possível ter contacto com a gestão dos recursos humanos e passar por experiências de liderança. De modo a analisar a satisfação e fidelização do cliente é desenvolvido um projeto de investigação realizado no local de estágio. Foi implementado um questionário através de um suporte físico e online a 275 pessoas onde 42,5% representa o sexo masculino e 57,5% sexo feminino, com idades entre 15 e 85 anos. Concluiu-se que as mulheres frequentam mais o Clube e todas as áreas de interesse. O ginásio é a área mais procurada e os homens preferem atividades individuais e as mulheres coletivas. 60% dos entrevistados optam pela utilização de apenas um serviço. Os parâmetros que os clientes consideram mais relevantes são a localização, o horário de funcionamento, as instalações do clube e os acessos. As valências mais procuradas no staff são a simpatia, profissionalismo e as competências técnicas. Por fim, a intenção de recompra e aconselhamento contêm valores acima dos 90% e no geral a opinião e satisfação é bastante favorável em relação aos serviços prestados pelo clube .
Practicing physical activity and maintaining a healthy lifestyle has become a growing interest and demand by the Portuguese people. Whether for aesthetic or health reasons, the important thing is to realize that the world of fitness is now a trend of the future. Having a personal taste for the gym area, I started a professional internship at Clube de Saude Kalori as in Linda-a-Velha. Regardless of its interruption due to the COVID-19 pandemic, it was still possible to have contact with human resources management and go through leadership experiences. In order to analyze customer satisfaction and loyalty, a research project was developed at the internship site. A questionnaire was implemented through a physical and online support to 275 people where 42.5% represents the male gender and 57.5% the female gender, with ages between 15 and 85 years old. It was concluded that women frequent more the Club and all areas of interest. The gym is the most sought after area and men prefer individual activities and women collective ones. 60% of the interviewees choose to use only one service. The parameters that customers consider most relevant are location, opening hours, club facilities and access. The most sought after staff skills are friendliness, professionalism and technical skills. Finally, the intention to repurchase and advice contain values above 90% and overall the opinion and satisfaction is quite favorable regarding the services provided by the club.
Practicing physical activity and maintaining a healthy lifestyle has become a growing interest and demand by the Portuguese people. Whether for aesthetic or health reasons, the important thing is to realize that the world of fitness is now a trend of the future. Having a personal taste for the gym area, I started a professional internship at Clube de Saude Kalori as in Linda-a-Velha. Regardless of its interruption due to the COVID-19 pandemic, it was still possible to have contact with human resources management and go through leadership experiences. In order to analyze customer satisfaction and loyalty, a research project was developed at the internship site. A questionnaire was implemented through a physical and online support to 275 people where 42.5% represents the male gender and 57.5% the female gender, with ages between 15 and 85 years old. It was concluded that women frequent more the Club and all areas of interest. The gym is the most sought after area and men prefer individual activities and women collective ones. 60% of the interviewees choose to use only one service. The parameters that customers consider most relevant are location, opening hours, club facilities and access. The most sought after staff skills are friendliness, professionalism and technical skills. Finally, the intention to repurchase and advice contain values above 90% and overall the opinion and satisfaction is quite favorable regarding the services provided by the club.
Descrição
Mestrado em Gestão do Desporto. Universidade de Lisboa. Faculdade de Motricidade Humana
Palavras-chave
Fitness Gymnasium Internship Kalorias Loyalty Quality Retention Satisfaction Services Estágio Fitness Ginásio Kalorias Lealdade Qualidade Satisfação Serviços Retenção