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Kamil Talik
ORCID: 0000-0003-0356-148X
Kamil Talik He is a collaborator of the Market and Consumption Department at the University of Economics in Katowice. Passion for ballroom dancing improves Kamil Talik in both his personal and professional life. His interests and coaching work are associated with constant contact with people, which has developed in him a desire for a thorough and practical analysis of customer behavior resulting from their needs and expectations. Kamil Talik is also interested in researching
DOI: 10.33226/1231-7853.2021.12.2
JEL: D12, D91, L83, M31

The article is of a research nature. It aims to identify the most important factors determining the quality of services offered by dance schools. To achieve the set goal, the SERVQUAL method was used. This method allows determining the most desirable features of dance schools by the students and combines them into several categories: "specifics", "reliability", "willingness to cooperate", "certainty", "empathy". These features form the five dimensions of service quality and decide whether the customer will accept the company's offer. They are also the foundation of the process of building customer satisfaction of every service company. The results of the research obtained on a nationwide sample of 265 participants of dance schools indicate that among the surveyed dimensions, "certainty" and "reliability" are the most important for the respondents. On the other hand, the most irrelevant is "empathy". The presented results, despite the limitations resulting from the lack of full representativeness of the sample and the used technique (online survey), in the author's opinion may be a support and great source of information for managers of dance schools and be a contribution to the continuation of research in the undertaken area.

Keywords: quality of services; consumer behavior; dance school; marketing; SERVQUAL; the market of leisure services

Kamil Talik

He is a collaborator of the Market and Consumption Department at the University of Economics in Katowice. Passion for ballroom dancing improves Kamil Talik in both his personal and professional life. His interests and coaching work are associated with constant contact with people, which has developed in him a desire for a thorough and practical analysis of customer behavior resulting from their needs and expectations. Kamil Talik is also interested in researching companie's potential and development opportunities, often using this knowledge to achieve benefits on the stock market.