An analysis of Kajaani Ju-jutsu Association through Customer Survey and Benchmarking
Mohammedi, Imran (2025)
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2025052114343
https://urn.fi/URN:NBN:fi:amk-2025052114343
Tiivistelmä
The commissioning party of the thesis was the Kajaani Ju-jutsu Association. The Kajaani Ju-jutsu Asso-ciation offered a wide range of martial arts classes. The goal of the thesis was to examine member sat-isfaction through a survey and a benchmarking process with a partner club, NHB Iisalmi.
The chosen method of data collection was a questionnaire, which was distributed in all the martial arts club’s group chats so that all members could access and respond to it. To maximize the relevance and clarity of the survey questions, an analysis of customer satisfaction theory and benchmarking theory was conducted. The questionnaire included both qualitative and quantitative questions. The survey and the benchmarking interview were designed to answer four research questions: ``What services are the members satisfied with ?`` ``What is the quality of the environment ?`` ``What improvement sug-gestions are the members hoping ?`` ``What are the strengths and weaknesses of KJJS compared to its competitor ?``. The collected data were analyzed using Microsoft Excel program.
There were 59 respondents out of 100 members. The survey results indicated high overall satisfaction, particularly regarding the cleanliness of the facilities, the quality of coaching, the training experience, and the sense of community. Members appreciated the well-equipped gym, the well-managed training schedule, and the safe, welcoming environment. However, several challenges were identified. Chief among these were inadequate air conditioning, space limitations due to recent membership growth, and concerns about dust accumulation on mats. A comparative assessment with the competing NHB Iisalmi club highlighted Kajaani Ju-jutsu Association’s strengths in community integration and coaching, while also revealing limitations in MMA offerings and facility resources. Addressing these issues could significantly enhance member retention.
The chosen method of data collection was a questionnaire, which was distributed in all the martial arts club’s group chats so that all members could access and respond to it. To maximize the relevance and clarity of the survey questions, an analysis of customer satisfaction theory and benchmarking theory was conducted. The questionnaire included both qualitative and quantitative questions. The survey and the benchmarking interview were designed to answer four research questions: ``What services are the members satisfied with ?`` ``What is the quality of the environment ?`` ``What improvement sug-gestions are the members hoping ?`` ``What are the strengths and weaknesses of KJJS compared to its competitor ?``. The collected data were analyzed using Microsoft Excel program.
There were 59 respondents out of 100 members. The survey results indicated high overall satisfaction, particularly regarding the cleanliness of the facilities, the quality of coaching, the training experience, and the sense of community. Members appreciated the well-equipped gym, the well-managed training schedule, and the safe, welcoming environment. However, several challenges were identified. Chief among these were inadequate air conditioning, space limitations due to recent membership growth, and concerns about dust accumulation on mats. A comparative assessment with the competing NHB Iisalmi club highlighted Kajaani Ju-jutsu Association’s strengths in community integration and coaching, while also revealing limitations in MMA offerings and facility resources. Addressing these issues could significantly enhance member retention.