Service Marketing Management

TITLE PAGE Subject MKT8003 expediency Marketing prudence Assignment 1 (Individual assignment) Title of Assignment Marketing Audit communicate inhabit tailfin Sdn Bhd Total Word Count 2000 words meet of Submission 31 August 2012 decision preparer SUMMARY This selling visited account hide is prepared for coterie Five to indicate how the organic law is soon performing in their work take. The level is prepared establish on secondary entropy gathitherd from reli adequate sources which is available online.In this report the reason of whoremongertonment Five lift middle school is explained to perceive the menses essential resources and capabilities in its preparedness for servicing their scratch client in Malaysia topical anaesthetic market. The finding of issue status as, overall(a) and major(ip) issues of the company as be measly, Overall Camp Five are current in spicy- give nonice customer focus and in fact the majority of regular mounters are non in the broad(prenominal)-end categories. Although the facility and technology is excellent advance compare to others enemys, the equipment casualty of proceeds has clearly enter it is unaffordable to the middle class, in that locationfore that is lack of free-and-easy head counts.The major problem is lacking of advance, Camp Five current r kayoedines the st placegy of word-of-m awayh, as per research 100% of inter imagineee bring forth the know Camp Five as from friends-to-friends referral only(prenominal)(prenominal), some other publicitys shall be implemented as to improve on the performance testament be shown in entice analysis in this assignment. TITLE PAGE Contents TITLE PAGE1 EXECUTIVE SUMMARY2 1. 0 PURPOSE OF REPORT4 2. 0 THE INTRODUCTION4 3. 0 TARGET guest7 4. 0 foreign ANALYSIS8 5. 0 INTERNAL ANALYSIS12 6. 0Service Quality abbreviation13 7. 0 SWOT ANALYSIS16 8. 0 TOW17 9. 0 refinement19 10. 0 LIST OF REFERANCE19 1 APENDIX SURVEY FORM21 How Do You Rate Yo ur move up? 22 1. 0 PURPOSE OF REPORT (222words) This is a continuous of audit report of Camp Five Sdn Bhd, The purpose of this report is to present the help angiotensin-converting enzymeself well persona from organization office and customer perspective point of view in delivering and receiving the return in utility marketing aspect. The elements covers include the infixed & orthogonal analysis of organization, transgress between the customers perception and expectation. Those factors leave alone put to work on to the organization and its services from the lyceenasium toward the end consumer now or in rankly.It is to help the organization to understand more(prenominal)(prenominal) ab out their customer and positive of unfermented customer. Same time the current marketing promotion plan mustiness be implementing in an incumbranceive way on it services quality reach the company tar feeled headcount for the secondary school. Scope of report, this report al s howtime for cover the analysis in phase one, the sources of the report is based on some level of internet resources, save mostly is from oppugn with customers and my friends as the employee which is dish upal in the company as manger blots.The recommendation of this service marketing audit lead be done in phase two of the following of this report. The monitoring of service leave behind be from time to time based and this marketing service audit report accuracy credibility will remain valid for the next sixsome month period. 2. 0 THE INTRODUCTION OVERVIEW OF THE SERVICE ORGANIZATION (335words) 2. 1 outline Background Camp Five is a place submits training and a place for training, working out and meets invigorated friends. It is facilitated with arise beleaguer, cafe, Pro shop, spicy technology shower down, kid place area and inspectorial training programs.Training program is intentional for children, beginners, leisure and advance come nearer or populate plenty hang for Yoga classes overly. The raise lycee is ope pass judgment under Switzerland management. The fence was built by rise wall BLOCX Sdn Bhd, which is the partnership company with Camp Five, Blocxs current major project are building and developing reel rise wall around Asia region, they head quarter is located in Oberwil Switzerland, the other indicatorfulness is located New Mexico America, Colombia South America and Shah Alam Malaysia.Camp Five Sdn Bhd started its operating theater since 2005 in Malaysia, located inside famous landmark shopping center of Kuala Lumpur The hotshot Utama obtain Complex. The internal lyceums environment is housed in 10m juicy air-conditioned render tower, a-state-of-the-art acclivity facility inside a shopping center, next to major business suite like TV3 and IBM speckle, Hotel, colleges and inter subject schools like KDU and KBU, hotel and the high end household area.For first time customer, it is a must to join the ascendingin g class they direct to pass on climber safety psychometric test and If you are first time in this gym customer need to pass personal acclivity skill testing partition is need before customer are able to check-in and use for the service. 2. 2 The Service Blue marking The steps of servicing process of Camp Five has provided as per below (Regular guest) Regular Customer footfalls of conception Camp Five grade 1 Customer Arrived to gym note 8 Interact with friends start to climb Step 2 registration Step 9 Trainer provide training Step 3 Check in, payment and term of a contract of skys Step 10 Customer true training Step 4 Collect grip fee and mold the member witticism Step 11 Take beg from lock, shower and depart attire Step 5 Updates establishment with payment Step 12 Return the member card collect rented gears Step 6 Change attire and wield beg at locker Step 13 Collect member card and process check out Step 7 Put on climbing gears Step 14 Customer leaving t he gymThe servicing blueprint of Camp Five has provided as per below (Regular New customers) It is content with 14 steps of service blueprint for regular and new customers with the service supports, support process, back stage, on stage and customer action show. 2. 3 The Marketing Mix 7Ps According to Kotabe and Helsen (2011, p332) companies can pursue three global strategies to while away foreign market, which is output extension, product adaptation and product invention.THE MARKETING alloy FOR camping quintuple SERVICES merchandise acclivity gym, Yoga class, go up training, somatic team building, Sales of climbing gear, Rental of gear Place handout location- Gym center Promotion Membership fees sack, Training course discount, Selected full point discount via Internet, Face-to-face, Facebook. Pricing naughty monetary value for per entry Average expense for rank and file 3 month-1 year. People student, Professional climber, Leisure climber, Working Adult, kin sperson wife, Children, Trainer Physical Evidence Innovative design, Well take note of climbing equipment, Tidy uniform, Membership cards, Clean and advance washroom. Processes From they enter the gym to exiting the gym. devalued payment process, Paid before entered, Simple check in process, in high spirits customer involvement, Well of training flows. 3. 0 TARGET CUSTOMER (116words) The character fictitious character of target customer is sports oriented they maybe adopt it away climber, leisure climber and explorer.This is Malaysian or non-Malaysia, working, living and studying within 15km from Bandar Utama area, male 50% and female 50% with the minimum earning of salary RM4000 to RM20,000 with some western nicety background. Camp Fives targeted customer can be separated into the following stems, 1. Student 2. remote Resident 1. Working Adult 1. Corporate & coach Group Description 1 Student studyity are from 15-25 age old, young male and female. Foreign student s who follow their family came and living in Malaysia or coming in alone with the purpose of further educations.As financial support by their parents with background mostly associated with high-end society, therefore cultural is more blustering to adventure sports with more buying power for entertainment good. 2 Foreign Resident Work migration under the foreign resident, coming in and working here as temporary for certain project for 1-5 years, with actually high income on average at lease RM 20,000 or more per month. pursuance for high quality lifestyle with high purchasing power, Caucasian or Asia came from high-technologys country. 3 Working Adult Locate Malaysian customer, working, living or studying around Petaling Jaya or KL area. In average a working person with personal income of minimum RM4000, male or female with high education level, outgoing personality and like sport. 4 Corporate school day Group customer is those will like to come for as a company or schools ev ent targeted for corporate team building function is not a routine activity. postpone 3a In the hierarchy of action model, customer was visit to this gym are experiential influence on behavior. Affect Behavior Cognitive.First come from their feeling want to try this climbing accept, and then they took action to climb lastly learning process. 4. 0 outside(a) ANALYSIS 4. 1 PESTAL ANALYSIS OF CAMP FIVE (290words) A PESTEL analysis of Camp Five Sdn Bhd, this model is designed measure on the macro-environment could effect on the organization. Includes with Political, Economic, Social, Technical Environmental and Legal issue, on average amicable issue carries the most weight in the climbing gym industrial, due(p) to it is an experiential goods and services. Factor IncludesPolitical Change profession rules, tax, change in disposal. Economic Interest rates, exchange rates, national income, inflation Social maturement population, attitudes to work, income distri bution, custome r taste, education levels, migration flow and working hours of customer Technological Innovation, new product development, rate of technological obsolescence, safety drinking water system, online advertizing Environmental Reduce use of paper, encourage cotton wipe, global warming, environmental issues Legal e. g. rival law, wellness and safety, employment law, business law prorogue 4aDETAIL OF PESTEL ANALYSIS IN CHART Political Factors Change in trading rules, Camp Five it is owe by a Sweden telephoner may influence the business trading depots. Tax, the rate will change in rock climbing product and equipment, all climbing equipment is imported good. If establishment is not s elude company may re-locate in the investment in other part of SE Asia. Economy Factors Exchange rates will influence of company income, because company HQ is in Europe. National incomes and unemployment rate, authoritative customer willingness to spend on leisure product like gym servicing.Inflation ra te will influence on the wages of staff and surgery expense, exchange rate of equipment, due to the product are all imported, when Euro and dollar mark value down. Social Factors Customer change in taste in transmutation of interest in this gym, aging of society, if this city gets older than the target group (aged of 14-45) will the target customer group will get smaller. Education and income level in product lines, people tent to concern more with health issue and increase in working-out in gym. If working hours increase the turning member able to visit at week days will decrease.Migration flows increases our customer will increase, and due to climbing sport is more popular in foreign country. Technology Factors The uses and for sales climbing devices and equipment is important product in our Pro-Shop, and the technology being use to with in the gym, free Wi-Fi connection, to the full air-conditions, high technology shower systems, water filler give customer with a confinab le gym environment as well as the auto- belaying device, customer can button up climb while waiting for their buddies arrived. Legal Factors Climbing environment is designed with anti-fire and safety pat material and cushions.It is always monitored by instruction eying around. Safety training and handbook ensure all customers understand the safety rules in the climbing gym and rules of use climbing equipment. meshing rules follow as per Malaysia government guideline in employment handbook. Camp Five apply Malaysia Law system where the mother company from Sweden applies EU law. Environmental Factors Encourage customer and staff reduces on use of tractile water bottom and encouraging drinking in refilled directly from pipe, reuse bin services is provided. Encourage customer to use cotton towel in the gym and cafe instant of paper.Weather change, determines people likeness to climbing interior or outdoor the day and the location, easy access to gym. add-in 4b 4. 2 ostiary Five Forces of Macro Environmental psychoanalysis The use for porter five forces analysis is the measure the threat within the rivalry and business. The give away rating system shake been applied as per following, mention Rating System (1. Very Poor, 2. Poor, 3. Neutral, 4. Good, 5. Very Good) The Rating System gatekeeper 5 Forces of Camp Five 5 Forces Camp Five Cyberjaya accident Mad Monkey 1. Existing rivalry 3 3 2 2. New first appearance 3 2 1 . B. P of purchaser 5 3 3 4. brat Substitute 5 3 2 5. B. P of Suppliers 3 4 2 Total 19 15 10 Rating System very poor-1 very good- 5 shelve 4b The detail of Porter Five Forces will be explained as per below chart (4c) Porters Five Forces of Competitive Position 2. New entering Medium there is the only gym within 20km from the resident, technology is in way advance than other, due to the built cost is high, but adversary can built in cheaper gym with lower cost. 5. Bargaining actor of Supplier 3.Bargaining Power of Buyer 1. Existing Rivalry Medium, the product has substitutes and negligible switching costs, which proceeds in low competitive pressures in the cut side. at the mass medium stage, although the quality and service is very good but there is still many customer prefer to go for low price choice lead to high degree of differentiation, therefore can be competitive. Buyer low stage the high end customer will preferred to purchase with receiving the outgo quality of service than switching to look for other alternative. 4.Threat Substitute Low level, as the product is exchangeable but the quality of facility and lifestyle is unlikely to be change by it taste. give in 4c 4. 3 Industry analytic thinking Due to this is a experiential goods in terms of economy and political will influence on change in it price, the long run of bargaining power with buyer and supplier are at every low risk, only seeing the possibility of new gym within this area can be co mpete with Camp Five but the possibility is still low, high chance of customer may lost interest and little visiting, due to friends, time of work and other reason. . 4 Customer Analysis The collection of data from customer analysis is conducted in face-to-face wonder and survey format, it is target to understand the customer needs and current marketing trends towards satisfaction measuring in the climbing gym environment by service provided located with Klang Valley area. 4. 5 Competitor Analysis Major competitor rock climbing gym within Malaysia, provided climbing service to rock climber, will be cyberjaya adventure center in Cyber Jaya, MadMonkey indoor bouldering center in Wangsa Maju, Shah Alam outdoor adventure in Shah Alam and The factory climbing gym in Subang Jaya. They provide service like top-rope climbing, bouldering wall, travels walls and lead wall climbing, however only Camp Five and Cyber Jaya Adventure was able to provide all the service in one center. The price a s quality show as below, 5. 0 INTERNAL ANALYSIS 5. 1 election Competency Analysis The uniqueness of Camp Five has believed in providing the outflank environment and the best service in Asia, with high quality level of modern lifestyle and beauty of sports.And all employees in any position and time are responsible to customer safety first, staff must take action to help and remain ensuring the individual safeness in climbing environment. 5. 2 Share Holders Analysis The matrix below shown in table below is applied to show the internal and external stakeholders that dupe direct or indirect impact on the growth of the business. Importance of stakeholder High Low Influence of stakeholder High Key group Silent group Partners Government Ministry of Environment Management, Shareholders New investor Low Vocal Group inapplicable group Employees Individual customers Marketing teams Contractor festernts, Cleaner Distributors Table 5a Stakeholder Analysis The key groups are partners, management, other shareholders and new investor. The customer groups are the key to the survival of the business. The faster the target market will turn into august customer, gym can sustain and growth in its business operation and provides in positive growth. 5. Performance Analysis Current the sales of the organization is the low head count especially in low indurate like long public holiday multiplication, although we adopt a hulky number of members but however they are non-actives, the targeted market share of customer group has not been achieved, overall survive on the long term membership customer which sign up for 6month-1 years membership. That could count on average of 40% of correspond business. The others revenue are selling on climbing equipment, team building outdoor projects for groups and climb pays per entrance. . 0Service Quality Analysis (298words) To measure the service quality of Camp Five I have provided the analysis based on face-to-face survey with interviewee with purchasing experience in Camp Five Climbing Gym, the analysis result show as below. (The full version of service survey form is reference in the appendix) The SERQUAL Model analysis will based on dubiousness 3-15 only, show as per below, SERQUAL Model of Service Survey Q Survey Questions 1 2 3 4 5 Q being answers Total draw No. f Interviewee Means 1 First time to this gym 60 600 n/a 60 n/a 2 How do you know this Gym 60 600 n/a 60 n/a Rate you overall experience (Scoring System data are serve for the GAP analysis) 3 Were you server Courteous? (If No-1, Yes- 5) 60 60 300 60 5 4 Were you server -Informative? (If No-1, Yes -5) 20 40 60 260 60 3. 7 5 Rate of hit expectation 60 60 240 60 4 6 stave helpfulness 10 40 10 60 240 60 4 7 The price of entrance fees 20 10 20 10 60 140 60 2. 8 The attribute of the gym 10 40 10 60 240 60 4 9 Varieties of climb 10 40 10 60 240 60 4 10 contrivance of this location 40 20 60 260 60 4. 3 11 Clean 10 20 30 60 260 60 4. 3 12 Environment safety 40 20 60 260 60 4. 3 13 Training experience 10 10 20 60 60 3 14 Quality gear for rent 10 20 10 40 120 60 4 15 Rate over climb experience 50 10 60 250 60 4. 2 personalised particulars 16 sexual practice 20 40 60 The details of this survey are provided in survey form on appendix at last knave of this report. 17 Age 20 30 10 60 18 Monthly Income group 50 10 60 19 relative frequency of visiting 40 10 10 60 20 intend to join membership 30 10 40 21 already member? 30 30 60 21A Which member plan? 10 10 10 30 Table 6a As per the rating system and survey 100% of customer gets to know about this gym by friends referral, as per survey the promotion is not strange enough in its attraction to new walk in customer. QUOTA SAMPLING QUOTA SAMPLING pelt along No. Survey % Chinese Male 8 13% young-bearing(prenominal) 12 20% Malay Male 5 8% effeminate 5 8% Indian Male 2 3% female 2 3% Forigner Male 13 22% Female 13 22% Total 60 100% Table 6b As per quota taste analysis shows that the 34%Chinese, 16% Malay, 6% Indian and 44% extraterrestrial being participant in the survey analysis. Overall customer were being serve courteous in scoring at the highest at 5, and the price of entrance fees tick at the lowest at 2. only. Interpreted the staff has a good family relationship and treated customer as very important, but however the price is disappointing from customers point of view. GAP ANALYSIS CUSTOMER PERCEPTION EXPECTATION ANALYSIS Provider Gap Customer forecast Customer Perception GAP Listening Gap 4 3 (1) Service Design and Standards Gap 4 4 0 Service Performance Gap 4 1 (3) Communication Gap 5 5 0 Total 17 13 -4 Dis-confirmation GAP Low-1, High-5 Table 6c Disconfirmation GapAs Disconfirmation model, as in the GAP model table shows in fit of -4 dis confirmation Gap between customer perception and expectations. Overall they score the highest gap -3 of performance gap, operation staff need to improves on its service performance skills in term of the uncontaminatingness of toilet, change in water filler, repairing of rental climbing equipment, quality of training and redesign the current price package. The intercourse and listening wish is very good scored at 0 gap means the customer is very satisfied with the current communication service of employee. . 0 SWOT ANALYSIS (242words) As per chart, show CAMP FIVE has more advantage in strengths and opportunity as compare to the failing and treats it has shown a positive growth in the afterlife. The further explanation will be shown as below. cogencys Weakness High in technology To pricey Strong employee capital High operation high-ticket(prenominal) Largest climbing gym in Asia Limit to a small customer group from interests public convenience of locatio n Good environment Opportunity Treats Expend to new customer via more promotion Product substitution springiness FOC test climb section and starchy-up promote Change of customer taste Tight up with government Low season International and locate competition Table 7a SWOT ANALYSIS IN DETAILS Strengths The strengths of Camp five they provides high technologies in wall climbing technologies following the latest and most up-dated as Europe standard, theyre the largest gym also the best climbing in Malaysia, further Malaysia Climbing Campion is working under Camp Five, all others is also professional certified training by UIAA. They are 10,000 substantive feet with located inside a shopping hall, gives customer all connivances, ripe in the middle of city. Weakness Price is too high for medium end climber or either some student which have time to come as compare to the others gym is about 25-40% higher(prenominal) than other like PutraJaya adventure and Mad Monkey gym, although they does not have the same location advantage. High operation cost, due to the rental, hiring of employee with design maintain and operating, they also have small customer group with attracted to this sports. Opportunity Customer group can be increase into varies of group including, student, working, employee and government, reach new market, increase in brand munificentty and awareness. improver in open competition number of event for members link with international, meanspirited up with UIAA Treats Customer may change in interest of climbing, low season people prefer going for holiday, change location to climb. Table 7b 8. 0 TOW TOWS (50words)A TOW Analysis to the advance of SWOT to particular the elements of service marketing address Intangibility, perishability, co-production, customer contact people, physical rise using Strength and Opportunity, Weaknesses and Opportunity, Strength and Threat, lastly Weaknesses and Threat (WT) exhibiting as per followings. INT ERNAL STRENGTHS INTERNAL WEAKNESS 1. High in technology 2. Strong employee capital 3. Largest climbing gym in Asia 4. Convenience of location 5. Good environment 1. To pricy 2. High operation expensive 3.Limit to a small customer group from interests EXTERNAL OPPRTUNITIES SO STRATEGIES WO STRATEGIES 1. Give FOC test climb section and tight-up promote 2. Tight up with government 3. International and locate competition 1. Increase on marketing tight up with government project. 2. Tight up with more international competition host in Camp 5 3. Create more events and draw awareness through press and news. 4. Get free climb section with event tight up with mall. 5. Advertise in Asia Climbing magazine. 1. Re-structure the price 2.Increase the sales volume after to co-operate rate, eg. IBM, One area Hotel staff and holiday restrainr discount rate, increase customer group. 3. Promote in tourism Malaysia. 4. Reduces on the use on electricity saving operation cost. 5. Attract exte rnal customer to try rock climbing EXTERNAL THREAT ST STRATEGIES WT STRATEGIES 1. Product substitution 2. Change of customer taste 3. Low season 1. Increase in brand royalty 2. Arrange more activity to get member together again 3. Give special promotion at low season/ week days . Target more office people and encourage them to come after office hours. 1. Avoid too much promotion rules in joining the membership 2. Promote friends-friends or buy one get one member free to crease interest of new members. 3. Let people enjoy this place more than other gym 4. Promote gym member switching discount or give 3 hours free personal training. Table 8a Strength and Opportunity (SO) By increase project from different dimension, attract more opportunity and take advantage of the good location.Increase events example in 2006 the World Cup Europe climber from UIAA attends to climbing during preparation for competition includes with national climbing team from Italy, France, Austria, Slovenia , Spain, Switzerland, and Germany etc. Weaknesses and Opportunity (WO) Make adjustment to the price and open up new market group like one world hotel tourist discount or business discount, VISA card member promotions, one-card member test climb section, promote the selling rigor in Point-to point exchange gift credit card promotion.Strength and Threat (ST) Use event to increase the brand royalty to passed , current and future customers. Target more people from the office around the gym to come, make road show to promote the gym and facilities. Weaknesses and Threat (WT) Try to make the promotion easy for customer to purchase try to avoid many Purchase to Purchase rules, try to give customer benefit able and interesting, when the headcount reaches the target (set a target) than cut of the special promotion and keep the regular promotion just to keep the royalty customers. 9. 0 CONCLUSION (215words)This report concludes that Camp Five is good place to youth people to work-out and meet new friends, Camp Five has the great quality and it is very suitable for the Malaysian marketing in it expansion. However in total they are lack of awareness, as rock climbing is still a very new sport for Malaysia as compare to the west, therefore promotion is an essential. Overall customer has a good rating with the service provided by Camp Five but however due to the other competitor in the marketing has some influence on customer perspective therefore the building the brand and royalty customer with in the climbing network is important.Customer overall has a high interest in rock climbing and I can see they are quite royal to the interest, but due to the most majority of climbing is in the low-middle end, rating of customer the price over is too high and not expectable by most long term climber, they will prefer to look for for other alternative to climb although the location may not be as convenience. Camp Five should take customer in as lower price and get more royalty c ustomer, focus on headcount is not important, however the suggestion for Camp Five will be presented in phase 2 of the assignment. 0. 0 LIST OF REFERANCE Company Research 1. Camp Five Sdn Bhd 2012, viewed 31 July 2012, http//camp5. com/ 2. BLOCX Sdn Bhd 2012, viewed 30 July 2012, http//www. blocx. com/projects/camp5. html 3. alpine 2012, viewed 2 Aug 2012, http//amga. com/programs/alpine_AGE. php 4. UIAA 2012, viewed 21Aug2012, www. theuiaa. org/ PESTEL Analysis 5. PESTEL analysis of the macro-environment by Oxford University Press. 2007, viewed 31 Jul 2012, http//www. oup. com/uk/orc/bin/9780199296378/01student/ additive/page_12. htm 6.PESTLE analysis history and application by CIPD. Retrieved Nov 2010, viewed 30 Jul 2012, http//rapidbi. com/the-pestle-analysis-tool/ Blue Print 7. Kotler,P,Brown, L, Adams,S Armstrong, G2004, Marketing, 6th edn, Pearson Education, Australia 8. Shostack, GL 1992, Understanding services through blueprinting, in T Swartz, D Brown S Brown(eds), Adva nces in services marketing and management, vol. 1,JAI Press, 9. Greenwich, CT, pp. 75-90. 10. Dr C. Thomas Oliva(2012), introductory blueprint reading and sketching 50 th edn, Thomas Delmar. 11.Newell Frederich(1926), customer relationship management in the new era of internal marketing, New York, capital of the United Kingdom McGraw-Hill, 2000 12. Valarie A. Zeithaml, Mary Jo Bitner and Dawayne Gremler (2008), Service Marketing Integrating customer focus crossways the firm 5th ed. Service Marketing 13. Christopher Lovelock and Jochen Wirtz (2011), Services Marketing People, Technology, Strategy. seventh ed. , Upper Saddle River, New Jersey Prentice Hall Porters Model 14. Chapman, A 2004-2009, Porters Five Forces Model, BusinessBalls. com, Leicester, England, viewed 19 August 2011, http//www. usinessballs. com/portersfiveforcesofcompetition. htm another(prenominal)s 15. CIA 2012, The worldfact book, viewed 10 Aug 2012, https//www. cia. gov/library/publications/the-world-factbook 16. Konopka, G. (1973) Requirements for Healthy Development of Adolescent younker, Adolescence. VIII(31), p. 24. 17. Thomas, A. (2003) Psychology of Adolescents, Self-Concept, Weight Issues and Body Image in Children and Adolescents, p. 88 11 APENDIX SURVEY FORM A survey forms has attach as the result outcome of interview with Camp Fives customer. CAMP 5 THE LARGEST IN ASIA How Do You Rate Your Climbing?We are attached to providing you with the best climbing experience possible, so we welcome your comments. disport fill out this questionnaire and place it in the box in our check-out reception counter. Thank you are you a first time coming to this climbing gym? YesNo How do you know about this climbing gym? AdsReferralOnline/LearnOthers Website from Vision enchant show __________________ * * How do rate the total expectation with us, please rate as per below. The reliability of the staff 12345 Disappointing exceptional The willingness the staff Helpfulness or comity 12345Disa ppointingExceptional Was you serve Courteous? Informative? YesNoYesNo The price of entrance fees. 12345 DisappointingExceptional The attribute of the gym Does the climbing level fits you? 12345 DisappointingExceptional Your favorite climbing level is ________________ (FRANCH or USA) Is there enough variety of climb. 12345 DisappointingExceptional entertain rate the connivance of this location? 12345 DisappointingExceptional CAMP 5 THE LARGEST IN ASIA How Do You Rate Your Climbing? We are committed to providing you with the best climbing experience possible, so we welcome your comments. ravish fill out this questionnaire and place it in the box in our check-out reception counter. Thank you are you a first time coming to this climbing gym? YesNo How do you know about this climbing gym? AdsReferralOnline/LearnOthers Website from Vision Please portion __________________ * * How do rate the total expectation with us, please rate as per below. The reliability of the staff 12345 Disapp ointingExceptional The willingness the staff Helpfulness or favor 12345 DisappointingExceptional Was you serve Courteous? Informative? YesNoYesNo The price of entrance fees. 12345DisappointingExceptional The attribute of the gym Does the climbing level fits you? 12345 DisappointingExceptional Your favorite climbing level is ________________ (FRANCH or USA) Is there enough variety of climb. 12345 DisappointingExceptional Please rate the connivance of this location? 12345 DisappointingExceptional Was our gym clean? 12345 DisappointingExceptional Safety of environment and climbing area? * * 12345 * Disappointing Exceptional Please rate your overall training experience. (If any) 12345 DisappointingExceptional Name of course ______________________ Please rate the quality of gears. If any) 12345 DisappointingExceptional Please rate your overall climbing experience. 12345 DisappointingExceptional Personal particulars Please be assure as this particular will only be analysis on a positiv e bases as for the indite and not for individual use, be assure those details will not be use for another purpose. Gender Male Female Age 15 and 15-20 21-3031-4040 and Below More Monthly Income Student 20002000- 4001- 6000 or No Income or lower 4000 6000 higher How frequently do you visit our gym? -5 times per month 1-2 times per month Once every 2 months Other Do you plan to join to our gyms membership? ?? Yes No You already have the membership? ?? Yes No ? 10pass 3mths6mths12mths 12mths (Prepaid) (Installment) Was our gym clean? 12345 DisappointingExceptional Safety of environment and climbing area? * * 12345 * Disappointing Exceptional Please rate your overall training experience. (If any) 12345 DisappointingExceptional Name of course ______________________ Please rate the quality of gears. (If any) 12345DisappointingExceptional Please rate your overall climbing experience. 12345 DisappointingExceptional Personal particulars Please be assure as this particular will only be anal ysis on a positive bases as for the profiling and not for individual use, be assure those details will not be use for another purpose. Gender Male Female Age 15 and 15-20 21-3031-4040 and Below More Monthly Income Student 20002000- 4001- 6000 or No Income or lower 4000 6000 higher How frequently do you visit our gym? -5 times per month 1-2 times per month Once every 2 months Other Do you plan to join to our gyms membership? ?? Yes No You already have the membership? ?? Yes No ? 10pass 3mths6mths12mths 12mths (Prepaid) (Installment) * Would you recommend our climbing gym to a friend? Why, or why not? * How might we have make it more memorable to you? What training course did you taken? How is your experience? ( if any) * Please share any additional comments or suggestions. Camp 5 Climbing Gym Camp Five Sdn bhd EZ501, 5th Floor, 1 Utama Shopping nucleusBandar Utama, 47800, Selangor, Malaysia Phone (603) 77260420/410 Fax (603) 77260210 http//www. camp5. com email&160protected com * W ould you recommend our climbing gym to a friend? Why, or why not? * How might we have made it more memorable to you? What training course did you taken? How is your experience? ( if any) * Please share any additional comments or suggestions. Camp 5 Climbing Gym Camp Five Sdn bhd EZ501, 5th Floor, 1 Utama Shopping Centre Bandar Utama, 47800, Selangor, Malaysia Phone (603) 77260420/410 Fax (603) 77260210 http//www. camp5. com email&160protected com