The thesis topic originates from the author’s experience and it was conducted as a commission for Oulun Talviuimarit ry. The objective of the thesis was to make the customer satisfaction survey. The purpose of this thesis is to provide information for commissioner about how satisfied winter swimmers are with existing premises and conditions. Other purpose was to get new developing ideas concerning additional services that could lead to better experience of service quality. The topic was chosen because of the existing problems in premises in the winter swimming place in Tuira. Moreover the topic is relevant because a need for sauna for Oulujoki river bank has been discussed for many years. The commissioning organization needed a customer satisfaction survey in order to discover the state of customer satisfaction as there is no previous study made about service quality within winter swimmers.

The theoretical framework consisted of defining service quality and customer’s perception of service quality. Christian Grönroos' (2009) theory of service quality measurements was used as conceptual framework in this thesis. Furthermore Parasuraman’s, Zeithaml’s and Berry’s (1988) ServQual tool was used in this project.

The empirical part of survey was conducted as a quantitative research. In order to design relevant questions for survey, the empirical part of the research was divided for two phases. In the first phase the questionnaire was pretested and face-to-face discussions were conducted in National Championships in March 2014 in Oulu to increase understanding. Second phase of quantitative research was conducted by sending a survey link using the Webropol software for 150 existing members of Oulu´s winter swimmers, of which 44 responded. This study will help the association and city of Oulu to improve its service quality for the customer satisfaction. The main findings indicate there are lot of different opinions about service quality and how it should be developed. The results can be used when designing a functional winter swimming place in Oulu in the future.