Research on Service Quality Improvement of Sports Events for the Elderly Based on KANO-IPA Model
In this paper,Kano model and Better-Worse coefficient are used to classify and prioritize the demand attributes of sports event service functions for the elderly.IPA analysis method was used to investigate the importance and satisfaction of service quality of sports events for the elderly in Xiangyang City,Hubei Province,China.The results show that among the 18 service functions,5 belong to the expectation type demand,6 belong to the necessary demand,5 belong to the charm type demand,and 2 belong to the undifferentiated demand.Through the empirical analysis of the service quality of sports events for the elderly in China,two major strategies for improving and enhancing the service quality of sports events for the elderly in China are proposed.
KANO modelIPA methodologysports for the elderlyevent services
NETL
NSTL
万方数据
