基于KANO-IPA模型的老年人体育赛事服务质量提升研究
Research on Service Quality Improvement of Sports Events for the Elderly Based on KANO-IPA Model
柳庆 1徐成立 1牟蓉 1田静1
作者信息
摘要
采用Kano模型与Better-Worse系数等分析方法对老年人体育赛事服务功能进行需求属性归类及优先级排序;运用IPA分析方法对我国湖北省襄阳市老年人展演类体育赛事的服务质量的重要性及满意度进行调查.研究结果表明:在18个服务功能中,5个属于期望型需求,6个属于必备型需求,5个属于魅力型需求,2个属于无差异型需求.通过我国老年人体育赛事服务质量的实证分析,提出了增强我国老年人体育赛事服务质量的改进与提升、保持与优化两大策略.
Abstract
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.
关键词
KANO模型/IPA方法/老年人体育/赛事服务Key words
KANO model/IPA methodology/sports for the elderly/event services引用本文复制引用
基金项目
教育部人文社会科学基金(2021)(21YIA890029)
出版年
2024
NETL
NSTL
万方数据