基于QUESC模型的武汉市健身俱乐部服务质量评估实证研究
Empirical Study of Service Quality Evaluation for Wuhan Fitness Clubs Based on QUESC Model
李轶君1
作者信息
- 1. 湖北经济学院 体育经济与管理学院,湖北 武汉 430205
- 折叠
摘要
体育服务质量管理是体育管理的重要内容.以武汉市健身俱乐部服务质量评估为研究对象,采用文献综述法、实地调研法、因子分析法,基于QUESC模型给定的健身俱乐部服务质量评价指标,结合我国健身消费者的实际需求,设计出评价健身俱乐部服务质量影响因素重要性的调查问卷.通过对调查结果进行因子分析,归纳出武汉市健身俱乐部服务质量评价指标,包括服务能力、课程设计、服务过程、健身环境、配套服务这 5 个一级指标和21 个二级指标,并使用该评价指标体系对武汉市健身俱乐部进行了服务质量评估.
Abstract
Sports service quality management is a key study area for sports management.Focusing on the research of the service quality evaluation for fitness clubs in Wuhan City and applying the research methods of literature review,field study and factor analysis,this paper discusses the factors that influence the fitness club service quality based on the QUESC model,and design the questionnaire on the importance of factors for fitness club service quality evaluation.The factor analysis helps the researcher find out 5 first-tier service quality evaluation criteria including service ability,fitness course development,service delivery,fitness facilities,supporting services,and 21 second-tier criteria,which are employed to evaluate the service quality of fitness clubs in Wuhan city.
关键词
健身俱乐部/服务质量/因子分析/影响因素/评价指标Key words
fitness club/service quality/factor analysis/influence factor/evaluation index引用本文复制引用
出版年
2024
NETL
NSTL
维普
万方数据