Establishing an Assessment Metric System for Service Performance Management of Public Sports Venue under the Balanced Scorecard——An Application Based on the Delphi Method
Public sports venues serve as material carriers for the implementation of the national strategy for promoting fitness for all,and performance management of these venues is a crucial driving force for the healthy development of the fitness industry.This paper explores the performance management of public sports venue services in China using the Analytic Hierarchy Process(AHP)and the Delphi method,with the aim of constructing an evaluation indicator system for their performance.Based on the principles of the balanced scorecard and the mission of public sports venue services,22 evaluation metrics are extracted from four aspects:citizens,finance,internal operations,and learning and growth.Through analysis,it is found that the metrics related to citizens and internal operations are of great importance.Factors such as fitness service satisfaction,facility satisfaction,activity satisfaction,citizen participation in fitness,citizen complaint rate,operating revenue,net profit,organizational management capability,emergency handling capability,sports event organization,employee competence,and employee training frequency play a significant role in improving the performance of public sports venue services.Therefore,improving the performance of public sports venue services should focus on improving the corresponding work related to these metrics.
balanced scorecardpublic sports venueperformance managementassessment metric system
NETL
NSTL
万方数据
