【作者】 沈琦；

【导师】 田静；

【作者基本信息】 华中师范大学 ， 体育人文社会学， 2018， 硕士

【摘要】 大型体育赛事的举办不仅在经济层面给举办城市带来了丰硕果实,在提升政治影响力方面也硕果累累,一场大型体育赛事的成功举办有利于为举办城市塑造新形象,大型体育赛事的“热”与举办城市的加速发展已经紧密结合在一起,而体育赛事服务质量评价研究对赛事服务的改进具有重大意义。本文使用了文献资料法、专家访谈法、层次分析法、问卷调查法、数理统计法等研究方法,借鉴SERVQUAL评价模型,结合大型体育赛事的特点,对各指标进行整理筛选,科学建立大型体育赛事服务质量评价模型,并立足武汉羽毛球亚锦赛实证研究,旨在发现大型体育赛事在举办中具体存在的服务质量问题,找到问题的根源,并提出解决思路,以推动大型体育赛事服务质量的稳步发展。本研究通过羽毛球亚锦赛服务质量评价问卷对现场观众进行调查分析,经研究得出以下结论。(1)本研究建立的大型体育赛事服务质量评价指标体系五维度和权重值是.:有形性(0.0511)、响应性(0.1406)、移情性(0.258)、可靠性(0.1537)、安全性(0.3966)。(2)本研究建立的大型体育赛事服务质量指标体系对武汉羽毛球亚锦赛服务质量可以进行合理评价。(3)在武汉羽毛球亚锦赛服务质量实证评价中,观众对服务质量各维度的评价得分依次为安全性(4.461)、其次是响应性(4.156)、有形性(3.426)和可靠性(3.325)、移情性(3.144)。(4)观众的人口学因素,如性别、年龄、职业、学历层次等对羽毛球亚锦赛服务质量评价并未产生显著性差异,工资收入对羽毛球亚锦赛服务质量评价具有显著性差异。更多还原

【Abstract】 The holding of sports events not only brings fruit to the host cities at the economic level,but also has great success in enhancing political influence.The success of sports event is conducive to shaping a new image for hosting cities and a major sporting event."Hot" has been closely integrated with the accelerated development of hosting cities,and the evaluation of service quality of sports events has great significance for the improvement of competition services.By using literature research methods,expert interviews,AHP,questionnaires,and mathematical statistics,selecting the SERVQUAL service quality evaluation model as the theoretical basis,combining with China’s National Conditions,constructing an Evaluation Index System for the Service Quality of Large-scale Sports Events in China,constructing the Evaluation Index System of Service Quality of Large-scale Sports Events in China,based on the empirical research of the Wuhan Badminton Asian Championships.The purpose of this study is to find out problem of the quality of service that exists in large-scale sports events,and propose solutions to promote the steady development of service quality in large-scale sports events.This study conducted a survey and analysis of the audience through the Asian Football Service Quality Evaluation Questionnaire.The following conclusions were drawn through the study.(1)The five dimensions and weight values of the service quality evaluation index system for large-scale sports events established in this study are:tangibility(0.0511),responsiveness(0.1406),empathy(0.258),reliability(0.1537),and safety(0.3966).(2)The service quality index system for large-scale sports events established in this study can reasonably evaluate the service quality of the Asian Badminton Championships in Wuhan.(3)In the empirical evaluation of the service quality of Wuhan Badminton Asian Championships,the audience’s evaluation scores for each dimension of service quality were security(4.461),followed by responsiveness(4.156),tangibility(3.426),reliability(3.325)and empathy(3.144).(4)The demography of the audience,such as gender,age,occupation,academic level,etc.,did not produce significant differences in the service quality evaluation of the Asian Championship of badminton.The salary income had a significant difference in the service quality evaluation of the Asian Championship of badminton.更多还原