【摘要】 主要采用文献资料、因子分析、IPA分析等研究方法,结合魅力质量理论,以从事健身活动的消费者为评价主体,对我国160个民营体育场馆服务质量进行调查探究。研究结果表明:在25项体育场馆服务属性评价指标中,8项服务指标为消费者从事健身活动的期望型需求,服务质量评价较好,应继续保持并加强完善与创新; 2项服务指标为顾客健身服务的兴奋型需求,服务质量评价虽好,但考虑消费者实际需求性低的特点,应进一步加强资源的合理分配; 15项指标为消费者从事健身活动的基本需求,服务质量评价较差,应进行重点改善。通过实证分析,提出促进民营体育场馆服务质量提升与管理运营的有效策略。即,完善体育场馆器材,构建优良健身环境;整合资源优质分配,创新场馆运营机制;加强管理优化服务,实施场馆品牌运营战略。更多还原

【Abstract】 The research investigated 160 Chinese private stadiums’ service quality according to the consumers’ investigations with the methods of literature review,factor analysis and IPA analysis,and based on the theory of attractive quality. The results showed that: There are 25 evaluation indicators in stadium’s service quality,8 of them are expected needs of consumers engaged in fitness activities,and the evaluation quality is good,so we should continue to maintain and perfect them; two indicators are exciting needs of customers engaged in fitness activities,although their service quality has been well evaluated,considering the characteristics of low actual demand of consumers,we should further strengthen the rational allocation of resources; 15 indicators are the basic needs of consumers engaged in fitness activities,and the service quality was poorly evaluated,so we should focus on improving them. Through empirical analysis,this study put forward effective strategies to promote the service quality and management and operation of private stadiums,that is,to improve the equipment of stadiums,and to build a good fitness environment; and to integrate the high-quality allocation of resources,to innovate the operation mechanism of stadiums; to strengthen management and optimize services,and to implement the brand operation strategy of stadiums.更多还原