上海市体育健身娱乐业服务质量分析

Analysis of Service Quality of Sport Fitness and Leisure Industry in Shanghai

采用问卷调查等研究方法,对上海市体育健身娱乐业服务质量进行调查与分析。研究表明,现阶段上海市健身娱乐业服务质量情况表现为会员对俱乐部服务态度、技术水平、服务承诺兑现以及服务理解能力上期望较高,而对设备、员工形象、提供健身资料等有形因素期望较低;同时会员对整体服务质量感知较低,尤以满足特定需求、服务理解能力等方面感知最低。针对出现的问题,文章提出应从交互服务质量、有形服务质量和员工技能服务三个方面加以提高。

With the method of questionnaire and so on, the service quality of sport fitness and leisure industry in Shanghai is investigated and researched. The results show that the members have a high expectation in service attitude, technique level, service promise and service comprehension ability, and a low expectation in equipment, stuff image and offering fitness data. At the same time, the members have a low apperception in total service quality, especially some special needs and service understanding ability. Based on existing problems, the service including mutual service, materiality service and staff skill should be improved.