长沙市中小型健身俱乐部顾客满意度测评研究

Research on Degree of Customer Satisfaction Assessment of Mediumand Small-sized Fitness Clubs in Changsha

通过分析实施中小型健身俱乐部顾客满意度测评的意义,并根据指标体系的制定原则,建立了长沙市中小型健身俱乐部顾客满意度测评指标体系,选取层次分析法作为测评方法,对长沙市中小型健身俱乐部进行顾客满意度调查与测评研究。结果显示,长沙市中小型健身俱乐部顾客满意度处于中等水平,顾客对个性化服务及服务价格两项指标的满意度比较低,且顾客对价格上涨幅度的承受力比较差,总体质量感知较低。

This article analyzes the significance of customer satisfaction measurement of middle and small fitness club,and building index system of customer satisfaction measurement for middle and small fitness club in Changsha with the formulation principle of index system.In this article,for middle and small fitness club in Changsha,the Analsis Hierarchy Process is selected as the measurement method for customer satisfaction surveys and evaluation studies.The results showed that customer satisfaction degree of middle and small fitness club in Changsha is at moderate level,especially for Personalized Service and service price,the customer satisfaction degree is very low,and customers＇ affordability of Price Rising is poor,general quality Perception is rather bad.