摘要
如何准确、经济地测量和评价商业健身俱乐部的服务质量是服务质量管理的前提,其测量工具的设计与开发无疑具有重要的理论和实践价值。在梳理服务质量评价方法的发展历史的基础上,鉴于Service Quality(SERVQUAL)服务质量测量方法在实际应用中的不足,基于消费者服务绩效的感知,把Service Performance(SERVPERF)测量方法引入到商业健身俱乐部服务质量的评价中,设计了相应量表问卷,经过题项检测、因子分析和实际应用,证明了问卷的可信和有效。
How to value the commercial fitness club service quality accurately and econmically is the premise of service quality management. The design and development of the survey tool is undoubtedly of great theoretical and practical value. Based on com-bing the development history of service quality evaluation method, due to defects in implication of Service Quality（ SERVQUAL） measurement on service quality, the Service Performance（ SERVPERF） on the basis of the performance perception by the customer was proposed to apply into the commercial fitness club service quality measurement. The scales were developed and proved to be effective and valid by items testing, factorial analysis and practical application.
出处
《吉林体育学院学报》
2015年第2期1-5,38,共6页
Journal of Jilin Sport University
基金
江苏省教育厅哲学社会科学基金项目(R136807)
