上海市大型体育场馆公共体育服务质量评价——基于公益开放时段的实证分析

Quality Evaluationof Public Sports Serviceof Large Stadiums in Shanghai——An Empirical Analysis under the Public Opening Time

以上海12个大型体育场馆为分析对象,以公众满意度为质量评价的价值取向,通过构建公众满意度指数模型对大型体育场馆公共体育服务质量进行了测评。结果表明:上海市大型体育场馆公益开放时段服务质量在体育健身设施、体育活动、体育组织、体育健身指导、体育信息咨询服务以及体质监测服务等方面存在较大提升空间;其公众满意度主要受到感知质量、公众信息以及公众期望的影响,从影响方向上看,感知质量和公众信息正向影响公众满意度,公众期望反向影响公众满意度,从影响强度上看,从大到小依次为感知质量、公众信息、公众期望。

Througha public satisfaction index model constructed, which viewed public satisfaction as its value orientation, this paper measuredthe public sports service of large stadiumsbased onan empirical analysis of 12 stadiums in Shanghai. The results show that the quality of large stadiums public sports service under the public opening time hasa big room to improvein many fieldsuch as fitness facilities, sports activities, sports organizations, sports fitness guidance, information consulting service and physique monitoring service, etc. Thepuhlic satisfaction of Shanghai large stadium under the public opening time,mainly influenced by the three factors such as quality, public informa6on and public expectations. Looking from the direction of impact, public information and perceived quality both influencepositively public satisfaction, while the public expectation is reverse; looking from the strength of the impact, the most is perceived quality, the second ispublic information, and the smallest is public expectations.