黄山市商业健身俱乐部顾客满意现状的调查研究

An Investigation into the Current Situation of Customer Satisfaction with Commercial Fitness Clubs in Huangshan City

运用文献资料法、问卷调查法、实地调查法等研究方法,对黄山市商业健身俱乐部顾客满意度的现状进行统计分析,研究认为,顾客在商业健身俱乐部服务的可感知性上,对俱乐部提供的设施及配套服务的满意度较高;在商业健身俱乐部服务的可靠性上,顾客对俱乐部提供的服务承诺的兑现情况满意度较高;在商业健身俱乐部服务的保证性上,得到顾客较高的评价;在商业健身俱乐部服务的响应性上,俱乐部服务人员能够在第一时间积极解决顾客提出的问题和要求;在商业健身俱乐部服务的移情性上,俱乐部教练会主动指导顾客锻炼,为顾客的锻炼提供正确的指导。

Using the research methods of literature analysis, questionnaire, field survey and so on, a statistical analysis of the current situation of customer satisfaction with commercial fitness clubs in Huangshan City is made. The results show that in terms of perceptibility, customers have a higher satisfaction with facilities and supporting services; in terms of reliability, the customers have a higher satisfaction with the service commitment of the clubs; the clubs can guarantee their services, which is spoken highly of by customers; club service personnel can respond to customers＇ problems and requests timely; in terms of positive transference, the clubs can take the initiative to provide correct guidance for their customers＇ exercise.