健身类APP服务品质测量与设计策略研究

RESEARCH ON SERVICE QUALITY MEASUREMENT AND DESIGN STRATEGY OF FITNESS APP

本文针对健身类APP服务品质进行测量,探索设计策略。研究采用焦点小组法,在明确健身类APP的价值机会基础上,以SERVQUAL量表为框架,修正量表中服务品质要素,通过对服务品质"重要性-满意度"差距的测量,挖掘服务缺口。针对服务缺口,提出"实时动作校准,提高健身效能"、"管理复杂,让训练更简单"、"游戏化体验,健身的新驱动"的发展策略。

This paper aims at measuring the service quality of fitness APP, and exploring the design strategy. It uses the focus group method, on the basis of clarifying the value opportunity of fitness APP, based on the SERVQUAL scale, the service quality factor in the scale, through the service quality ＂importance - satisfaction＂ gap measurement, mining service gap The In view of the service gap, the article puts forward the development strategy of ＂real-time action calibration, improve fitness performance＂, ＂management complexity, make training more simple＂, ＂game experience, fitness new drive＂ development strategy.