基于商业健身俱乐部服务行为的服务质量形成模式研究

Research on the Formation Model of Service Quality Based on Service Behavior of Commercial Fitness Clubs

从商业健身俱乐部服务行为入手,采用文献资料法、扎根理论方法、问卷调查法、数理统计法等研究方法,构建了基于商业健身俱乐部服务行为的服务质量形成模式的概念模型,并运用因子分析、相关分析和多元线性回归分析对模型进行了验证。认为,基于商业健身俱乐部服务行为的服务质量形成模式包括服务期望调查、服务规范设计、健身服务提供和服务内容传播4个要素;模式要素结构合理,要素之间具有高度显著性正相关关系;模式各要素与服务质量高度正相关,且具有显著的多元回归线性关系;模式要素对服务质量的形成各有作用,但影响程度有所不同。指出,管理者要深刻理解模式的意义与内涵,从服务期望调查、服务规范设计、健身服务提供和服务内容传播4类服务行为入手,提高服务行为质量,确保高水平健身服务质量形成。

Starting from the service behavior of commercial fitness clubs,using methods of literature,grounded theory,questionnaire survey,and mathematical statistics,the conceptual model of service quality formation model of commercial fitness club is constructed,and factor analysis,correlation analysis and multiple linear regression analysis are applied for validation.It is believed that the service quality formation model based on the service behavior of commercial fitness clubs includes four elements:service expectation survey,service norm design,fitness service provision and service content dissemination;the structure of model elements is reasonable,and there is a highly significant positive correlation between the elements;Each factor of model is highly positively correlated with service quality and has a significant multivariate regression linear relationship;model elements have a role in the formation of service quality respectively,but the degree of impact is different.It is pointed out that managers should profoundly understand the meaning and connotation of the model,and improve the quality of service behavior and ensure the formation of high-level fitness service quality starting from four types of service behaviors:service expectation survey,service norm design,fitness service provision and service content dissemination.