经营性健身俱乐部的服务质量对其忠诚度影响的研究  

Effect on Service Quality of For-profit Fitness Clubs to Their Customer Loyalty

作　　者：鲍大卫[1] 高凤华[1] 

机构地区：[1]南京大学体育科学研究所,江苏南京210093

出　　处：《浙江体育科学》2010年第5期39-40,76,共3页Zhejiang Sport Science

基　　金：2009年江苏省体育局"大众城市健身俱乐部服务质量研究"(TY8318)课题研究

摘　　要：采用SSQRS模型的四个基本维度对经营性健身俱乐部的服务质量进行调查评价,并对调查结果进行分析。分析结果显示顾客对交互服务的评价最高,而参与效果质量较低,是影响顾客忠诚的最重要的因素。This paper investigated the service quality of for-profit fitness clubs for basic dimensions of SSQR Smodel.The results of questionnaires were analyzed in this study.It was found that customers favoured exchange service most and the quality and effect of customer participation was the kay factor influencing customer loyalty.Based on the research results,the author also came up with some suggestions for the management of fitness clubs.

关 键 词：SSQRS 服务质量 健身俱乐部 顾客忠诚度 

分 类 号：G80-05[文化科学—运动人体科学]