高尔夫俱乐部顾客感知服务质量评价模型研究  

Research on the Evaluation Model of Customer Perceived Service Quality in Golf Club

作　　者：曾婷婷[1] 温碧燕[1] 

机构地区：[1]暨南大学管理学院,广东广州510632

出　　处：《北京体育大学学报》2011年第3期9-11,共3页Journal of Beijing Sport University

基　　金：国家自然科学基金项目(70902020);国家旅游局科研项目成果(09TABG017)

摘　　要：高尔夫俱乐部是为打球的顾客提供全过程服务的服务性企业。顾客在接受俱乐部服务的过程中,会对其服务质量做出评价,并据此决定今后是否继续购买其产品和服务。因此,服务质量是决定高尔夫俱乐部营销效果、经济收益和竞争实力的重要因素。研究中,基于顾客感知服务质量的SERVQUAL模型,并采用因子分析技术,对高尔夫俱乐部服务质量的关键因素进行分析,旨在建立一个适合中国高尔夫俱乐部服务质量的评价模型。Golf clubs are the service firms that supply the overall service for golfers.The golfers will evaluate the service quality of the golf club during the service process,and then decide whether to buy its product and service again.Therefore,service quality is the key factor which decides the marketing effect,economic income and competitive strength of the golf clubs.This paper is based on SERVQUAL model of the customer perceived service quality.The factor analysis method is applied to analyze the key factors of service quality in golf clubs and establish a service quality measurement model for the golf clubs in China.

关 键 词：高尔夫俱乐部 顾客感知服务质量 SERVQUAL模型 

分 类 号：G80-05[文化科学—运动人体科学]