健身俱乐部利用者感知服务质量对利用满意和行为意向影响的实证研究  

Empirical study of relationships among perceived service quality,user satisfaction and behavioral intentions among fitness club members

作　　者：周强[1] 李祥昆[2] 

机构地区：[1]南昌大学教育学院体育系,江西南昌330031 [2]日本国爱知学院大学大学院经营学研究科博士后期课程,日本爱知4700195

出　　处：《武汉体育学院学报》2011年第6期45-51,共7页Journal of Wuhan Sports University

基　　金：2009年度日本中京大学体育学博士学位论文部分内容

摘　　要：以位于上海市和广东省的3家健身俱乐部的利用者为研究对象,采用从调查中得到的376个样本数据探讨健身俱乐部利用者感知服务质量、利用满意和行为意向之间的关系为主要目的。基于相关文献构建了有关服务质量、利用满意和行为意向之间的关系的4个假设模型,借助结构方程模型分析,从中筛选出最佳模型,采用该最佳模型讨论构成概念间的关系。结果揭示了在服务质量对行为意向施加影响的过程中,利用满意起着完全中介作用的模型与数据的拟合程度最佳。这表明了服务质量通过利用满意对行为意向起着间接的作用。此外,对有关服务质量、利用满意和行为意向之间的关系及其对管理实践的启示也进行了探讨。The main purpose of this study was to examine the relationships between perceived service quality,user satisfaction,and behavioral intention.The data used for analysis were provided by a questionnaire survey for 376 members from three different fitness clubs in Shanghai and Guangdong.Based on the review of literature,four conceptual models of service quality,user satisfaction,and behavioral intention were proposed.The data were analyzed using the structural equation modeling.The result shows that the model which user satisfaction had played a full mediating role in the relationship between service quality and behavioral intention had the best overall goodness-of-fit for observation data（CMIN/DF=2.24,SRMR=.06,RFI=.90,TLI=.94,CFI=.95,RMSEA=.06）.Namely perceived service quality has the indirect effect on behavioral intention through user satisfaction.Future research and managerial implications were also discussed.

关 键 词：感知服务质量 利用满意 行为意向 结构方程模型 健身俱乐部 

分 类 号：G804.83[文化科学—运动人体科学]