健身俱乐部服务质量评价模型的开发与检验  

Development and verification of a fitness club service quality evaluation model

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,日本爱知4700195

出　　处：《体育学刊》2011年第6期71-77,共7页Journal of Physical Education

摘　　要：基于SERVQUAL模型的方法,结合健身行业的特征,以开发新的健身俱乐部服务质量评价模型为主要目的。提出了由"工作人员"、"设施与设备"、"服务项目"、"安全性"和"价格设定"等5维度构成的服务质量假设模型。并以位于上海市和广东省的3家健身俱乐部的顾客为对象进行调查,采用从调查中得到的376个样本数据对假设模型进行验证性因子分析,结果表明假设模型有较好的拟合程度(GFI=0.89,AGFI=0.86,SRMR=0.04,RFI=0.90,TLI=0.94,CFI=0.94,RMSEA=0.06)。随后对假设模型进行了改良,得到了一个由5维度20项目构成的模型(GFI=0.93,AGFI=0.90,SRMR=0.04,RFI=0.93,TLI=0.97,CFI=0.97,RMSEA=0.05),该模型具有足够的信度和效度。此外,对有关服务质量研究和管理实践的启示及今后的课题研究也进行了探讨。Based on the SERVQUAL model method,coupled with the characteristics of the fitness industry,and basing the main purpose on developing a new fitness club service quality evaluation model,the authors established a hypothetic service quality model that is composed of such 5 dimensions as ＂workers＂,＂facilities and equipment＂,＂service items＂,＂safety＂ and ＂price setting＂ according to literature information,field examination and expert interview,then investigated the customers of 3 fitness clubs located in Shanghai and Guangdong,performed a confirmatory factor analysis on the hypothetic model by using 376 sample data acquired from the investigation,and revealed that the hypothetic model has a good fitting degree（GFI=0.89,AGFI=0.86,SRMR=0.04,RFI=0.90,TLI=0.94,CFI=0.94,RMSEA=0.06）.Next,the authors improved the hypothetic model,and derived a model that is composed of 20 items in 5 dimensions（GFI=0.93,AGFI=0.90,SRMR=0.04,RFI=0.93,TLI=0.97,CFI=0.97,RMSEA=0.05）,provided with sufficient credibility and validity.Moreover,the authors also probed into inspirations from related service quality researches and management practice as well as research topics in the future.

关 键 词：体育管理学 服务质量 SERVQUAL模型 验证性因子分析 健身俱乐部 

分 类 号：G80-05[文化科学—运动人体科学]