体育健身休闲市场服务质量及测量的理论与方法研究  

The study of Chinese sports fitness and leisure markets QOS theory and methods

作　　者：黄谦[1] 

机构地区：[1]西安体育学院,西安710068

出　　处：《西安体育学院学报》2012年第4期385-392,411,共9页Journal of Xi'an Physical Education University

基　　金：国家哲学社会科学基金项目(09XTY09002)

摘　　要：服务质量的好坏直接影响客户的满意度、忠诚度,最终影响到服务企业的收益。研究针对服务质量比较复杂和难于测量的特点,先对服务质量的维度、服务质量的测量、消费者满意度、消费者信任以及消费者忠诚度的理论进行综述,构建了服务质量测量的结构模型,再通过运用服务质量测定的4种模式,即SERVQUAL、SERVPERF、SERVIMQUAL、SERVIMPERF,分别进行服务质量的测定,计算出结构模型的拟合指标、因子载荷和T值、以及路径系数,通过比较找出拟合度最高的测量模型。研究结果表明,在体育消费行业中SERVPERF测量方式最适合用于服务质量的测量。解决了期望与表现两者之间差异的相关性问题。The quality of the QOS（ quality of service）directly impact on customer satisfaction, loyalty, and ultimately affect the income of service companies. This study considers the complex and difficulty of QOS, on the basis of reviewing about the theories of dimension of QOS, measurement of QOS, consumer satisfaction, consumer confidence,consumer loyalty, building the structure model of QOS measurement. By the use of four modes of QOS determination as SERVQUAL, SERVPERF, SERVIMQUAL, SERVIMPERF, respectively determining QOS to calculate the structural model fit index, factor loadings and T, as well as the path coefficient, by comparing to identify the highest goodness of fit of the measurement model, the results show that the most suitable measurement for the measurement of QOS in the industry of sports consumption is SERVPERF. It solves the related problem of the difference between expectations and performance.

关 键 词：体育健身休闲 服务质量 服务质量测量 

分 类 号：G80-053[文化科学—运动人体科学]