商业体育俱乐部服务质量指数理论模型建构与实证  

Structure and Demonstration of Service Quality Index Theory Model for Commercial Sports Club

作　　者：舒宗礼[1] 夏贵霞[1] 

机构地区：[1]湖南城市学院体育学院,湖南益阳413000

出　　处：《体育成人教育学刊》2012年第5期57-59,共3页Journal of Sports Adult Education

基　　金：湖南省教育厅2012年科学研究项目:体育健身休闲市场服务质量与消费者忠诚度关系的研究(12C0579)

摘　　要：为构建我国商业体育俱乐部服务质量指数理论模型,基于Kim&Kim的QUESC模型和Yong&Donna的SSQRS服务质量理论模型,从环境质量、课程质量、服务质量和效果质量4个维度建立了针对我国的商业体育俱乐部服务质量指标体系。在指标权重确定过程中,通过采用改进的层次分析法克服了层次分析法中对专家意见简单平均计算的不足;考虑到根据专家个人的声望、权威性等因素人为确定的专家个体权重向量不客观、难以操作的弊端,通过采用聚类分析的方法科学合理地确定了各指标的权重。最后采用模糊理论进行综合评价,并进行实例分析,构建了我国商业体育俱乐部服务质量指数理论模型。In order to build a service quality index theory model for commercial sports club in China,this paper,based on Kim＇s model of QUESC and Yong Donna＇s service quality index theory model of SSQRS,establishes a system of service quality index for commercial sports club in China in the aspects of the environment quality,curriculum quality,service quality and the effect quality.In the process of the identification of indicator weight,this paper adopts a modified Analytic Hierarchy Process and avoids the AHP＇s problem of shortage in professors＇ opinion on simply average calculation.In view of the disadvantage of man-made expert＇s individual weight vector which is not objective and hard to operate caused by the factors in professor＇s personal reputation and authority,the paper adopts the way of cluster analysis to make indicator weight scientifically and reasonably.Finally the paper constructs a service quality index theory model for commercial sports club in China by adopting the fuzzy theory to give the comprehensive evaluation and analyzing the practical examples.

关 键 词：商业体育俱乐部 服务质量 模糊综合评价 

分 类 号：G80-05[文化科学—运动人体科学]