体育服务业质量模糊评价机制及预警体系设计——基于《国家体育产业统计分类》  

Design of sports service quality fuzzy evaluation mechanisms and warning system—Based on the " National Sports Industry Statistical Classification"

作　　者：王玉[1] 马勇[1] 赵伟[1] 

机构地区：[1]南京工程学院体育部,江苏南京211167

出　　处：《山东体育学院学报》2016年第3期12-18,共7页Journal of Shandong Sport University

摘　　要：依据最新颁布《国家体育产业统计分类》,以全国21个省会城市作为研究样本,建立体育服务业组织支持质量及顾客感知质量二元模糊评价模型,对评价得出的结果实施多元质量预警控制。模糊评价结果采用椭圆质量控制图定量分析,统计指标通过多元置信区间建立"无警""轻警""重警"三级预警体系。以某一离群样本数据对评价模型实施实证检验,完成分类统计指标预警体系设计。针对预警结果,探讨体育服务过程中服务预期与服务效果的关系。According to the latest promulgated ' National Sports Industry Statistical Classification' and taking China's 21 provincial capital cities as samples,a two- dimension fuzzy evaluation model of organizational support quality and customer perceived quality is established for sports services and then a multivariate quality control warning is implemented based on the evaluation results. A quantitative analysis was made on the fuzzy evaluation results by using elliptical quality control chart and the statistical indicators give ' Normal', ' Alert', ' Warning' three- tier warning system via confidence interval. Finally,some outlier sample data are used to implement empirical evaluation and complete classification of statistical indicators and early warning system design. Based on the warning results,the relationship between sports service expectation and service effect is discussed.

关 键 词：体育服务业 质量 模糊评价 预警 

分 类 号：G80-052[文化科学—运动人体科学]