保健养生服务质量优化研究——以B保健养生公司为例  

Research on the Optimization of Health and Wellness Service Quality——A Case Study of Company B Health and Wellness

作　　者：李娉[1] 刘书娟 于璐璐 LI Ping;LIU Shujuan;YU Luu(School of Business,Hebei Normal University,Shijiazhuang 050024,China)

机构地区：[1]河北师范大学商学院,河北石家庄050024

出　　处：《经济论坛》2024年第5期85-97,共13页Economic Forum

摘　　要：在《“健康中国2030”规划纲要》发布后,健康服务业成为国家战略的核心部分,保健养生服务行业也迎来了前所未有的发展机遇。文章通过问卷调查和访谈方法,从有形性、可靠性、响应性、保证性和移情性五个维度构建服务质量评价指标体系,全面评估B保健养生公司的足部保健养生服务现状,揭示服务中的不足。研究结果表明,虽然服务提供者在硬件设施和技能方面表现出色,但在响应性和保证性方面仍有改进空间。据此,研究提出了一系列优化策略,包括加强服务人员培训、改善顾客等待体验、提升服务个性化以及增强服务响应效率等,目的是提高顾客满意度和忠诚度,促进足部保健养生服务行业的可持续发展。Following the release of the“Healthy China 2030”Planning Outline,the health service industry has become a core part of the national strategy,and the health and wellness service industry has had unprecedented development opportunities.This paper constructs a service quality evaluation indicator system from the five dimen-sions of tangibility,reliability,responsiveness,assurance,and empathy,through questionnaire surveys and inter-views,and comprehensively assesses the current state of foot health and wellness services offered by Company B,re-vealing shortcomings in the service.The findings indicate that although service providers excel in hardware facilities and skills,there is still room for improvement in responsiveness and assurance.Based on these findings,this study proposes a series of optimization strategies,including enhancing staff training,improving the customer waiting expe-rience,increasing service personalization,and strengthening service response efficiency,in order to enhance custom-er satisfaction and loyalty,thereby promoting the sustainable development of the foot health and wellness service in-dustry.

关 键 词：保健养生服务 足部保健 服务质量评估 顾客满意度 

分 类 号：F203.9[经济管理—国民经济]