Research On Customer Satisfaction Of Business Sailing And Windsurfing Club Based On Experiential Value Theory

With the rapid growth of domestic economy and the support of national policy,in recent years,thousands of sailing sailing clubs have been set up in Qingdao,Xiamen,Haikou,Shenzhen and other cities.On this basis,the development of the commercial sailing sailing Sporting Club Hotel,whether in the mode of business,or in the customer satisfaction survey All of them lack effective theoretical and practical support,but now they are in the era of experience economy."Experience" has great significance for the development of this kind of club.Therefore,based on the theory of experience value and taking Shenzhen as an example,this paper investigates the customer satisfaction through expert interview,deep interview,questionnaire,mathematical statistics and so on.The results show that:1.The overall satisfaction of Shenzhen commercial Yacht Club is 3.12 + 0.936.The overall satisfaction of each level index is: functional value satisfaction 2.91 + 0.977,social value satisfaction 3.15 + 0.937,cognitive value satisfaction 3.16 + 0.977,emotional value satisfaction 3.26 + 0.902,emotional value satisfaction 3.10.It is 0.886.The rankings of their satisfaction from high to low are emotional value,cognitive value,social value,situational value and functional value.2.The first five variables in the functional value description statistical analysis are geographical location,beach area,service personnel qualification,equipment quantity(set),teaching guidance effect.The lower satisfaction is the quality of equipment brand,club layout planning,coach qualification.The top five items in the social value description statistical analysis are good memories,promotion of self-confidence,suitable for the sport,communication with others,acquaintance with friends,and lower consumption and social status satisfaction.Cognitive value description,statistical analysis,consumers can express satisfaction in technology and other knowledge learning.In the statistical analysis of emotional value description,the satisfaction and sense of openness and pleasure are relatively high,and the sense of control is low.In the situational value description and statistical analysis,the customer is satisfied with the service attitude and the movement atmosphere of the other staff,such as the coaches,and the satisfaction of the climate conditions and the evaluation of other customer behavior is low.3.The factors affecting the customer satisfaction of Shenzhen commercial yacht club are: emotional experience,professional experience,design experience,equipment experience,environmental experience,and the contribution rate of three public factors by stepwise regression to emotional experience,professional experience and environmental experience is over 90%,and the linear regression equation of satisfaction is y^=-0.45 5+0.593* emotional experience,+0.370* professional experience,+0.200* environment experience4.The emotional experience of smooth,cheerful,relaxed and so on,as well as the emotional experience of "confidence" and "interaction" brought by sports are the most important indexes affecting the satisfaction of the Sporting Club Hotel in Shenzhen.The satisfaction score of the smooth feeling is up to 3.41.The emotional experience of the customers and the construction of the enterprise culture are not the clubs.The focus of development.5.There are certain requirements for the professional technical background of the coaches,the lifeguards and the qualification level of the service personnel.The professional experience is the basis for the survival of the club.To further improve the training of the coaches and the lifeguards,and to strengthen the training of professional talents,it directly affects the sailing ships of Shenzhen.The sustainable development of the board Club.6.Environmental experience reflects the demands of consumers on geographical location,beach area,wind and wave conditions,publicity of marine knowledge,improvement of consumers' ability to control nature and self,and early warning mechanism is one of the important indicators that affect satisfaction.