Studies On Service Quality Of Sport Fitness And Recreation Industry

Consideration of service quality is an outcome when service industry develops some phases. With more than twenty years development quickly, sport fitness and recreation industry has been transited to depend on the strength of service quality. The times of"I do what I want to do"is obvious far away us. However, more operators in sport fitness and recreation industry don't wish to give up the reminders of mind. So, the thesis selects service quality to discuss and analyze in order to working hard to realize the custom value.The thesis demonstrates the level of service quality, the custom value, the service chain and so on in sport fitness and recreation industry. At the same time, proposes some pieces of advice to optimize service quality in sport fitness and recreation industry.These conclusions are proposed in the next:1. The thesis which adds custom value which embodies the agreement of industry development and service times background defines the sport fitness and recreation industry newly from service theory. At present, the concept of sport fitness and recreation industry is often defined from the department of physical education or the product of manufacturing. This concept neglects of building custom value and attenuates the characteristic of development in sport fitness and recreation industry.2. The thesis first defines the concept of sport fitness and recreation service and service quality according to the factors of service characteristic and service quality formed. The thesis thinks that we haven't formed the common opinion about the concept of sport fitness and recreation industry when we talk about the development, so we can't discuss the content deeply.3. The thesis analyzes the opinion of service quality which will affect the strategy in more than twenty years in sport fitness and recreation industry. This study discussed various opinion of service quality and got a conclusion that satisfying customers should be the strategy development in the future. At the same time, the product of sport fitness and recreation is defined the sport fitness and recreation service.4. The thesis analyses the service quality system of sport fitness and recreation industry. The service quality system which produces excellent effect is applied in sport fitness and recreation industry by used modern quality management eight principles. At the same time, it analyses the key point of system according to service quality ring formed in sport fitness and recreation industry. The aim to analyze service quality system which embodies to grasp custom perception in service quality evaluation includes two reasons, firstly, explaining the content widely and complex; secondly, attaching important to customers needs and value.5. The thesis analyses the service quality gap according to the theory of service quality. The conclusions are included: the gap of quality provider and customer expectation, gap of service quality criterion, gap of service transmission and gap of information communication within administration and customers. At the same time, analyses the customer satisfaction and expectation, forms the theory of customer service expectation layer in sport fitness and recreation industry. The thesis discusses the SERVQUAL parameter designed by PZB and proposed the overall hypothesis of service quality in sport fitness and recreation industry.6. The thesis finds the parameter has a good maneuverability through the coherence and factors analysis checking up. By used the parameter to investigation on the city of Beijing, Shanghai and Guangzhou, we draw some conclusions: customers have a low satisfaction on service quality evaluation; In five service quality dimensions, service reliability and empathy are evaluated not much better than others. This indicates the reliability of service promise and realize is very lower; it still indicates that there is a stronger positive correlation among customer complaining, repurchasing and customer satisfaction degree; the customer gender and enrollment time have no correlation with service satisfaction degree; the customer culture level indicates that the culture degree is more higher, demands on service quality higher; In the loyalty aspect, we find not only the price is key factor but also the service.7. After analyzes the outcome of customer evaluating service quality, the thesis proposes some strategies include: strengthening serving between administration and customer; improving staff satisfaction, especially realizing staff value and adjusting the manage action; analyzing the shortage in sport fitness and recreation industry from the core competitive power; proposing to construct district function in sport fitness and recreation industry; finally, this study emphasizes the important of treating service standardization problem scientifically.8. From the spread of dialectic relation of service quality and service standardization, the thesis analyzed the gist of developing service standardization and pointed the customer definition being as the gist. At the same time, the thesis analyzed standard process and explored carrying service standardization in sport fitness and recreation. It proposed some questions in developing service standardization.9. The shortages in this study are mainly included: one is due to the main body of evaluation only from customer and content of evaluation from five dimensions, so it's hard to avoid the mistakes from management measure; another question is research object which is hard to include abundant of content of sport fitness and recreation, so the outcome of evaluation is hard to present overall sport fitness and recreation industry. Of course, the main purpose is drawing everyone attraction to service quality of sport fitness and recreation industry. In the continuous research, we will construct the centre of sport service quality to settle down many questions happened in sport fitness and recreation industry. In the force of this study, we have set up the good realizations with some fitness and recreation administration.