| The significant change of development concept in the new era is that Efficiency Priority is being replaced by Quality Priority.The strategy of Quality Power has an all-round impact on the society.As the basic social condition for the realization of human's all-round development,public service is an important symbol of social development,and the pursuit of quality must be embedded in its development process.The interaction between National Fitness and National Health has become the biggest theme in the field of public sports service.As an important part of Better Life for the People,public sports service has also made a response to the pursuit of quality.However,development prospect of Quality First has not been fully presented.There are obvious deficiencies in the quality of public sports services in China.Through the study of the influencing factors of public sports service quality,the purpose of this study is to explore the entry point and focus point for the improvement of public sports service quality,so as to provide strategic guidance for the promotion of practice,and then truly realize the supporting value of public sports service to the Healthy China strategy and the Sports Power strategy.According to the basic theories of public management,quality management and health promotion,referring to the experience of foreign countries in improving the quality of public sports service,based on the current situation of the development of public sports service,and following the logic of Finding Problems-Putting forward Hypotheses-Verifying Hypotheses-Designing Strategies,the research uses questionnaire survey,literature,interview,grounded theory,mathematical statistics and field investigation through the normative and empirical research path comprehensively.This research presents the following five parts:First,through the definition of concept,theoretical combing and literature review,the research foundation is established.By combing the related concepts,the core concepts and the logical starting point of this study is defined.The development,evolution and limitation of public management theory,quality management theory and health promotion theory are comprehensively combed to establish the theoretical basis for this study.This paper reviews the previous literature on the influencing factors and improvement strategies of public service quality and public sports service quality,which provides ideas and references for this study.Second,it analyzes the practical problems of improving the quality of public sports in China.In the face of the rising public demand for public sports services,governments have made a lot of reforms and attempts,and achieved some practical results.However,problems such as lag in top-level design,poor coordination mechanism,inadequate infrastructure,weak participation,low satisfaction,poor equality and low efficiency still exist in public sports services.Through the analysis of current situation and the attribution of problems,this study finds that the sensitivity of theoretical research to the introduction of quality management into the field of public sports service lags behind,and the basic path of "factor analysis-strategy design" is ignored,which leads to the lack of basis for the strategy design of public sports service quality improvement,and the practical effect is greatly reduced.Therefore,the urgency and pertinence of this study are clear.Third,it analyzes the structure of influencing factors of public sports service quality.Using ordinary people and relevant experts as the interviewees and coding the in-depth interview records,this study uses the grounded theory method,summarizes the influencing factors of public sports service quality.The problem attribution has been carried out.According to the general process of grounded theory,through the design of open questions,the concept of interview materials is refined to form a category,and gradually form a core category by Nvivo 11.0 and the qualitative research method of personal in-depth interview in the triple coding form of Open coding-Spindle coding-Selective coding.Based on the preliminary logical relationship,the exploratory theoretical model of influencing factors of public sports service quality is formed.Fourth,it constructs and verifies the theoretical model of influencing factors of public sports service quality improvement.Based on the previous research results and related theories,this study constructs the initial model of influencing factors of public sports service quality,and puts forward the hypothesis relationship between variables.It analyzes the initial questionnaire data by spss20.0,and forms a formal questionnaire to meet the reliability and validity requirements.It collects effective sample data through questionnaire distribution.Firstly,the correlation analysis of demographic variables has been carried out,and then the model fitting and hypothesis verification of the sample data have been carried out by AMOS24.0 according to the logical order of the empirical research.Fifth,it put forward the strategy of improving the quality of public sports service.Based on the practical problems of China's public sports service,with reference to foreign experience and the results of structural model verification of influencing factors of public sports service quality,this study puts forward the improvement measures of public sports service quality at this stage in China:to improve the quality of public sports service personnel,to co-ordinate the supply of public sports venues and facilities,to optimize the design of public sports services,to enrich public sports organization activities,to improve the operating mechanism for continuous improvement of public sports service quality.The research conclusions:First,through the analysis of the relationship between demographic variables and public sports service quality,it is concluded that there are significant differences in gender,age,education level,income level and the nature of work units on the evaluation results of public sports service quality.The results of direct relationship show that the quality of public sports service is affected by different factors with structural differences.Personnel quality is the implementation core;the basic role of venue facilities is obvious;the value of service design and organization activities is obvious;the value of service supervision is significant.In order to improve the quality of personnel,public sports organizations should constantly improve the incentive mechanism,training system and organizational culture;the improvement of the quality of public sports facilities needs to start from the aspects of system planning,system breakthrough and performance evaluation;improve the participation of public fitness by enriching the sports events and convenient service design;We should give full play to the innovation of service supervision in the public sports service quality improvement.Second,the verification results of intermediary effect show that there are not only structural differences,but also hierarchical differences in the influencing factors of public sports service quality.As "health factors",venue facilities and personnel quality is the basic condition.As "incentive factors",organizational activities and service design are the direction of public sports service quality improvement.Sports facilities and personnel quality as the basic factors affect the quality of public sports service through service design and organizational activities.The influence of personnel quality on service design and organizational activities is obvious,while the venue facilities only support the service design.It shows that the improvement of public sports service quality depends on the basic guarantee of organizational resources,of which human resources are the core.Therefore,the enrichment of venue facilities and the improvement of personnel quality need scientific organization activities and reasonable service design to play a greater role.The only way to improve the quality of service is to consolidate the foundation of public sports service,optimize the design of public sports service and enrich the activities of public sports organizations,and the promotion of personnel quality is the most important part of strategic design.Third,the verification results of chain intermediary effect show that there are mutual influence mechanisms and conditions between service supervision and service quality in venue facilities,personnel quality,organizational activities and service design,but service supervision itself can not directly improve service quality in the complex system of public sports,and its driving role is reflected in the process of influencing relevant factors.The improvement of public sports service quality is a long-term and complex process.To ensure the orderly development of work in each stage,it is necessary to comprehensively apply different tools to pay attention to the relationship between different influencing factors,and reflect the strategic focus of service supervision and personnel quality.Therefore,it proposes to establish the governance pattern of multiple subjects of public sports service,integrate the realization process of public sports service quality improvement,innovate the tool selection of public sports service quality improvement and normalize quality evaluation to improve the interaction mechanism of public sports service quality improvement.The innovation of this study as following:First,it analyzes the feasibility and necessity of introducing the quality management theory into public sports service,and tries to build a theoretical system of public sports service quality management.The existing research and practice is individual reform without comprehensive solution and complete theoretical system guided by health promotion theory.Affirming the theoretical value and practical significance of "result oriented" quality management,this study grasps the universality and particularity of public sports services,initially establishes the theoretical framework to determines the direction and path for practice promotion.Second,it constructs and verifies the theoretical model of influencing factors of public sports service quality,and basically clarifies the influencing mechanism of public sports service quality.The existing theoretical research on the structure and mechanism of influencing factors of public sports service quality is not clear.Therefore,the practice does not fully follow the basic path of improving the conditions of influencing factors to improve the quality of public sports service.With the relevant software,this study clarifies the influencing factors of public sports service through grounded theory,and verifies the theoretical hypothesis through structural equation model.The results show that there is a certain relationship between demographic variables and the quality of public sports services;there are different levels of influencing factors on the quality of public sports service;some of the influencing factors can not directly affect the quality of service,but need the intermediary role of other influencing factors to play value.A clear impact mechanism further defines the focus and entry point of public sports service quality improvement.Third,it defines the implementation conditions of the influencing factors of public sports service quality,puts forward the quality improvement strategy based on the influencing mechanism,and forms a comprehensive implementation framework.The existing research ignores the operability and systematization of quality management,and the proposed strategies usually have the defects of generality and decentralization.This study applies many mature practices in quality management,such as quality certification,benchmarking,quality cycle to public sports service in China.According to the verification results of the structure and mechanism of influencing factors,this paper puts forward a comprehensive strategic framework,such as tamping foundation,enhancing experience,multiple subjects,and realization process and so on.Academic rationality and practical operability promote the expansion and extension of quality theory to public sports service.There are obvious theoretical significance and practical value for the public sports service quality in the study.In terms of theory,it opens up a new perspective of quality management for the theoretical research of public sports service;in terms of practice,it is conducive to the smooth promotion of the strategy of Sports Power and Healthy China.However,due to the limitation of ability and condition,there are some deficiencies such as insufficient research materials,incomplete influencing factors,and incomplete improvement strategies.In the future,the research needs to further enrich research variables,clarify the relationship between influencing factors,and gradually verify and improvement the strategy. |
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