The Investigate And Analysis About Service Quality Of Large-sacle Health Club In SuZhou City

Although health club has a great improvement in china since 80' s,the manager of the health clubs lack the characteristic knowledge of this industy.They can not completely understand the meaning of service quality in health club and can not response exactly and immediately to market. These questions impose restrictions on the development of health Club. In order to satisfy customer,health Club must pay the attention to improving the service quality.This article is base on this background. According to the model of service quality disparity and Servqual form, successfully apply in mensurating the service quality of service company. Make a investigate and analysis about service quality in large-scale health Club in Suzhou.The result is as following:Firstly,The Apperceive Difference of customer in Impluse is minimum.the value is 0.8.The Apperceive Difference of customer in Body-club is maximum,the value is 1.25.Secondly, in the view of customers to evaluate all sides of Service Quality of health Club,including reliability,response,assurance,disposition moving and visibility.The Apperceive Difference in disposition moving is maximum.,The value is 1.26.Thirdly,in the survey of service quality in three health Club,there are 44 customers are very satisfied,46 customers are satisfied,16 customers just can accept,and 3 customers are not satisfied.The features about customer in large-scale health club of suzhou city:firstly,they have fairly good income.secondly,they have received higher education.thirdly,their purpose of they join in the club is diversify.The short of large-scale health club of suzhou city:firstly,they are deficient in understanding about the demand and aspect of customer.secondly,they are lack the profound cognition about the core of this service.thirdly,the management of health club is not. systematic.Fourthly,they are not lead and manage the demande of customer. Fifthly,health Club did not pay more attention on satisfying customers requirements and lack experience on developing customers' potential requirements. Suggestions:firstly,in order to satisfy the need of customers,the club should make the business hours more reasonable.Secondly, emphasizing the function of the coaches.The club should be clear of the role of the coach in the club,and set up a good training system and the personal development scheme for them.Thirdly,Putting more effort in the recruit and the training of staff of the club.Service industry is not an industry that fits for every body,therefore,the recruitment should not be confined under the old routine,rather,it should put more emphasize on the creativity during the recruiting and training process. Fourthly,the recruitment and the training should be lead and managed basing the thorough comprehension of customers' need and combining the real situation of the club.Fifthly,setting up a sound service administration system,so it can take control of the every process of the club,and make the plan for the future.Lastly,irrigating the concept of service administration from the top to the bottom.In this way,every staff can be aware of this concept all the time,so different department can work together towards a shared goal.Sum up,The service quality of large health Club in suzhou is good. The requirements of equipments is achieving.But the service is just on the surface,the health Club lack understanding of customer' requirements and the meaning of service area.There are still more space for improving.