The Investigate And Research About Service Quality Of High-end Fitness Club In Beijing

The service industry has been rapid development since 1980's. It gains more and more important position in the national economy. Physical fitness and entertainment also has rapid development with the elevation of people's consumption level and fitness awareness. And the evaluation of the service quality has also been widespread concerned. So study of service quality of the fitness club has a cetain practical significance.In this study, the research object is high-end finess club in Beijing,the major methods is documentary analysis, questionnaire survey and mathematics statistics. The paper design the questionnaire based on the SERVQUAL model after discussde the relevant theory of the service quality. The results showd that the customers is largely concerntrated in 18 to 40 years old, upper middle income levels, with high educational level group;Five dimensions of service quality and the overall service quality has a high degree of correlation;Customer for safety dimensions evaluation of the highest, and empathy dimensions minimum;The best of the specific indicators for evaluation is the employees wear, safety equipment and coaching expertise, the worst is the club's personalized service and individual care. Different gender, age, income and occupation sample's evaluation to overall quality has no significant difference,but the different educational level of the sample has significant difference.The main problems of the club is:firstly, the club failed to fully understand customer's expectations and the focus;secondly,the club staff's service awareness and service efficiency to be further improved;thirdly, the club failed to system manage the service quality,the ability of formulate reasonable standard needs to be furthe enhanced;at last, the club's personalized services hard to meet the membership requirements.The suggestion of improve service quality are:firstly, to understand customer expectations timely and guide customer expectations correctly;secondly,formulate reasonable standard of service quality according to the expectations, quantitative the criteria and carry out strictly;thirdly, improve the hiring and traning of staff mechanisms, enhance the staff s awareness of service and efficiency;at last, improve the level of personalized service and meet the needs of different members.