Empirical Study On The Customers Satisfaction Of Beijing Tennis Clubs From The Perspective Of Service

More and more people start to play tennis as Li Na wins French Open Championship and these results have had big influences on the tennis industry of China. The increasing number of the tennis clubs and the tennis players has lead to the development of tennis industry. Besides good facilities in the tennis clubs of Beijing, more and more consumers have begun to care about the quality of service. Although there is a large amount of tennis stadiums run in Beijing but most of them are running without service quality evaluation or even, its theoretical support and they are still growing slowly if they conipare with the sports clubs in the western countries.For reasons mentioned above, this study is based on the evaluation of the service quality and focuses on multiple fancy tennis stadiums in Beijing as a research target by using the documentary, survey, interview, site observation and mathematical statistics methods to analysis the standard of the tennis stadium customer service satisfaction, build up the business tennis stadium customer service evaluation system and develop the research on the tennis stadium customer service satisfaction index. After investigate and analyses the result, it can figure out the problem which exist in the tennis stadium hence giving out the solution. It is hope that this study can identify the problems which exist in service quality and customer satisfaction of current tennis stadiums hence giving out solution. As the basis of improving customers’satisfaction, we can improve the social and economical benefits of tennis clubs.There are a few results through these studies:1. Customers satisfaction is divided into four dimensions for evaluation, respectively for the coaches, basic facilities, services, supporting facilities;2. The analysis shows that the main reason which may cause the evaluation of customers satisfaction is good quality service;3. After the analysis on the evaluation of the four different reason of customer satisfactions service, it shows the mean value of the facilities and services are much more lower if compare to the others reason, which means customer has higher demand from this two reason than others and the club should increase their quality base on the customer needs;4. To analysis of the second-class on the four testing dimensions. We can found that, the low-scoring are methods of teaching and fees of coaching on coaches dimension. On the facilities dimension, the low-scoring are the charges of courts, numbers of courts and the products of waiting area. On the supporting facilities dimension, the low-scoring is waiting area. On services dimension, the low-scoring are comprehensive services, deal with the special needs of members effectively, to improve the personalized service;5. As the result of using significance analysis to evaluate between customer satisfactions and the four testing dimensions, we can easily found that, in addition to a gender, the other three did not reach significant differences.In order to increase the customers’ satisfaction, there are a few suggestions for the tennis clubs in Beijing:1. Completely increase the quality services and facilities according to the customer comment; decrease the loss of customer;2. Upgrade the equipment in the lounges in order to provide high quality and comfortable services. Set the price reasonable and take advantages in distribute the space in the club according to the different situation;3. The female customer is much more focus on the quality of customer service and the female customer has great value of develop potential;4. The evaluation of the customer satisfaction is needed and it is a recycle process, the club should repeat this process regularly.