The Evaluation On The Service Quality Of The Public Service In Large-scale Stadiums In Shanghai

Recently, the government and the society attaches great importance to the public sports service. The residents demand for fitness is increasing. However, the ability of public sports service in large sports stadiums have to be improved. In 2013,the eight ministries and commissions under the State Council carried out on the strengthening of large stadium operations management reform and innovation to improve the level of public service views. In 2014, the State Council carried out the No. 46 file to accelerate the development of the sports industry and promote the sports consumption. However, it is unknown for the low-cost and free stadium fee to the residents.From the perspective of people who enjoy free charge and public service in Shanghai large stadiums, this study research on the service quality of the public service in Shanghai large stadiums. Through the literature material method,interview method, questionnaire survey method, mathematical statistics and other research methods, this study concluded the results of the current public service quality of the large stadiums in Shanghai. It is found that there are some problems in the public service of the large stadiums. This paper put forward the countermeasures and suggestions to improve the service quality of the large-scale stadiums. This study will further enrich the theory of public sports services and make up for the lack of service quality in related research of large stadiums and public service. It also explore the new methods of service quality evaluation of large-scale stadiums and public service, and to provide reference for the improvement of service quality of large stadiums and public service.The main conclusions of this study are as follows:Firstly, the residents expectations of large stadiums and public service quality of the opening hours is high. Residents have the highest expectations of the quality of service for the public service in large stadiums, followed by the expectations of reliability and responsiveness, the expectation of empathy, and the guarantee of the expectations.Secondly, the residents overall practical experience of large stadiums and public service quality was significantly lower than the expected value, the actual value of the five dimensions were lower than the corresponding expectations. The value of the actual feeling is relatively high tangible feelings, followed by the protection of the feelings, the response of the feeling, the reliability of the feeling, the feeling of empathy.Third, the residents expectation value for the public open time service quality in large stadiums is greater than the actual experience value, indicating that the overall evaluation is poor. The dimension of the largest gap between is the reliability,followed by the response, guarantee, tied for tangibility and empathy.This study for the above conclusions proposed the suggestions from the government, venues, and residents. Proposals for the government include the expansion of the scope of the venue, the reform of the stadium performance pay. The proposal of the venue, including transform the venues and equipment facilities,understand and solve the demands of residents, improve the level of the staff’s business, increase public interest in opening hours.The proposal for the residents is to actively participate in public service venues.