Evaluation And Analysis On Service Quality Of Large Fitness Clubs In Lanzhou

Since the 1980 s,the service industry has been developing rapidly,and it has been playing an increasingly important role in the national economy.With development of mass consumption and fitness awareness,Sports fitness industry has also been developing rapidly,Service quality has been paid more and more attention.Therefore,research on the service quality of fitness club has a strong practical significance.Study select service quality of large fitness clubs in the main city of Lanzhou,five larg e fitness clubs as the research object of this as the survey The main research methods are literature,interview,scale survey,mathematical statistics,comparative analysis,logical analysis an d so on.By the SERVQUAL scale,service quality was investigated of five large fitness clubs in Lanzhou.Results showed that the members of the survey group were mostly young people aged 18 to 35,Whose income level is in the middle class and well-educated.The five elements of service quality are highly correlated with the overall service quality.Members had the highest response and the lowest emotional input and physical facilities.Among these evaluation indicators,the best service experience is that the employee is friendly and courteous,can give priority to the members and the interior decoration design and service adapt to each other.The worst performance is the surrounding environment is quiet,environment friendly and the club employees know the members' real needs,can give individual care to the mem bers.Main problems of large fitness clubs in Lanzhou include:(1)Lack of understanding of me mbers needs and expectations,and the urgent need for emotional input;(2)The quality of service has not been fully recognized by the managers of fitness clubs;(3)The fitness club is blind in the management process and there is no corresponding management measure;(4)Failure to properly guide and manage members' expectations and needs,leading to a serious loss of membership;(5)The major fitness clubs in the main urban zone of Lanzhou generally have weak consciousness of service and lack of personalized service.Main suggestions for the large fitness clubs in the main urban area of Lanzhou:(1)Know the member's demand timely,guide the member's expectation correctly;(2)Improve staff recruitment and training mechanisms,and improve service awareness and efficiency;(3)Establish reasonable service standard mechanisms with members' expectations and strictly enforcing them;(4)Upgrade service levels to meet different membership needs.Conclusions as a result,the service quality of large fitness clubs are well service in Lanzhou,but to a certain degree,some of the managers of fitness clubs are take the fitness club as the lease place of the pitch and the fitness equipment,all the problems come from the manager's lack of understanding of the member's needs and the connotation of the service industry,so the service quality of the large fitness club in the main urban zone of Lanzhou has a broad prospect.