Research On The Service Quality Of The Sports Lottery Institutions In Hubei Province

The public welfare funds raised by the issuance of sports lottery are mainly used in the development of sports in China.Meanwhile,raising public funds also plays an active role in promoting social stability and development.Sports lottery sales outlets are the core of lottery sales,and also the bridge between lottery and sports lottery institutions.Sports lottery institutions provide quality service to the outlets,which can enhance the satisfaction of the outlets to improve the sales of lottery tickets.National sports lottery sales totaled 188.15 billion yuan,creating a record high in 2016.In recent years,Hubei sports lottery has achieved leapfrog development in seeking improve in stability,and its operation and management level has been greatly improved too.The author in this article has carried on the empirical research on the service quality of sports lottery institutions in Hubei province,in the reality and expectation of the lottery branch as a starting point,used the scientific method to build evaluation system on the service quality of sports lottery institutions in Hubei province,and expected through improving the service quality of the sports lottery institutions to improve the sports lottery sales in Hubei province.Firstly,by consulting a large number of literatures,defined the connotation of sports lottery institutions and service quality,and analyzed the status of the research.Secondly,by using the method of documentary and expert interview,developed suitable model for the research on service quality of sports lottery institutions in Hubei province and the SERVPERF scale which contains 19 indexes;And by using the reliability and validity test,and the interactive test,verified the validity and reliability of the evaluation model and SERVPERF scale,so to provide a suitable tool for the evaluation on service quality of sports lottery institutions.Then,analyzed the status of the service quality of sports lottery institutions in Hubei province,and got the overall service quality of the sports lottery institutions in Hubei province was rated as 4.481.Through the analysis of the value function,showing the three indexes of the response dimension of the sports lottery institutions in Hubei province should be strengthened.Through the analysis of the action chart,showing the four quadrants of the service quality index of sports lottery institutions in Hubei province were analyzed,and the corresponding improvement strategies were put forward for the different quadrants.Finally,based on the analysis of the value function of the service quality of sports lottery institutions in Hubei province and the analysis results of dynamic graphs,a targeted strategy was put forward.In addition,carry out the expectation management strategy on the sports lottery agency and strengthen demand management strategy on them,to predict,discern and understand,classify the demand for network services and meet the needs of network.These strategies can not only further improve the overall quality of the service quality of sports lottery institutions in Hubei province,but also provide references for the improvement of service quality of national sports lottery institutions.