Study On The Field Service Quality Of The Shanghai Division Of China Basketball Association From The View Of Audience

The Nineteenth National Congress of the CPC pointed out that physical education is not only a physical exercise,but also a way of life,an educational means and a spiritual carrier.It is an effective way to cultivate a healthy body,shape a sound personality and promote the all-round development of human beings.In recent years,with the continuous growth of China's gross national product,people's demands for physical and mental health have also increased.As an important carrier of promoting people's physical and mental health,sports industry has attracted increasing attention.As an important part of sports industry,sports competition performance industry has attracted more and more attention of sports fans because of its entertainment and leisure characteristics.China Men's Basketball Professional League(hereinafter referred to as "CBA League")has attracted more and more basketball fans in recent years because of its large audience,wide geographical distribution and high market recognition.Due to the late start of commercialization of CBA League matches,the restriction of factors such as unclear property rights relationship and unresolved entity of associations,the professionalization of Chinese basketball is still in a relatively low stage.However,with the increasing demand for watching sports events,the pursuit of experience and quality of watching games is becoming more and more intense,and the quality of service in the stadium is being pursued.However,there are still some problems,such as low level of competition content,inadequate venues and hardware facilities,and weak professionalism of venue service personnel.The service quality of China Men's Basketball Professional League needs to be further improved.From the point of view of customer perception of the service quality of the competition venue,this paper takes the service quality of CBA Shanghai competition area as the research object.By using the methods of literature analysis,questionnaire survey and mathematical statistics,this paper aims to explore the problems and causes of service quality in CBA tournament,and put forward corresponding countermeasures to improve the service quality of CBA tournament area in Shanghai,so as to provide reference for improving the service quality of CBA tournament area.The final conclusions of this study are as follows:1.The audience's perception of the quality of service on the field is the contrast between the audience's expectation of the quality of service on the spot and the actual perception.The bigger the difference between expectation and actual perception,the higher the service quality.On the contrary,the bigger the difference between expectation and actual perception,the lower the service quality and the lower the satisfaction of the audience.2.There are significant differences between the expectations of perceived service quality of audiences and the expectations of managers,and the actual perceived service quality of audiences is inadequate.The League Managers and club managers should strengthen the management of audience expectations,deepen the actual perception and experience of the audience,establish a unified service quality standard,make the managers fully understand the expectations of the audience,guide the audience to form reasonable expectations and deepen the perception of the actual service quality of thestadium.It is an effective way to solve the low satisfaction of the audience to the league and poor perception of the service quality of the stadium.?3.The hardware and facilities of the venue service,the magnificence of the contest content and the professional management personnel of the venue service are also important components that affect the audience's perception of the quality of the venue service.Establishing efficient communication and supervision mechanism,rational allocation of various service resources,timely and full understanding of audience demands,unification of league service quality standards,cultivation of professional service managers,formulation of risk prevention and crisis public relations are important ways to enhance the excitement of the tournament.