| With the rapid economic and social development,Chinese national strength is increasing day by day,and the people's spiritual and material lives are constantly enriched.Under the background of healthy China,more and more people choose to improve their physical fitness through sports and fitness.The 2022 Winter Olympics will be held in China,and the vigorous development of the ski industry has provided more choices and possibilities for the national winter sports.Considering the huge population base of our country,the demand for ski sports consumption has surged.However,the quality of the service of ski resorts in China has frequently encountered problems,which has become a key factor restricting the long-term development of ski resorts.It affects the skiing consumption experience and the promotion and sustainable development of skiing sports in our country.It is very important to build a ski resort service quality evaluation index system to accurately measure the ski resort service quality level and provide a scientific basis for its improvement.This article takes the ski resort service quality evaluation index system as the research object,explores the service quality theory and SERVQUAL service quality evaluation model as the theoretical basis,and through the application verification of the ski resort consumer test in Shenyang,the following conclusions are obtained:1.The ski resort service quality evaluation index system are gradually constructed through the use of literature review method and expert survey method and it has good reliability and validity.The application verification results of the ski resort consumers in Shenyang also prove that it can effectively evaluate the service quality of ski resort reasonably and has good operability and applicability.2.Through the use of analytic hierarchy process,the six-dimensional weight values of the ski resort service quality evaluation index system are obtained: tangibility(0.1844),reliability(0.1631),responsiveness(0.0834),guarantee(0.2001),empathy(0.0724),security(0.2966).3.The analysis of the results of the 300 effective samples of consumers selected shows that there is no significant difference for the consumers of different genders and different educational backgrounds in service quality evaluation of the ski resort in Shenyang.The consumers of different ages and incomes have significant differences in the evaluation results.4.The selected 300 consumers applied the ski resort service quality evaluation index systemto evaluate and score the ski resorts in Shenyang City.The fuzzy comprehensive evaluation results are ranked in order of safety(4.010),followed by guarantee(4.006),tangibility(3.985),Reliability(3.974),responsiveness(3.923)and empathy(2.829).5.The results show that no matter from the perspective of hardware services such as infrastructure and soft services such as professionalism of the staff,taking the ski resort in Shenyang as an example,it still has common problems,especially at the level of service empathy and service response.It ignores the consumers' personalized emotional needs.Based on the above conclusions,the following suggestions are made:1.The ski resort service quality evaluation index system should be widely used to detect and supervise the domestic ski resort service quality.2.The ski resort should continuously strengthen ski resort safety service guarantee and management,and perfect the details.3.Ski resorts should properly optimize human capital investment,strengthen staff training,and pay attention to consumers' emotional experience.4.For the long-term development of ski resorts,the comprehensive and steady improvement of ski resort service quality should be fully considered?... |
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