Construction And Empirical Study Of Evaluation Index System Of Volunteer Service Quality In Sports Events

With the development of various social activities such as the Olympic Games,World Expo and large-scale sports events,voluntary service has become an important symbol of the development of social civilization.On March 11,2021,the 13 th session of the National People’s Congress four conference voted by about the national economic and social development fourteenth five-year plan and 2035 vision outline resolution,outline clearly put forward the support and development of social work service agencies and volunteer service organizations,strengthen volunteer team,build more volunteer service platform,improve the volunteer service system.The General Administration of Sport issued the "14th Five-Year Plan for Sports Development," pointed out that it vigorously advocates the spirit of volunteer service,encourages the national fitness volunteer service to actively participate in the civilized practice of the new era,and builds a brand of national fitness volunteer service.In large-scale sports events,volunteers undertake event publicity,logistics support,relevant event information consultation,venue order maintenance,venue service,environmental sanitation,and award ceremony.Due to the particularity of large-scale sports events,the large scale,a large number of people and a large influence,which puts forward greater challenges and higher requirements for volunteer service.However,in the service process of sports event volunteers,influenced by various internal and external factors such as software and hardware,some problems often occur,which restricts the development of the quality level of sports event volunteer service.The number of sports volunteer service personnel is expanding,but the service quality needs to be improved.Based on this,The construction and empirical research on the evaluation index system of volunteer service quality of sports events,Comprehensive use of literature data method,expert interview method,field survey method,questionnaire survey and other methods,Combining the SERVQUAL service quality gap evaluation theory and the four-quadrant analysis theory,Construct the evaluation index system of sports event volunteer service quality,Using factor principal component analysis,four-quadrant analysis,evaluation index importance analysis,evaluation index gap analysis and other methods,An empirical analysis of the volunteer service quality of the 13 th Guangxi Student Games,According to the evaluation results,the promotion strategy for general improvement and key improvement is put forward.The study mainly drew the following conclusions:(1)The evaluation index system of volunteer service quality of sports events can make scientific and accurate evaluation of volunteer volunteers,and show good reliability,validity and high fit.This study cited the improved SERVQUAL service quality model,combined with the actual situation of sports volunteer service,through two rounds of delphi method experts,modification and supplement,using exploratory factor analysis test items,a total of six dimensions,13 secondary index,39 specific index evaluation index system,can make quantitative to the sports volunteer service quality,scientific evaluation.(2)There is more room for improving the service quality of sports event volunteers.Through empirical analysis,the comprehensive score of volunteer service quality in the 13 th Guangxi Student Games is 4.09,among which the expectation value assurance(4.55)is the highest,the expectation score of safety(4.49),the perceived value reliability(4.17)is the highest,and the safety(3.99)is the lowest.Among the perceived service expectation gap,the security(0.50)dimension perceived service expectation gap is the largest,and the reliability(0.36)dimension perceived service expectation gap is the smallest.(3)By using multiple gradual regression analysis method,the weight of dimension,secondary index and specific index of sports event volunteer service quality index system is established.Among the weight importance of each dimension,reliability(0.174)has the highest proportion,and tangible(0.149)is the lowest proportion.(4)The volunteer service quality of the 13 th Guangxi Student Games mainly uses the four-quadrant analysis method and the perception service gap analysis method.Among them,the service indicators of four-quadrant analysis are mainly distributed in the key improvement areas and general improvement areas.In the analysis results,there are 6 key improvement indicators and 13 general improvement indicators,focusing on the safety and tangible dimensions.In the perceived service expectation gap analysis,there are 4 key improvement indicators and 10 general improvement indicators,also focusing on the safety and tangible dimensions.Based on the above empirical conclusions,combined with the actual situation of sports event volunteer service,the targeted improvement strategies,based on the four-quadrant analysis and the perceived service expectation gap,are proposed to promote the overall improvement of the service quality of sports event volunteers.