Satisfaction With The Quality Of After-School Delayed Physical Education Services For Chongqing Primary School Students Based On The SERVQUAL-IPA Model

The "Double Reduction" policy for reducing the burden of homework and extracurricular training for students in compulsory education was implemented in2021,and the issuance of the "Notice on Improving the After-school Physical Education Services in Schools to Promote the Healthy Growth of Primary and Secondary School Students" highlights the important role of physical activities as an important carrier of after-school services.According to the guidelines,Chongqing actively responded to the action and carried out various forms of after-school services,with 3.034 million students participating in them.The quality of after-school delayed physical education services is related to the effectiveness of school education,and the primary school stage is the foundation and key stage for cultivating interest in sports.Therefore,it is necessary to study the quality of after-school delayed physical education services for primary school students.This study is based on the SERVQUAL model and the IPA quadrant diagram.It investigates the satisfaction of students and parents from 7 primary schools in the main urban area of Chongqing with the quality of after-school delayed physical education services.The study aims to help the government and schools understand the reasonable needs of students and parents for services in a timely manner,determine the starting point and focus of service quality improvement,and achieve high-quality development of after-school physical education services in schools.At the same time,it provides a reference basis for improving the satisfaction measurement indicators of after-school delayed physical education services.This study uses literature review,interview,expert consultation,questionnaire survey,and mathematical statistics to investigate the satisfaction of after-school delayed physical education services in Chongqing.The specific content includes:(1)establishing a satisfaction index for after-school delayed physical education services based on the SERVQUAL model;(2)analyzing the gap between parents’ expectations and perceptions of the quality of after-school delayed physical education services;(3)analyzing the gap between students’ expectations and perceptions of the quality of after-school delayed physical education services;and(4)using the IPA quadrant diagram to conduct regional analysis of various problem measurement indicators,aiming to intuitively reflect the aspects of service that need priority improvement and propose targeted optimization strategies.The research conclusions are as follows:(1)The satisfaction scale for after-school delayed physical education services includes six dimensions of tangibility,reliability,responsiveness,assurance,empathy,and safety,as well as 23 indicators such as site supply,hardware equipment,and service implementation.Based on the results of literature research and reliability and validity tests,the SERVQUAL model is found to be applicable to after-school delayed physical education services.(2)The gap between parents’ expectations and perceptions of the quality of after-school delayed physical education services is negative,indicating that various indicators have not met the needs of parents.(3)The gap between students’ expectations and perceptions of the quality of after-school delayed physical education services is negative,indicating that the quality of service has not met the expectations of students.(4)According to the results of sample difference analysis of parents,there is no significant difference in the six dimensions between parents of different genders and ages.For different grades of students,the satisfaction of parents of higher grades is higher than that of parents of middle and lower grades in the dimensions of tangibility,reliability,responsiveness,and assurance;and in the dimensions of empathy and safety,the satisfaction of parents of higher grades is greater than that of parents of middle and lower grades.(5)According to the results of the sample difference analysis of students,there were no significant differences in six dimensions of students of different genders.There was a significant difference between grade 4 students than that of grade 5students in the guarantee dimension.The more students who participated in after-school extended sports services per week,the higher the student satisfaction show.(6)According to the IPA quadrant diagram,the satisfaction degree of parents was analyzed.The first quadrant included service content,teacher guidance,management system,service charge,service attitude,safety management system,environmental safety,scientific teaching,medical team and other indicators.The second quadrant includes two indicators;teaching effect and safety accident emergency mechanism;the third quadrant includes site supply,service implementation,supervision and evaluation,resource coordination,personalized service,service time,communication and other indicators;the fourth quadrant includes hardware equipment,teaching effect,school feedback,government response,teacher construction and other indicators.(7)According to the IPA quadrant analysis of student satisfaction,the first quadrant includes indicators such as venue supply,service content,teaching effectiveness,teacher development,service attitude,environmental safety,and scientific teaching;the second quadrant includes teacher guidance and school feedback;the third quadrant includes supervision and evaluation,school response,resource allocation,personalized services,service time,communication and exchange;the fourth quadrant includes hardware equipment,service implementation,and medical teams.Suggestions:(1)Improve the infrastructure and expand sports activity space to enhance tangible services;(2)Transform the school’s educational concepts,improve the supervision and evaluation mechanism,and enhance reliable services;(3)Build an information communication platform,smooth feedback channels,and improve responsiveness services;(4)Strengthen the diversification of the teaching staff,coordinate and integrate sports resources,and improve security services;(5)Explore students’ individual needs,allocate service time reasonably,and improve emotional services;(6)Improve the professional level of the medical team,ensure student sports safety,and improve safety services.