Construction And Empirical Research Of Evaluation Index System Of Community Public Sports Service Quality In Wuhan Based On SERVQUAL Mode

As an important part of basic public services,public sports services play a vital role in meeting people’s beautiful sports needs,and public sports services led by the government are not only related to the satisfaction of people’s sports needs,but also related to the further implementation of the "Healthy China" strategy and the "Sports Power" strategy.With the improvement of economic development level,in order to meet the diversified,personalized and high-end physical exercise needs of community residents,the government has increased the importance of community public sports services,and the forms of physical exercise are increasingly diverse,community morning and evening exercises,square sports,park sports are all over the city,and the area of community sports venues is increasing.However,as mentioned in the report of the 19 th National Congress of China’s society,the main contradiction has been transformed into "the contradiction between the people’s growing need for a better life and unbalanced and insufficient development",in public sports services,the reality presented is the contradiction between the growing sports needs of residents and the current lagging development of community public sports services,such as single content of public sports services,backward service skills,and chaotic service processes.Therefore,how to scientifically evaluate the quality level of community public sports services,scientifically evaluate the problems in public services,improve the selection index system and selection methods,put forward corresponding rectification countermeasures and suggestions,and promote the continuous development of community public sports services has become the top priority of current development.Taking the evaluation of community public sports service quality as the starting point,using literature method,interview method,questionnaire survey method,mathematical statistics method and other research methods,taking the SERVQUAL model theory as the theoretical basis,combined with the actual development of community public sports service quality,this paper constructs a community public sports service quality evaluation index system with 24 indicators including five dimensions of tangibility,responsiveness,empathy,guarantee and reliability from the perspective of customer expectation and perception.Taking Hongshan District of Wuhan City as the empirical object,5 streets and 11 communities were selected as sampling samples to objectively evaluate the quality of public sports services,and through the obtained service expectations and perception data,T test analysis was carried out to explore the specific causes of poor service quality,and improvement plans were proposed for the purpose of bridging the service quality gap.This study broadens the application scope of quality evaluation theory in theory,provides new ideas for the research of community public sports service quality evaluation,and can provide practical reference for improving the quality of community public sports service and promoting the development of community public sports service in practice.