健身俱乐部服务质量评价模型的开发与检验-2019年精选文档.docVIP

健身俱乐部服务质量评价模型的开发与检验 　　Development and verification of a fitness club service quality evaluation model 　　ZHOU Qiang1，LI Xiang-kun2 　　（1.Department of Physical Education，School of Education，Nanchang University，Nanchang 330031，China； 　　2.Graduate School of Management，Aichi Gakuin University，Aichi 4700195，Japan） 　　: Based on the SERVQUAL model method, coupled with the characteristics of the fitness industry, and basing the main purpose on developing a new fitness club service quality evaluation model, the authors established a hypothetic service quality model that is composed of such 5 dimensions as “workers”, “facilities and equipment”, “service items”, “safety” and “price setting” according to literature information, field examination and expert interview, then investigated the customers of 3 fitness clubs located in Shanghai and Guangdong, performed a confirmatory factor analysis on the hypothetic model by using 376 sample data acquired from the investigation, and revealed that the hypothetic model has a good fitting degree (GFI=0.89，AGFI=0.86, SRMR=0.04, RFI=0.90, TLI=0.94, CFI=0.94, RMSEA=0.06). Next, the authors improved the hypothetic model, and derived a model that is composed of 20 items in 5 dimensions (GFI=0.93, AGFI=0.90, SRMR=0.04, RFI=0.93, TLI=0.97, CFI=0.97, RMSEA=0.05), provided with sufficient credibility and validity. Moreover, the authors also probed into inspirations from related service quality researches and management practice as well as research topics in the future. 　　由于服务具有无形性、不可分离性、消灭性等特点，很难对其质量进行评价[1-2]。至今为止，还没有被一致认可的评价方法与模型[3]。其中，SERVQUAL模型在服务质量研究领域中起着重要的作用[2-5]。SERVQUAL是Parasuraman等[1]以银行、信用卡、证券交易、长途电话、修理等行业的顾客为对象，通过顾客消费后的实绩评价和消费前的期待之差来测定服务质量而开发的模型。该模型由有形性、可靠性、响应性、保证性、移情性等5维度22项目构成。Parasuraman等[1]指出SERVQUAL模型适宜于其他服务领域的质量评价。 　　SERVQUAL模型自问世以来，被应用于各服务行业的质量评价。在这些研究中，Carman[6]、Babakus and Boller[7]、Cronin and Taylor[8]等学者的研究结果都揭示了SERVQUAL模型的维度结构在不同行业表现出不稳定的特性。因此，学者们主张应根据行业的特征进行服务质量评价[3，6-7]。 　　在这样的研究背景下，体育服务领域的许多研究者尝试着在参考SERVQUAL模型的方法的