CAJ | 학술논문

为构建我国商业体育俱乐部服务质量指数理论模型,基于Kim＆Kim的QUESC模型和Yong＆Donna的SSQRS服务质量理论模型,从环境质量、课程质量、服务质量和效果质量4个维度建立了针对我国的商业体育俱乐部服务质量指标体系。在指标权重确定过程中,通过采用改进的层次分析法克服了层次分析法中对专家意见简单平均计算的不足;考虑到根据专家个人的声望、权威性等因素人为确定的专家个体权重向量不客观、难以操作的弊端,通过采用聚类分析的方法科学合理地确定了各指标的权重。最后采用模糊理论进行综合评价,并进行实例分析,构建了我国商业体育俱乐部服务质量指数理论模型。
위구건아국상업체육구악부복무질량지수이론모형,기우Kim＆Kim적QUESC모형화Yong＆Donna적SSQRS복무질량이론모형,종배경질량、과정질량、복무질량화효과질량4개유도건립료침대아국적상업체육구악부복무질량지표체계。재지표권중학정과정중,통과채용개진적층차분석법극복료층차분석법중대전가의견간단평균계산적불족;고필도근거전가개인적성망、권위성등인소인위학정적전가개체권중향량불객관、난이조작적폐단,통과채용취류분석적방법과학합리지학정료각지표적권중。최후채용모호이론진행종합평개,병진행실례분석,구건료아국상업체육구악부복무질량지수이론모형。
In order to build a service quality index theory model for commercial sports club in China,this paper,based on Kim's model of QUESC and Yong Donna's service quality index theory model of SSQRS,establishes a system of service quality index for commercial sports club in China in the aspects of the environment quality,curriculum quality,service quality and the effect quality.In the process of the identification of indicator weight,this paper adopts a modified Analytic Hierarchy Process and avoids the AHP's problem of shortage in professors' opinion on simply average calculation.In view of the disadvantage of man-made expert's individual weight vector which is not objective and hard to operate caused by the factors in professor's personal reputation and authority,the paper adopts the way of cluster analysis to make indicator weight scientifically and reasonably.Finally the paper constructs a service quality index theory model for commercial sports club in China by adopting the fuzzy theory to give the comprehensive evaluation and analyzing the practical examples.