体育与科学
體育與科學
체육여과학
SPORTS & SCIENCE
2014年
2期
78-82
,共5页
健身俱乐部%顾客满意度%影响因素
健身俱樂部%顧客滿意度%影響因素
건신구악부%고객만의도%영향인소
fitness clubs%customer-satisfaction%influence factors
高顾客满意度是健身俱乐部生存和发展的保障。本文运用文献资料、问卷调查、数理统计等方法,在中国服务行业顾客满意度指数模型的基础上对江苏省健身俱乐部顾客满意度进行了研究。研究认为当前江苏省健身俱乐部急需提高顾客满意度;感知质量是影响江苏省健身俱乐部顾客满意度的重要因素,应进一步提升工作人员的服务态度、教练员的技术水平和运动器材质量;当前应提升品牌形象来提高顾客满意度;目前预期质量已经对江苏省健身俱乐部的顾客满意度产生了负影响。
高顧客滿意度是健身俱樂部生存和髮展的保障。本文運用文獻資料、問捲調查、數理統計等方法,在中國服務行業顧客滿意度指數模型的基礎上對江囌省健身俱樂部顧客滿意度進行瞭研究。研究認為噹前江囌省健身俱樂部急需提高顧客滿意度;感知質量是影響江囌省健身俱樂部顧客滿意度的重要因素,應進一步提升工作人員的服務態度、教練員的技術水平和運動器材質量;噹前應提升品牌形象來提高顧客滿意度;目前預期質量已經對江囌省健身俱樂部的顧客滿意度產生瞭負影響。
고고객만의도시건신구악부생존화발전적보장。본문운용문헌자료、문권조사、수리통계등방법,재중국복무행업고객만의도지수모형적기출상대강소성건신구악부고객만의도진행료연구。연구인위당전강소성건신구악부급수제고고객만의도;감지질량시영향강소성건신구악부고객만의도적중요인소,응진일보제승공작인원적복무태도、교련원적기술수평화운동기재질량;당전응제승품패형상래제고고객만의도;목전예기질량이경대강소성건신구악부적고객만의도산생료부영향。
High customer-satisfaction guarantees fitness clubs to survive and develop .By the literatures ,questionnaire and mathe-matical statistics ,the customer satisfaction in fitness clubs of Jiangsu province was researched ,based on the China Service Industry Customer Satisfaction Index model .It proposed that at present the customer satisfaction should be improved urgendly ;the perceived quality had a significant influence on customer satisfaction ,in which Staff's service attitude ,the technical level of the coaches and e-quipment quality were the crucial factors ;Brand image should be added to improve customer satisfaction ;and the expected quality has put a negative effect on it .