CAJ | 학술논문

以实地考察和内容分析等为主要研究方法，对健身会所服务质量评价指标体系问题进行了研究。在文献分析的基础上，对上海市152所健身会所的服务质量状况进行了调查，在充分考虑消费者需求变化和行业竞争要素的扩展性规律的基础上，对上海市商业健身会所门店的6252条消费者服务体验的评价进行内容分析。通过层次分析法，确定各指标的权重，构建了商业健身会所服务质量评价指标体系。结合实证分析，研究认为除了以往文献中经常提到的服务项目、服务人员、服务环境、服务设施、安全保障及其所包含的内容发生变化以外，会所提供的时间保障服务、补救服务亦是目前阶段消费者评价会所服务质量的关键指标。充分把握消费者对商业健身会所服务质量的感知和预期，自觉培养和开发具有独特优势的竞争因素并提高各组成部分的质量，是商业健身会所实现有序竞争与合作、共同提高行业服务质量的基础。
이실지고찰화내용분석등위주요연구방법，대건신회소복무질량평개지표체계문제진행료연구。재문헌분석적기출상，대상해시152소건신회소적복무질량상황진행료조사，재충분고필소비자수구변화화행업경쟁요소적확전성규률적기출상，대상해시상업건신회소문점적6252조소비자복무체험적평개진행내용분석。통과층차분석법，학정각지표적권중，구건료상업건신회소복무질량평개지표체계。결합실증분석，연구인위제료이왕문헌중경상제도적복무항목、복무인원、복무배경、복무설시、안전보장급기소포함적내용발생변화이외，회소제공적시간보장복무、보구복무역시목전계단소비자평개회소복무질량적관건지표。충분파악소비자대상업건신회소복무질량적감지화예기，자각배양화개발구유독특우세적경쟁인소병제고각조성부분적질량，시상업건신회소실현유서경쟁여합작、공동제고행업복무질량적기출。
The present study examined issues concerning the evaluation index system of service quality of commer-cial fitness clubs,using field investigation and content analysis. We investigated 152 clubs,and after fully consider-ing the scaling law of changes in consumer demand and industry competition elements,conducted a content analysis of 6252 customer evaluations of their service experience in 152 fitness club outlets in Shanghai. Based on AHP,we constructed the Evaluation Index System for Commercial Fitness Clubs. Certain indices that are often mentioned in the literature,including service personnel,service environment,service facilities and security,have undergone chan-ges. Besides, the time guarantee service and remediation service are also deemed important indicators of service quality. Giving full consideration to service quality and expectations of consumers,and consciously cultivating unique competitive factors and raising their qualities is the foundation on which commercial fitness clubs can compete and cooperate and improve their service standards.