摘要
本文采用文献资料、因子分析、IPA分析等研究方法,以参加大型体育赛事活动的消费人群为评价主体,对我国100个大型商业体育赛事的服务质量进行调查。研究结果表明:在36项大型体育赛事的服务属性指标中,有14项赛事服务属性指标为大众赛事消费者参与大型体育赛事的期望型需求,赛事服务质量评价较好,应在后续赛事组织运行过程中继续保持并加强完善与创新;2项服务指标为大众赛事消费者参与大型体育赛事的兴奋型需求,赛事服务质量评价较高,但考虑大众赛事服务需求重要性低的特点,应进一步进行资源的合理配备;20项服务属性指标为大众赛事消费者参与赛事的基本需求,赛事服务质量较差,在后续的赛事组织与运行过程中,应进行重点改善。通过对我国大型体育赛事服务质量的实证分析,提出了增强我国大型体育赛事服务质量的改进与提升、保持与优化两大策略。
Using the methods of literature, factor analysis, and IPA analysis, this present paper takes consumers partieipating in large - scale sports events as the subjects to investigate the service quality of 100 large - scale commercial sports events in China. The results show that among the 36 service indicators of large - scale sports events, 14 indicators are related to consumers＇expectations, revealing that consumers＇ evaluation of service quality is positive, and should be maintained in the follow - up events ; 2 indicators are about consumers＇ excitement needs and their evaluation of service quality is high. Given the fact the importance of sports event service need is not high, the allocation of resources should be more rational; 20 indicators are related to consumers＇ basic needs, revealing that the service quality is poor, therefore, the organization and operation in the follow- up events should be improved. Based on this empirical analysis, two strategies, namely, improvement and upgrading, and maintenance and optimization, are put forward to strengthen the service quality of large - scale sports events in China.
作者
于萌
朱焱
王玮瑛
YU Meng;ZHU Yan;WANG Weiying(Northeast Normal University School of Physical Education,Changchun Jilin 130024;Institute of Higher Education,Dalian University of Technology,Dalian Liaoning 116024;Shenyang Physical Education Institute,Shenyang Liaoning 110032)
出处
《成都体育学院学报》
CSSCI
北大核心
2018年第4期35-41,共7页
Journal of Chengdu Sport University
关键词
大型体育赛事
服务质量
消费者满意度
IPA分析
large -scale sports events
service quality
consumer satisfaction
IPA analysis
