Qos Management Of Sports Events Based On Audience Perception Research

Today, sporting events appear frequently in real life, and the occupation proportion of leisure life is increasing day by day. It meets the recreational needs of the people, not just that, events with far-reaching effect on society play an increasingly role in today's society. The needs of audience in service economic times constantly change and develop. In this dynamic process, a clearer understanding of what the audience needs and improving race service quality to meet the audience must be taken into by event operation management. These questions will inevitably become a key competitive win.In this thesis, I analysis and research service quality management from the perspective of the audience perception according to literature, logical analysis, interviews. According to the theory of the service quality, on the base of service quality concept and content, customer expectations, and customer satisfaction, I combine with the actual situation in the field of event services, build on the audience perception of service quality management system about sporting events, and explore strategies that will improve their quality of service and reach the following conclusions:First, a sports event as a service industry, in a sense, the level and quality of audience service is an important factor affecting competition. At present, china will soon enter the age of leisure times; the trend of leisure sports is increasing. Event managers should be closely linked to characteristics of the times, dynamic understanding expectations of audience to upgrade the service quality with multiplier effect.Second, specialty of sports service determines the particularity of the service quality elements. The quality of match service is the unities of technical quality and functional quality, which is an organic whole, mutual influence and interact. But the role of the two is not the same; they may be regarded as similar to the Herzberg two-factor theory "health factors" and "incentive" to manage.Third, the audience perceived service quality of race events is the contrast of expected service quality and service quality of actual experience. when the audience perception of service beyond the expectations of sports events, the audience are pleasantly surprised on the service; if the events of the services provide audience expectations, the audience can accept the service, more satisfied; the contrary, if the services provide don't meet expected levels and the audience think the quality of service is poor, the service is unacceptable. Viewers perceive the service quality is formed with various factors. The level of audience demand, event marketing communication, word of mouth, the image of the event, past experience and so on.Fourth, at present, the overall level of hardware facilities about sports events continuously improve, but the overall level of service of some events still have space to improve. The gap between audience expectations and the actual value could be further reduced. The gap can be analyzed and managed from the following five aspects: management perception gaps, quality standards gaps, service delivery gaps, market communication gap and the perceived service quality gap.Fifth, the audience percept service quality sports events management system, including three aspects of design, control and evaluation. They are interrelated, mutual reinforcing, and indispensible. To improve the quality of service event must understand the audience perceived service quality management system events, starting with the whole in order to fully promote the event to enhance the quality of service.Sixth, to enhance the quality of service sporting events, we must eliminate all the gaps between expectations and the perception. To strengthen event management and enhance audience perception of service quality, we should set up overall service quality concept, strengthen the management of event staff; strengthen management of audience expectations and behavior guidance, and key event management services. At the same time, we must also pay attention to service recovery and reasonable mistakes use.