Study On The Service Quality Of Commercial Fitness Clubs In Shanghai

Since 1980 s, the rapid development of China’s service industry, in the national economy occupies an increasingly important position. Sports fitness industry also with the people’s consumption level and the rapid development of the concept of consumption, and the quality of its service has also been a wide range of concerns. Therefore, the research on the service quality of commercial fitness clubs has certain practical significance.This study takes the public comment network in Shanghai City, 58 commercial fitness clubs for two years(2014.12.31- 2013.1.1) of the 4424 review as the object of investigation. Using the method of literature,interview, content analysis, mathematical statistics and other research methods. In the theory discussion and comments on 4424 carries on the summary after the design of the evaluation index of the commercial fitness club service quality and encoding, 4424 comments on classification,statistical analysis. The statistical result shows, at present Shanghai Commercial Fitness Clubs more concentrated in the densely populated area,but the distribution in each administrative district was significant difference; kinds of fitness club, but large chain fitness club to monopolize the market; most fitness club take advantage of buy or experience card to attract consumers, but its integration and poor management. In addition, the current consumer in the choice of commercial fitness clubs will focus on the comprehensive quality of price clubs,fitness equipment of the number of species, club of space environment,the coaches, clubs and activities of personnel density, hardware facilities and course type quantity.Through the investigation, the Shanghai Commercial Fitness Club service quality exist the following problems: first, the clubs of the low quality of the staff; second, prominent club products price; third, club environment is poor, high density; fourth, course / single project, the homogenization of serious; fifth, service recovery is lagging behind;sixth, the administrative district of fitness club service quality significant problems; seventh, the fitness club between the problem of quality of service are different; the eighth, service quality problems presenting increasing trend.In view of the commercial fitness club service quality problems, this paper puts forward the following several main recommendations: first,make full use of third party review site, understand the physical needs of members; second, enhance communication and interaction between the fitness club and members; the third, and encourage members to published online comment; Fourth, to provide personalized products and services;fifth, improve the quality of staff, provides the high quality service;the sixth, strengthen hygiene management of fitness clubs, club facilities perfect space; the seventh, pay attention to complaints of themember, do a good job service recovery work;...