Study On Service Quality Of Public Stadiums And Gymnasiums In Capital Functional Core Area

With increasing economic development,residents and raising the quality of life to the pursuit of making public health problems of their own attention gradually enhanced,the researchers through consulting relevant literature,found widely on the study of public sports venues in our country,but there are relatively few public sports service quality research,lack of perfect theoretical and empirical model So this article introducing servqual service quality theory,from the perspective of the mass quality evaluation,explore and research the capital function core area of public sports service quality,to improve the quality of service the public gyms and stadiums,meet the exercise needs of residents,and to service quality improvement and improve the public gyms and stadiums in China to provide some basis and the suggestion.By using literature method,questionnaire method,analytic hierarchy process and comparative analysis method,the data collection and analysis,with the aid of SERVQUAL model of service quality as the foundation,established the capital function core area of public sports venues service quality evaluation indexes,through the analytic hierarchy process to establish the capital function core area public sports venues evaluation index weight,use fuzzy comprehensive evaluation on quality of service the public gyms and stadiums were analyzed,and find the influence factors of quality of service the public gyms and stadiums,and carries on the analysis,the following conclusions:(1)the evaluation system for the service quality of public sports venues in the functional core area of the capital includes 6 first-level indicators,including tangible,reliability,responsiveness,assurance,empathy and convenience,and 27 measurable second-level indicators.(2)ahp was used to determine the weight of each indicator.There were differences among the weight of each indicator,ranging from high to reliability,convenience,responsiveness,assurance,tangibility and empathy.(3)the use of fuzzy comprehensive evaluation on the capital function core service quality evaluation of the public gyms and stadiums found exercisers on the capital function core level of public sports service quality perception significantly below expectations,exercisers expectations are relatively reasonable and by paired samples T test shows that exercisers in various dimensions and the overall expectation and perception are extremely significant differences,exercisers perception and hope there is a big gap.(4)the expected value and perceived value of the service quality dimension of publicstadiums and gymnasiums in the capital functional core area are different from each other.Expectations are higher than that of perception,difficult to meet the needs of exercisers,for the reliability of the difference between the highest and lowest differences for empathising,other indicators from high to low in turn for responsiveness,assurance and convenience,tangibility,therefore the capital function core area in the public gyms and stadiums to improve service quality on the basis of the indicators,the key work on the improvement of reliability dimension.(5)Residents' urgency to improve the service quality of public sports venues can be divided into four quadrants: the fourth quadrant,the second quadrant,the third quadrant and the first quadrant.Therefore,based on the overall improvement of service quality,stadium management focuses on the improvement of service quality of the fourth quadrant and the second quadrant,so as to meet the needs of exercisers for public sports venues.Accordingly,the following Suggestions are proposed to improve the service quality of public sports venues:1.Updated the supporting facilities of the venues and planned the layout of facilities reasonably;2.Establish an information feedback mechanism to properly handle complaints;3.Improve service response speed and establish information feedback channels;4.Established the staff training system and implemented the assessment and elimination mechanism;5.Build exercisers' consumption files and strengthen interaction with exercisers;6.Pay attention to intelligent design of venues and open convenient Internet services.