Research On Service Quality And Consumer Satisfaction Of Xiamen Swimming Training Institution

This master’s thesis in Xiamen City service quality of swimming training institutions and consumer satisfaction as the research object,with 10 swimming training institutions in Xiamen City,using the literature method,questionnaire method,interview method,mathematical statistics and field survey method,to study the relationship between service quality and consumer satisfaction.Based on the PZB model as the theory,the swimming training service quality scale combines the characteristics of swimming,the principle of "safety first",and the documents of the swimming venue management.This thesis aims to understand the current status of service quality of swimming training institutions,explore the relationship between service quality and consumer satisfaction,and provide targeted suggestions for the institutions to improve service quality of swimming training institutions,so as to promote the development of swimming training industry in Xiamen.The following conclusions are drawn from the study.(1)The managers of Xiamen Swimming Training Institution are mainly men aged 31-40,with a high cultural degree,mainly with sports major,with a management life of 5-10 years.The coaches mainly have a bachelor’s degree in sports aged men,21-30 years old,most of whom are part-time jobs and have the primary instructor certificate,and most of the teaching years are less than 5 years.Consumers ’ family income is high,and the consumption motivation is mainly the motivation of strengthening physical fitness and fitness.The factors of choosing institutions are mainly acquaintance recommendation and teaching level,and the factors participating in the training are busy study,companions and weather.(2)The expectation value and feeling value of the service quality of Xiamen swimming training institution were studied by the paired sample T test,and the difference between the expectation value of the service quality and the perception value was significant.Among the 5 dimensions and their 25 indicators,there is a large gap between the expectation value and the actual feeling value,among which the index with the largest difference between the expectation value and the actual feeling value is the empathy index 5,and the dimension with the largest difference is the reliability dimension.(3)The Pearson correlation coefficient is adopted to study the relationship between service quality and consumer satisfaction of Xiamen swimming training institutions,and conclude that the overall service quality and service quality are significantly and positively related to consumer satisfaction.In the regression analysis,the "tangible" independent variable is the most predictive of consumption satisfaction among the five dimensions of service quality.(4)The Pearson correlation coefficient was adopted to study the service quality and consumer satisfaction among 10 swimming training institutions in Xiamen,and concluded that the overall service quality of each swimming training institution was significantly and positively correlated to consumer satisfaction.By comparing the expectations,feelings,overall service quality and consumer satisfaction of the 10 swimming training institutions,the three swimming training institutions: Swimming Swimming Club and Jinwan Swimming Pool are mainly in water quality,teaching experience,teaching methods,teaching commitment and teaching atmosphere.