| Since 2013,when the State General Administration of Sports and other departments proposed to "build a multi-effective sports complex",the Central Ministries,the State General Administration of Sports and local governments have attached great importance to the development of sports service complexes and issued relevant policies and documents one after another.Jiangsu Province,as the first demonstration area for sports service complexes in China,has identified four batches of 63 sports service complexes since 2018.Among them,embedded sports service complexes in commercial centers are representative sports service complexes.It is characterized by the closest to the urban residents’ sports and fitness market demand,less influence by government funding,and strong profitability.Therefore,it is popular among investment enterprises and consumers,but there are also problems in its operation such as chaotic operation and management,low quality of service and low professionalism.Therefore,constructing a service quality evaluation system for embedded sports service complexes in commercial centers can not only evaluate their service quality,discover their problems and provide directions for improving their service quality,but also provide references for the development of commercial sports service complexes in other regions.This paper uses field survey method,questionnaire survey method and expert consultation method to elaborate on service quality,sports service complex,customer satisfaction theory and SERVQUAL model and other related theories to summarize the dimensions and indicators affecting commercial-type sports complexes.Based on the actual development of embedded sports service complexes in commercial centers in Jiangsu Province,the service quality evaluation index system of embedded sports service complexes in commercial centers in Jiangsu Province with five dimensions of tangibility,reliability,responsiveness,certainty and care and 20 indicators is constructed.The weights of each dimension and indicator were determined by calculation to obtain the final service quality evaluation model of embedded sports service complexes in commercial centers in Jiangsu Province.Finally,this paper uses the SERVPERF service quality evaluation method to evaluate the service quality of embedded sports service complexes in commercial centers in Jiangsu Province.The five dimensions of tangibility,reliability,responsiveness,certainty,and caring are used to suggest targeted improvements for commercial embedded sports service complexes in Jiangsu Province. |
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