Research On The Service Quality Of Large Fitness Clubs In Wuhan Based On The PZB Gap Model

With the dual assistance of national policy support and strong market demand,my country’s sports industry has ushered in unprecedented development opportunities.In 2016,the "Healthy China 2030" Planning Outline was officially promulgated,elevating national fitness to a national strategy.The issuance and implementation of policy documents not only greatly meet the strong health needs of the people,but also promote the greater development of my country’s sports fitness and leisure industry.With the continuous development of science and technology,the service economy is showing new development trends.In recent years,my country’s service industry has been increasing year by year with an added value of nearly 10%,showing earth-shaking changes.At the same time,the ratio of my country’s service economy output value to gross national product(GDP)continues to increase,continuing to maintain a good growth momentum.Based on literature,questionnaire surveys and other methods,based on the theory of service quality gap(PZB model),this paper conducts an empirical study on the service quality of large fitness clubs in Wuhan.First,according to the characteristics of large-scale fitness clubs in Wuhan,the basic profile of the club and the consumer structure are analyzed.Secondly,from the five dimensions of tangibility,reliability,responsiveness,assurance,and empathy,explore the gap between consumers’ expectations and feelings about the service quality of health clubs.Third,analyze the gaps in the service quality of fitness clubs under different demographic variables.Finally,it explores the formation mechanism of the fitness club service quality gap from the four aspects of the historical source of the fitness club service quality gap,analysis mode,formation reason and remedial process,and constructs an effective fitness club service remediation system.The conclusions of the research are as follows:(1)The consumer structure of large fitness clubs in Wuhan shows that males are the majority and females are less;the age is mainly concentrated between 20-29 years old;the education level is relatively high;they have a certain income level and have a certain level of income.Consumption ability and strong fitness awareness.(2)In the analysis of 5 dimensions and 21 observation indicators,there is a significant difference between the expected value and the perceived value of consumers.Consumers are not satisfied with the service quality of the club.The gap in reliability is the largest in terms of dimensions,and the gap in the indicator "When a member encounters a problem,the club can provide help" is the largest.(3)In the context of different variables,there are differences in the service quality of large fitness clubs in Wuhan.Among them,there are no significant differences among consumers of different genders,occupations,education levels and monthly income levels,while there are significant differences among consumers of different ages.(4)Based on the service quality gap theory,form a service quality gap analysis model suitable for large commercial fitness clubs.Starting from the clubs,members and employees,and following the relevant procedural framework,build an effective commercial fitness club service recovery system.In order to improve service quality and service level,and then improve customer satisfaction,the following suggestions are put forward:(1)Understand customer needs and manage customer expectations.(2)Establish appropriate standards and implement them strictly and accurately.(3)Strengthen staff training and improve service level.(4)Find quality gaps and solve problems quickly.