Construction And Empirical Research On Service Quality Evaluation Index System Of Sports Training Institutions For Children And Adolescents

In recent years,the country’s emphasis on mass sports has increased year by year.Since the 18 th National Congress of the CPC,the state has issued a series of policy documents to encourage the development of children and youth sports,which has become an indispensable part of sports power.People’s cognition and demand for physical and mental health have also been significantly improved,social sports have been rapidly developed,and children and adolescents’ sports training institutions have mushroomed.But at the same time,there are also many problems in children and adolescents’ sports training institutions.For example,the uneven education and skill level of coaches and the difficulty in ensuring the safety of venues seriously affect the quality of service.In addition,the current research on the service quality of children and adolescents sports training institutions is less,and there is a lack of index system for consumers to evaluate the service quality of existing children and adolescents sports training institutions.Therefore,the construction of service quality evaluation index system from the perspective of consumers,so as to evaluate the service quality,is the top priority to improve the service quality of children and adolescents sports training institutions.Based on service quality evaluation theory,this paper take the children to youth sports training organization service quality evaluation index system of building as the research object,by Beiti sport’s "Zhuo Yue children sports pavilion",universal sports’ s "universal sports fitness house" as well as the optimal’s sport’s "best basketball hall of three children sports training institutions as the research object,Using literature method,interview method,Delphi method,questionnaire survey method,field survey method and mathematical statistics methods,such as constructing evaluation index system of child and adolescent sports training institutions,with three agencies nationwide distribution 15 venues as a case,children’s service quality youth sports training institutions empirical study.This paper analyzes the evaluation results of service quality,and puts forward suggestions on improving service quality for training institutions from three dimensions of evaluation index system of children and adolescents sports training institutions.The main research results are as follows:(1)Based on the theory of perceived service quality and the theory of service quality evaluation,this paper constructs the service quality evaluation system of children and adolescents sports training institutions by using the methods of literature,Delphi and interview.The index system consists of 3 first-level indicators,8 second-level indicators and22 third-level indicators.(2)The weights of service quality evaluation index system of children and adolescents sports training institutions are calculated by AHP.The first-level index service resource weight is 0.2143,service process is 0.3636,and service effect is 0.4221.Therefore,it can be seen that the service process and service effect are the core elements of the service quality evaluation of children and adolescents’ sports training institutions,and the service resources provide the material basis for training.The three complement each other and are inseparable.(3)The fuzzy comprehensive evaluation method is used to verify the service quality evaluation system of children and adolescents sports training institutions.An empirical study was conducted on three sports training institutions for children and adolescents,namely,the mean score of the overall index was about 4.65 points,and the overall score was relatively high.Therefore,the overall service quality of the three institutions could be considered as "relatively satisfactory".Through empirical study,found that the three children sports training institutions are "site conditions","the number of coach and structure","training","the number of training" and "feedback" after class five aspects of scores are relatively low,thus put forward the expanding field area,reasonable control the number of training and strengthen the communication and feedback.