Construction And Empirical Study Of Service Quality Evaluation Index System Of Swimming Venues In Shanghai

With the continuous development of social economy,the continuous improvement of residents’ income level,the implementation of the Healthy China strategy and the national strategy of national fitness,the residents’ enthusiasm for fitness is constantly rising,the service quality of sports products also put forward higher standards and requirements.Swimming is one of the most popular sports in Shanghai.The operation and management of swimming venues and the quality of service are not only related to the development prospects of the swimming industry,it is directly related to the life,health and safety of every swimmer and sports consumption experience.In recent years,although the overall level of the management and service quality of the swimming venues in Shanghai has been constantly improving,in the face of the continuous drowning accidents and customer complaints,and in the face of various problems in the management and service,it is urgent to construct the service quality evaluation index system suitable for Shanghai swimming pool,test the service quality of swimming pool and improve the service level.Under this background,this paper takes the Shanghai Swimming Pool Service Quality Evaluation Index system as the research object,according to the service quality evaluation theory,using a combination of literature review,Delphi method analysis,analytic hierarchy process and questionnaire survey,two rounds of expert argumentation were conducted,finally,the paper constructs the service quality evaluation index system of Shanghai Swimming Gymnasium,which is composed of Facilities and equipment,environmental health,personnel services,safety and security,intelligent services and additional services 6 first-class indexes and 42 second-class indexes,and the analytic hierarchy process is used to determine the weight of each index in the evaluation index system.Finally,the author chooses the Oriental Sports Center Swimming Pool,Baoshan Sports Center swimming pool,Shangke swimming fitness center and Qian Swimming Fitness Club as the research objects,by using the fuzzy comprehensive evaluation method,the evaluation scores of the service quality of the four swimming venues are 4.5188,4.6214,4.8293 and 3.8932,respectively,the service quality of the other three large-scale public swimming venues are good.Qian swimming fitness club as a small community-based and commercial swimming venues in the quality of service with the three large-scale public swimming venues there is a significant gap.At the same time,according to the problems found in the investigation,the following suggestions are put forward: strengthen the sense of risk responsibility,strengthen the level of safety guarantee,set up the sense of service first,pay attention to the customer’s emotional experience,strengthen the construction and publicity of smart swimming venues;To improve the management level and service quality of Shanghai Swimming Pool,four development suggestions should be made to strengthen the supervision and management of the industry and standardize the service operation of the swimming pool.