| （1.南昌大学 教育学院体育系，江西 南昌 330031；2.日本国爱知学院大学大学院 经营学研究科，日本 爱知 4700195） 摘 要：基于SERVQUAL模型的方法，结合健身行业的特征，以开发新的健身俱乐部服务质量评价模型为主要目的。提出了由“工作人员”、“设施与设备”、“服务项目”、“安全性”和“价格设定”等5维度构成的服务质量假设模型。并以位于上海市和广东省的3家健身俱乐部的顾客为对象进行调查，采用从调查中得到的376个样本数据对假设模型进行验证性因子分析，结果表明假设模型有较好的拟合程度(GFI=0.89，AGFI=0.86，SRMR=0.04，RFI=0.90，TLI=0.94，CFI=0.94，RMSEA=0.06)。随后对假设模型进行了改良，得到了一个由5维度20项目构成的模型(GFI=0.93，AGFI=0.90，SRMR=0.04，RFI=0.93，TLI=0.97，CFI=0.97，RMSEA=0.05)，该模型具有足够的信度和效度。此外，对有关服务质量研究和管理实践的启示及今后的课题研究也进行了探讨。 |
ZHOU Qiang1，LI Xiang-kun2
| （1.Department of Physical Education，School of Education，Nanchang University，Nanchang 330031，China；2.Graduate School of Management，Aichi Gakuin University，Aichi 4700195，Japan） Abstract: Based on the SERVQUAL model method, coupled with the characteristics of the fitness industry, and basing the main purpose on developing a new fitness club service quality evaluation model, the authors established a hypothetic service quality model that is composed of such 5 dimensions as “workers”, “facilities and equipment”, “service items”, “safety” and “price setting” according to literature information, field examination and expert inter-view, then investigated the customers of 3 fitness clubs located in Shanghai and Guangdong, performed a confirma-tory factor analysis on the hypothetic model by using 376 sample data acquired from the investigation, and revealed that the hypothetic model has a good fitting degree (GFI=0.89，AGFI=0.86, SRMR=0.04, RFI=0.90, TLI=0.94, CFI=0.94, RMSEA=0.06). Next, the authors improved the hypothetic model, and derived a model that is composed of 20 items in 5 dimensions (GFI=0.93, AGFI=0.90, SRMR=0.04, RFI=0.93, TLI=0.97, CFI=0.97, RMSEA=0.05), provided with sufficient credibility and validity. Moreover, the authors also probed into inspirations from related service quality researches and management practice as well as research topics in the future. |
下载本期全文：点击下载