（武汉体育学院，湖北 武汉 430079） 摘 要：公共体育服务质量评价是促进大型体育场馆改善公共体育服务质量的一种重要手段。基于公众感知视角并结合修正的SERVQUAL模型，构建大型体育场馆公共体育服务质量评价指标体系。以2 685份有效问卷为样本数据，综合运用AHP、模糊综合评价与TOPSIS方法对湖北省5家大型体育场馆公共体育服务质量展开实证研究。结果显示，移情性和有形性是影响大型体育场馆公共体育服务质量最重要的两个因素，5家大型体育场馆公共体育服务质量等级排序为场馆三＞场馆五＞场馆二＞场馆四＞场馆一。根据研究结果，提出如下政策建议：对于场馆一、二，进一步增强员工公共体育服务能力，加强场馆运营规范性；对于场馆三、四、五，进一步加大场馆改造升级、让公共体育服务质量可感可知。 |
LV Wan-gang，ZENG Zhen
(Wuhan Sports University，Wuhan 430079，China) Abstract: The evaluation of public sports service quality is an important means to promote the improvement of public sports service quality for large stadiums. Based on the public perception and the modified SERVQUAL model, the evaluation index system of public sports service quality in large stadiums is constructed. Taking 2 685 valid questionnaires as sample data, this paper uses AHP, fuzzy evaluation and TOPSIS method to empirically study the public sports service quality of 5 large stadiums in Hubei Province. The results show that empathy and tangi-bil-ity are the two most important factors that affect the quality of public sports service of large stadiums, and the rank of public sports service quality for them is stadium 3>stadium 5>stadium 2>stadium 4>stadium 1. According to the research results, the following policy recommendations are put forward: for stadiums 1 and 2, further enhancing the public sports service capacity of staff and strengthening the normativity of stadium operation; for stadiums 3, 4 and 5, further increasing the transformation and upgrade of stadiums, so that the public sports service quality can be perceived and seen. |
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