Study on evaluation system of service quality of teenagers’ outdoor sports camps LI Linlin，LIU Yimin
(1.School of Sports Science，Qufu Normal University，Qufu 273165，China； 2.School of Sports and Leisure，Shandong Sport University，Jinan 250102，China)
Abstract: Based on the theory of SERVPERF model and following "theory-practice-theory" the generation sequence, the research systematically sorts out the connotation of service quality of adolescent outdoor sports camps and the generation logic and characteristic mining of its evaluation theory. In this study, qualitative research methods such as literature, interview and observation were used to generate pretest questionnaires centering on the characteristics and contents of camp services, then through exploratory factor analysis and confirmatory factor analysis, Cronbach’s coefficient and reliability of quantitative research, to verify the reliability and validity of the scale, and finally formed by the tangibility, reliability, responsiveness, assurance, empathy and educational, namely six dimensions include 27 indicators for service quality evaluation system of teenagers’ outdoor sports camps. This study shows that the educational service is the core of camp service and is the most recognized and urgently needed service content for campers, providing theoretical support for why their camps are called "camp education" in the industry. The empathy service focuses on personalized service and characteristic service, which is an effective way to crack the homogenization of camp products. The assurance service reflects the campers' trust and loyalty to the camp, which is the fundamental way to improve the low repurchase rate of camp products. The evaluation system can effectively promote the improvement and promotion of camp service quality, enriches the camp service quality management theory. At the same time, it also provides ideas and methods for the camp supply reform, and provides practical guidance for standardizing the camp industry market and promoting the scientific, healthy and sustainable development of the camp industry.