Msc Sport Business Management
本研究旨在探讨上海健身行业服务质量的影响，中国顾客满意度，消费者对服务质量的感知来自消费者的期望与实际知觉服务绩效比较，如果消费者的实际感知的服务质量低于预期，消费者满意度不高。如果消费者的实际感知的服务质量是高于他们的预期，消费者满意度会更高。这项研究是基于SERVQUAL模型从有形性，可靠性，响应性，保证，换位思考，这五个方面来探讨服务质量，在上海提供满足消费者的期望，健身俱乐部，同时也测量到什么程度，上海市健身俱乐部提供的顾客满意度的影响服务质量。在这项研究中，问卷调查和访谈的形式收集数据，研究结果如下。在这项研究中，研究结果表明，从硬件设施来看，大多数消费者都低程度的空间满意度，健身设施和上海市健身俱乐部的课程；从服务的可靠性，在这项研究中，研究结果表明，上海的消费者认为，上海健身俱乐部未能遵守诺言，和他们无法有效地解决问题。
Abstract
This study aimed to investigate the impact of service quality of the fitness industry in Shanghai, China on customer satisfaction. Parasuraman et al. (1985) believe that consumers’ awareness of service quality comes from comparison of consumers’ expectations and their actually perceived service performance, if consumers’ actually perceived service quality is lower than www.51lunwen.org/sslwzy/ expectations, consumer satisfaction degree may not be high. If consumers’ actually perceived service quality is higher than their expectations, consumer satisfaction degree may be higher. This study was based on the SERVQUAL model (Parasuraman, 1985) from tangibility, reliability, responsiveness, assurance, empathy, these five aspects to explore whether quality of service that the fitness clubs in Shanghai offered met the expectations of consumers’, it also measured to what degree the service quality that the fitness clubs in Shanghai offered affect customer satisfaction. In this study, the form of questionnaire and interview were used to collect data, the findings are shown as follows. The research results in this study showed that judging from the hardware facilities, most consumers have a low degree of satisfaction with the space, fitness facilities and curriculum of fitness clubs in Shanghai; considering from reliability of service, the research results in this study showed that consumers in Shanghai believed that fitness clubs in Shanghai failed to keep their promise, and they were unable to solve problems effectively. However, Shanghai's consumers also confirmed the professional level of personal trainers in fitness clubs in Shanghai. In terms of responsiveness of service, the research results in this study revealed that consumers revealed that staff of the gymnasiums in Shanghai could not respond promptly to the members' views and complaints, nor did they communicate with consumers on a regular basis, therefore there was a low degree of satisfaction. However, the questionnaire results also proved that consumers in Shanghai thought that the gymnasiums were able to announce in a timely manner about relevant information. From the perspective of assurance of service, the research results indicated that, consumers in Shanghai were not satisfied with the sense of responsibility of staff of the gymnasiums, and they believed that the work of the staff was not supported by gymnasiums strongly, but the consumers also thought that they could contact with the membership consultants easily, which was helpful for the staff to provide their members with reliable service. Considering from the empathy of service, the research results showed that the consumers in Shanghai did not think that the gymnasiums would really understand and meet the potential demand of consumers seriously, nor did they believe that the fitness clubs would try to meet the personal demand of consumers to give highest priority to the interests of customers. The biggest gap between consumers’ perceived situation and their expectations was about tangibility, then, it was about reliability, responsiveness, empathy, the smallest gap was about assurance. At the end of the dissertation, it was based on the above-mentioned research results to propose recommendations on improvement of service quality for the health and fitness industry in Shanghai.
Keywords: health and fitness industry; service quality; customer satisfaction; the SERVQUAL model
