基于IPA的公共体育服务质量评价模式设计与实证检验

质量评价是公共体育服务质量持续改进的重要手段,也是新形势下各级各类公共体育服务组织面临的挑战。本文运用数理统计法与逻辑分析法,采用IPA分析法设计公共体育服务质量评价模式,以济南市全民健身中心为实证对象实施检验,以期为我国公共体育服务质量持续改进探寻路径。本研究公共体育服务质量评价量表涵盖:可获得性、设施质量、卫生状况、职员素质、性价比5个维度,共30个评价指标;实证检验收集有效问卷共343份,经检测信度与效度合理,适合进行质量评价。研究得出:依据指标评价结果所在坐标区域可为该全民健身中心查找问题并提出改进对策;IPA分析法适合我国公共体育服务质量评价的实践需求,可在更大范围内推广运用,但需要自身完善,并进一步推进与其他质量管理工具的融合。

Design and Empirical Study of IPA-based Evaluation Model of Public Sports Service Quality

Quality evaluation is not only an important means to continuously improve public sports service quality,but also a challenge for all kinds of national fitness centers at all levels under the new situation.By means of mathematical statistics and logical analysis,this article applies the IPA analysis,which is widely used in the service field,to the empirical study of Jinan National Fitness Center to explore the the path to improve the public sports service quality evaluation in China.The public sports service quality evaluation scale covers the five dimensions of accessibility,quality of facilities,cleanliness,staff,value for money with a total of 30 evaluation indicators.A total of 343 valid questionnaires were collected in the empirical study.The reliability and validity were reasonable for quality evaluation.Improvement strategies were put forward for the data results of different coordinate areas.Conclusions:IPA analysis is suitable for the practical needs of public sports service quality evaluation,and can be popularized in a larger scale,while it still needs to be improved.Besides,it is necessary to further promote its integration with other quality management tools.