我国健身俱乐部顾客满意度影响因素和测评体系的设计

采用文献资料和逻辑分析等研究方法,利用顾客满意度理论和健身健美理论,提出了健身俱乐部顾客满意度概念,识别和分析影响健身俱乐部顾客满意度的主要因素,包括健身产品和教练员专业技术水平、健身环境、服务质量、健身费用、健身安全、健身效果;尝试构建了适合我国健身俱乐部顾客满意度的模型;根据测评模型建立了相应的测评指标体系,指出权重确定与分配(运用优序图来评定各因素权重)是测评指标体系设计中的关键步骤,确定了满意度指标测量法(加权平均的方法)来计算各指标的测评方法。

Study on Fitness Club Customer Satisfaction and Test Evaluation System in China

Using the method of literature and logical analysis, leveraging customer competence and fitness bodybuilding theory, it identifies the fitness club customer satisfaction concept, upon an analysis of main factors fitness club customer satisfaction （ including health club products and coaches professional technology levels, fitness environment, service quality, fitness cost, fitness security and fitness effect）. It tries to establish the model of fitness club customer satisfaction; Pointed out that the weight determination and distribution （ use superiority chart to evaluate the weight of every factor） is the design of evaluation index system of the key steps, determined the satisfaction index measurement method （ weighted average method ） to calculate the various indicators of measurement method.