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全民健身公共服务质量评价研究——基于改进的SERVQUAL模型
闫静,徐诗枧,温雨竹,刘光怡
(云南师范大学 体育学院,昆明 650500;云南师范大学 教育学部,昆明 650500;吉林体育学院 研究生处,长春 130022)
摘要:
提升全民健身公共服务质量是构建更高水平全民健身服务体系的重要内容。运用问卷调查法和数理模型分析法,基于改进的SERVQUAL模型,从有形性、可靠性、响应性、保证性、移情性、透明性6个维度26项指标来评价全民健身公共服务质量,并提出改进建议:完善基础设施配置,优化公众健身参与体验;健全公共政策体系,提升公共部门公信力;畅通民众发声渠道,增强业务人员服务意识;打造全民健身品牌,推动健身服务品质升级;注重个体运动差异,推进以人民为中心的健身服务;提升信息公开程度,推进全民健身数字化、智慧化建设。
关键词:  全民健身  服务质量  体育公共服务  质量评价  SERVQUAL模型
DOI:
投稿时间:2023-09-21
基金项目:吉林省社会科学基金重点项目(2021A28); 吉林省教育厅“十三五”社会科学重点项目(JJKH20200931SK)
Research on the Evaluation of Public Service Quality of National Fitness ——Based on the Improved SERVQUAL Model
YAN Jing,XU Shijian,WEN Yuzhu,LIU Guangyi
(School of Physical Education, Yunnan Normal University, Kunming 650500 , China;Faculty of Education, Yunnan Normal University, Kunming 650500 , China;Graduate School, Jilin Sport University, Changchun 130022 , China)
Abstract:
Improving the quality of public services for national fitness is an important part of building a higher-level national fitness service system. Using the questionnaire survey method and mathematical model analysis method, based on the improved SERVQUAL model, from the six dimensions of tangibility, reliability, responsiveness, assurance, empathy and transparency, 26 indicators are used to evaluate the public service quality of national fitness, and suggestions for improvement are put forward: improve the infrastructure configuration, optimize the public fitness participation experience; improve the public policy system and enhance the credibility of the public sector; unblock the channels of public voice and enhance the service awareness of business personnel; build a national fitness brand and promote the upgrading of fitness service quality; pay attention to individual sports differences and promote people-centered fitness services; improve the degree of information disclosure and promote the digital and intelligent construction of national fitness.
Key words:  national fitness  service quality  sports public service  quality evaluation  SERVQUAL model

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