| 中国马拉松赛事参赛者的满意度测评指数模型的构建 |
| |
| 引用本文： | 梁金辉,胡智勇,胡德刚.中国马拉松赛事参赛者的满意度测评指数模型的构建[J].首都体育学院学报,2020(3):233-240. |
| |
| 作者姓名： | 梁金辉 胡智勇 胡德刚 |
| |
| 作者单位： | 首都体育学院;北京师范大学体育与运动学院 |
| |
| 基金项目： | 北京市体育局委托项目(153219017);首都体育学院科技创新服务能力建设-高精尖学科建设(28411900)。 |
| |
| 摘 要： | 借鉴ACSI顾客满意度测评指数模型,结合中国群众性马拉松赛事的特点,运用探索性因子分析法建立中国马拉松赛事参赛者满意度测评指标体系,基于此,构建中国马拉松赛事参赛者满意度测评指数模型。研究发现:中国马拉松赛事参赛者满意度测评指数模型的指标包括参赛者期望、硬服务质量感知、软服务质量感知、感知价值、参赛者满意度、参赛者抱怨、参赛者忠诚度7个因素。就各个自变量对中国马拉松赛事参赛者满意度的影响路径来看,参赛者对服务的预期通过对软服务质量感知、硬服务质量感知间接正向影响中国马拉松赛事参赛者满意度;参赛者的服务质量感知既直接又间接地正向影响参赛者的满意度,参赛者的软服务质量感知通过硬服务质量感知和感知价值间接正向影响参赛者的满意度,参赛者的硬服务质量感知通过感知价值间接正向影响参赛者的满意度。就各个自变量对中国马拉松赛事参赛者满意度的影响程度而言,参赛者的软服务质量感知对其满意度影响最大,其次依次为硬服务质量感知、服务期望和感知价值。
|
| 关 键 词： | 中国 马拉松 参赛者 服务质量 满意度 指数模型 |
Construction of Satisfaction Evaluation Index Model for Marathon Runners in China |
| |
| LIANG Jinhui,HU Zhiyong,HU Degang.Construction of Satisfaction Evaluation Index Model for Marathon Runners in China[J].Journal of Capital College of Physical Education,2020(3):233-240. |
| |
| Authors: | LIANG Jinhui HU Zhiyong HU Degang |
| |
| Institution: | (Capital University of Physical Education and Sports,Beijing 100191,China;School of Physical Education and Sports,Beijing Normal University,Beijing 100875,China) |
| |
| Abstract: | Based on the ACSI customer satisfaction evaluation index model, combined with the characteristics of mass marathon in China, an exploratory factor analysis was used to establish the satisfaction evaluation index system of participants in marathon in China. Based on this, the satisfaction evaluation index model of participants in marathon in China was constructed. The results show that the model indexes of participants’ satisfaction in China’s marathon include seven factors: participants’ expectation, perception of hard service quality,perception of soft service quality, perceived value, participants’ satisfaction, participants’ complaints, and participants’ loyalty. From the perspective of the influence path of independent variables on the satisfaction of marathon participants in China, the participants expect to have an indirect positive influence on the satisfaction of marathon participants in China through the perception of soft service quality and the perception of hard service quality. Service quality perception of participant satisfaction has both direct and indirect positive influence on participants’ satisfaction;participants’ soft service quality perception has indirect positive effect on China’s marathon participant satisfaction through hard service quality perception and perceived value;participants’ hard service quality perception has indirect positive effect on China’s marathon participants’ satisfaction through perceived value. In terms of the influence of independent variables on the satisfaction of marathon participants in China, the perception of soft service quality has the greatest influence on the satisfaction of marathon participants in China, followed by the perception of hard service quality, the expectation of participants and the perceived value. |
| |
| Keywords: | china marathon participants service quality satisfaction index model |
| 本文献已被 维普 等数据库收录！ |
|
