[1]夏俊彪,史曙生.政府购买健身服务质量、满意度与口碑传播关系模型构建[J].南京师大学报(自然科学版),2022,45(04):134-141.[doi:10.3969/j.issn.1001-4616.2022.04.018]
　Xia Junbiao,Shi Shusheng.Construction of the Relationship Model Between the Quality,Satisfaction and Word-of-Mouth Communication of Fitness Service Purchased by the Government[J].Journal of Nanjing Normal University(Natural Science Edition),2022,45(04):134-141.[doi:10.3969/j.issn.1001-4616.2022.04.018]
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政府购买健身服务质量、满意度与口碑传播关系模型构建()
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《南京师大学报（自然科学版）》[ISSN:1001-4616/CN:32-1239/N]

卷:
第45卷
期数:
2022年04期
页码:
134-141
栏目:
体育学
出版日期:
2022-12-15

文章信息/Info

Title:
Construction of the Relationship Model Between the Quality,Satisfaction and Word-of-Mouth Communication of Fitness Service Purchased by the Government
文章编号:
1001-4616(2022)04-0134-08
作者:
夏俊彪; 史曙生
(南京师范大学体育科学学院,江苏 南京 210023)
Author(s):
Xia Junbiao; Shi Shusheng
(School of Sport Sciences,Nanjing Normal University,Nanjing 210023,China)
关键词:
健身服务质量; 满意度; 口碑传播
Keywords:
fitness service quality; satisfaction; word of mouth communication
分类号:
G80-05
DOI:
10.3969/j.issn.1001-4616.2022.04.018
文献标志码:
A
摘要:
运用文献资料方法、深度访谈等定性研究方法,分析健身服务质量构成要素,据此假设健身服务质量是由交互质量、环境质量和结果质量3个指标构成. 采用问卷调查和结构方程模型等定量研究方法,验证健身服务质量的要素构成,并对健身服务质量、满意度和口碑传播之间内在关系进行探讨和研究. 研究结果表明,健身满意度对口碑传播有重要影响; 交互质量以满意度为中介对口碑传播有间接影响,但没有直接影响; 环境质量对口碑传播既有直接影响,又有间接影响; 结果质量对口碑传播既没有直接影响,又没有间接影响. 基于上述影响机制,提出相关政策建议.
Abstract:
By using the methods of qualitative research as literature review and in-depth interview,and by analyzing the factors affecting fitness service quality,this paper proposes that the quality of fitness service consists of the quality of interaction between employees and customers,the quality of environment and the quality of results,and then constructs a conceptual model with service quality as the leading variable,fitness satisfaction as the intermediary variable and word-of-mouth communication as the result variable. Quantitative research methods such as questionnaire survey and structural equation model are used to verify the internal relationship between the three variables. The results show that fitness satisfaction is an important factor affecting word-of-mouth communication; employee-customer interaction quality indirectly affects word-of-mouth communication with satisfaction as the intermediary,but has no direct impact; environmental quality has both direct and indirect impact on word-of-mouth communication; results quality has neither direct nor indirect impact on word-of-mouth communication. Based on the above functional mechanism,this paper puts forward relevant policy recommendations.

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备注/Memo

备注/Memo:
收稿日期:2022-04-29.
基金项目:江苏高校哲学社会科学研究重点项目(2017ZDIXM107).
通讯作者:夏俊彪,博士,副教授,研究方向:体育管理. E-mail:junbiaoxia_1975@163.com
更新日期/Last Update: 2022-12-15