为了客观，准确地评价一个商业健康与健身俱乐部的服务质量，服务水平的特点进行分析的基础上，Kim和Kim的QUESC模型和勇＆唐娜的SSQRS模型。环境质量，员工的服务质量，过程质量和结果质量是评价服务质量的4个重要指标，在该系统中，权重向量采用改进的层次分析法确定，一个模糊模型用于评估服务质量发展。给出一个例子，结果表明，该模型能够有效地反映服务水平，减少人为因素的影响。
Abstract. To objectively and accurately evaluate the service quality of a commercial health & fitness club, the service level features are analyzed, based on Kim & Kim’s QUESC model and Yong & Donna’s SSQRS model. Environmental quality, staff service quality, course quality and outcome quality are the four important indices for evaluating service quality, In the system, the weight vectors are determined using an improved analytic hierarchy process method, and a fuzzy model is developed for evaluating service quality. An example is given and the results show this model is able to reflect service level effectively and reduce the influence of human factors.
At present, there are many definitions for the fitness in-dustry. Some say it is in the educational sector while some others consider it to be part of the health industry. How-ever, from the national industrial division classification, the fitness industry is seen as part of the service industry. Cus-tomer measurement of the service quality in the fitness in-dustry is quantified more often when using the services, ex-cept for the subjective assessment of environmental qual-ity, which measures whether the overall club is providing the atmosphere that the customer desires. From spot inter-views, it was uncovered that there is a service gap in the assessment of sports and fitness services from the recog-nition of customer expectations to the standardization of service quality, from the dissemination of service informa-tion to members and would-be members to practical service performance . This service gap greatly affects the cognitive service quality of members and would-be members.
Most research in this area tends to emphasize the present operating condition and operating model of commercial sports and fitness clubs (Luan, 2007 [8]; Liu, 2011 [7]),consumer behavior and marketing strategies (Zhen, 2008[14]; Wu, 2007 [11]) and brand building (Ma, 2011 [9]),but have ignored further exploration into the service qual-ity and assessment of commercial sports and fitness clubs.Even though minor scholars such as Li (2005) [5], Qi et al.(2007) [10], Yu (2011) [13] have researched service quality,they only analyzed the importance service quality plays in customer gratification and improving customer loyalty and emphasized the study of an evaluating indicator by examin-ing a service quality assessment model. However, few schol-ars have researched the service quality indicators of estab-lishment, objectivity, reasonability, operability and practi-cability. By introducing and absorbing foreign theory on the service quality of commercial sports and fitness clubs,Hu et al. (2000) [3] applied a fuzzy comprehensive evalu-ation method to the practical operations of China’s com-mercial sports and fitness clubs to establish a theory for service quality indicators. This study also looked at a case study, which helped commercial sports and fitness clubs un-derstand their own service level, stress quality, and quality management system, and assisted in the improvement of overall service quality, customer support and customer loy-alty. This paper also examines these issues and uses this study as a reference.
2 Service quality indicator of China’s commercial sports and fitness clubs
3 Establishment of fuzzy comprehensive evaluation model for the service quality of China’s commercial sports and fitness clubs
4 Case study
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