CBA联赛服务质量的实证分析研究

    An Empirical Study on the Service Quality of CBA League Match

    • 摘要: 联赛服务不仅具有一般服务性行业所具有的无形性、差异性、生产与消费的同时性的共同性,还具有联赛自身所具有的综合性、合作性、不可预测性和可回忆性。根据联赛服务的特性,结合前期研究成果,以CBA 4个俱乐部主场比赛为调研对象,通过采用主成分分析法和标准离差原理构建了相应的服务质量模型。实证分析发现,这4个俱乐部服务质量总体情况一般,但这4个俱乐部的场馆环境质量、辅助服务与物品质量以及核心竞赛质量则各有优势。各俱乐部之间应相互取长补短共同促进联赛服务水平的提高。

       

      Abstract: League match service not only possesses the common characteristic with other services,for example intangible,otherness,produce and consumption simultaneously,but also possesses the unique characteristic,such as comprehensiveness,corporation,unpredictability and recalling.Based on the characteristic of league match,combining with the earlier research,we choose four CBA clubs to survey,and build a model of service quality about league matches with application PCA and standard deviation.Finally,we find out that the service level of the four clubs is ordinary generally,but the four clubs have different advantage in the quality of environment of game venue,the quality of subsidiary service and goods and the core quality of game.Clubs should learn each other and improve the level of service mutually.

       

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