大型体育赛事观众服务质量评价指标体系构建

摘要

In this paper,the author defined the concept of major sports game audience service quality based on the theories of service marketing and service quality management.Six primary indexes,18 second level indexes and 75 third level inde-xes were constructed with adoption of literature study,Delphi Method and analytic hierarchy process were constructed.It could be seen that competition quality demonstrated the core value of sports competition service.Security service guaran-teed the audience appreciation of the games.Service environment and staff ensured the successful hosting of the games. Auxiliary service was extra service provided by the organizers.%以服务营销和服务质量管理理论为基础，对大型体育赛事观众服务质量的概念进行了界定。运用文献资料法、德尔菲法、层次分析法等方法构建了包含6个一级指标、18个二级指标、75个三级指标的大型体育赛事观众服务质量的评价指标体系。其中，竞赛质量是体育赛事服务核心价值的体现；安全服务是赛事顺利举办的重要保障；场馆设施设备是观众享受赛事服务的基本保证；服务环境和服务人员是体育赛事举办的软环境，是体育赛事服务的支持系统；辅助服务是赛事组织者所提供的增值服务。