重庆市大型体育场馆服务质量管理现状与对策研究
发布时间：2018-09-18 18:47
【摘要】：为使大型体育场馆更好地发挥其经济效益和社会效益,使国有资产保值增值,必须深入研究大型体育场馆的运营服务现状,分析大型体育场馆管理体制、现行运行机制、运营管理、服务质量管理等方面存在的问题,总结出适合地区发展实情的体育场馆科学运营管理的思路,避免国有资产流失,积极探索新时期体育产业发展和城市规划的新思路,使体育场馆更好地为我国体育事业和经济建设的发展服务。本文以重庆市奥林匹克体育中心、大田湾体育场、渝北区体育馆、江南体育馆以及大田堡体育场五所大型体育场馆的服务质量管理为研究对象。采用问卷调查法、文献资料法、访谈法、逻辑分析法、数理分析法进行研究,得出以下结论:重庆市大型体育场馆需要重视对中青年健身消费群体服务质量和服务态度的改进,促进健身消费者健身消费的增加。体育场馆的服务质量做得较好,但仍有一小部分的消费者对服务质量存有意见,因此重庆市大型体育场馆在服务质量上还有改进和提升的空间,场地设施和服务质量都亟待提高,让更多的健身消费者能够在大型体育场馆内有良好的健身条件和服务质量。经济方面和社会效应方面的矛盾,是重庆市大型体育场馆服务质量管理中存在的问题之一。部分体育场馆管理人员属于事业单位在编人员,收入较为固定,积极开发客户,服务健身消费者的意识较为缺乏,导致服务质量管理现状不佳。税务的缴纳,一定程度上增加了大型体育场馆的财政负担,并且相关优惠政策的缺失,无疑是加剧了资金上的压力,对服务质量的提升造成阻碍。大型体育场馆的无形资产没有被开发出来,导致体育场馆的服务质量下降、发展较为缓慢。目前不少的体育馆的服务设施不够完善,满足不了顾客的需求,导致在顾客的心中位置下降。在重庆市目前的众多的大型体育场馆对于市场的划分不够明细、合理,场馆没有对于市场进行实地的勘察,对于消费者的需求没有进行完整的调查,导致场馆在设别设施方面不能够满足消费者的需求。重庆市大型体育场馆服务质量管理存在的问题是:管理体制尚需改革,管理模式仍存弊端;经济、社会效益矛盾突出,二者兼顾难以协调;主管部门干预过多,场馆难获更多自主权;经营管理水平不高,人才匮乏问题严重;优惠政策缺失,场馆财政负担沉重;融资渠道单一,无形资产开发不尽人意;服务质量有待提高,配套设施仍需完善;健身市场细分不尽合理,会员制尚不健全。重庆市大型体育场馆服务质量管理提升的对策:积极响应重庆市体制改革规划,消除体制性障碍,创新机制、利用内外环境优势,抓住机遇,抢占市场、把握人才聚集优势,完善用人机制,引进人才;顺应重庆经济发展趋势,拓宽融资渠道,引入资金;认清重庆经济环境,把握市场脉搏,拓宽管理思路;立足多层次健身需求,细分市场;联姻知名企业,深挖无形资产,增加资金积累;融入重庆休闲文化因素,特色服务,吸引顾客。
[Abstract]:In order to give full play to the economic and social benefits of large-scale stadiums and gymnasiums and maintain and increase the value of state-owned assets, it is necessary to study the operation and service status of large-scale stadiums and gymnasiums, analyze the existing problems in the management system, operation mechanism, operation management and service quality management of large-scale stadiums and gymnasiums, and summarize the problems suitable for the development of the region. The scientific operation and management of sports venues should avoid the loss of state-owned assets and actively explore new ideas for the development of sports industry and urban planning in the new period so as to better serve the development of sports and economic construction in China. The service quality management of five large-scale stadiums and Gymnasiums in the South Gymnasium and the Datianbao Stadium were studied by means of questionnaire, literature, interview, logical analysis and mathematical analysis. The service quality of stadiums and gymnasiums is good, but there are still a small number of consumers who have opinions about the service quality. Therefore, there is still room for improvement and improvement in the service quality of large-scale stadiums and Gymnasiums in Chongqing. Fitness consumers can have good fitness conditions and service quality in large-scale stadiums and gymnasiums.The contradiction between economy and society is one of the problems in service quality management of large-scale stadiums and Gymnasiums in Chongqing.Some stadiums and gymnasiums managers belong to the public institutions and have fixed income and actively develop customers. Tax payment has increased the financial burden of large-scale stadiums and gymnasiums to a certain extent, and the lack of relevant preferential policies, undoubtedly exacerbated the financial pressure on the promotion of service quality, resulting in impediments. At present, the service facilities of many gymnasiums are not perfect enough to meet the needs of customers, resulting in a decline in the position of customers. At present, many large-scale Gymnasiums in Chongqing are not detailed enough to divide the market, reasonable, and the venues are not right. The problems in service quality management of large-scale stadiums and Gymnasiums in Chongqing are as follows: the management system needs to be reformed, the management mode still has drawbacks; the contradiction between economic and social benefits is prominent; 2 It is difficult to coordinate the two sides; too much intervention from the competent departments makes it difficult for the venues to gain more autonomy; the management level is not high and the talent shortage is serious; the lack of preferential policies makes the venues financial burden heavy; the financing channel is single and the intangible assets development is unsatisfactory; the service quality needs to be improved and the supporting facilities still need to be improved; the fitness market segmentation is not reasonable. The countermeasures to improve the service quality management of large-scale stadiums and Gymnasiums in Chongqing are: actively responding to the reform and planning of Chongqing system, eliminating the institutional obstacles, innovating the mechanism, utilizing the advantages of internal and external environment, seizing the opportunity, seizing the market, grasping the advantages of talent gathering, perfecting the employment mechanism, and introducing talents. Widening financing channels and introducing funds; recognizing Chongqing's economic environment, grasping the market pulse, broadening management ideas; basing on multi-level fitness needs, subdividing the market; marrying well-known enterprises, digging deep into intangible assets, increasing fund accumulation; integrating Chongqing leisure culture factors, characteristic services, attracting customers.
【学位授予单位】：西南大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：G818
本文编号：2248784
[Abstract]:In order to give full play to the economic and social benefits of large-scale stadiums and gymnasiums and maintain and increase the value of state-owned assets, it is necessary to study the operation and service status of large-scale stadiums and gymnasiums, analyze the existing problems in the management system, operation mechanism, operation management and service quality management of large-scale stadiums and gymnasiums, and summarize the problems suitable for the development of the region. The scientific operation and management of sports venues should avoid the loss of state-owned assets and actively explore new ideas for the development of sports industry and urban planning in the new period so as to better serve the development of sports and economic construction in China. The service quality management of five large-scale stadiums and Gymnasiums in the South Gymnasium and the Datianbao Stadium were studied by means of questionnaire, literature, interview, logical analysis and mathematical analysis. The service quality of stadiums and gymnasiums is good, but there are still a small number of consumers who have opinions about the service quality. Therefore, there is still room for improvement and improvement in the service quality of large-scale stadiums and Gymnasiums in Chongqing. Fitness consumers can have good fitness conditions and service quality in large-scale stadiums and gymnasiums.The contradiction between economy and society is one of the problems in service quality management of large-scale stadiums and Gymnasiums in Chongqing.Some stadiums and gymnasiums managers belong to the public institutions and have fixed income and actively develop customers. Tax payment has increased the financial burden of large-scale stadiums and gymnasiums to a certain extent, and the lack of relevant preferential policies, undoubtedly exacerbated the financial pressure on the promotion of service quality, resulting in impediments. At present, the service facilities of many gymnasiums are not perfect enough to meet the needs of customers, resulting in a decline in the position of customers. At present, many large-scale Gymnasiums in Chongqing are not detailed enough to divide the market, reasonable, and the venues are not right. The problems in service quality management of large-scale stadiums and Gymnasiums in Chongqing are as follows: the management system needs to be reformed, the management mode still has drawbacks; the contradiction between economic and social benefits is prominent; 2 It is difficult to coordinate the two sides; too much intervention from the competent departments makes it difficult for the venues to gain more autonomy; the management level is not high and the talent shortage is serious; the lack of preferential policies makes the venues financial burden heavy; the financing channel is single and the intangible assets development is unsatisfactory; the service quality needs to be improved and the supporting facilities still need to be improved; the fitness market segmentation is not reasonable. The countermeasures to improve the service quality management of large-scale stadiums and Gymnasiums in Chongqing are: actively responding to the reform and planning of Chongqing system, eliminating the institutional obstacles, innovating the mechanism, utilizing the advantages of internal and external environment, seizing the opportunity, seizing the market, grasping the advantages of talent gathering, perfecting the employment mechanism, and introducing talents. Widening financing channels and introducing funds; recognizing Chongqing's economic environment, grasping the market pulse, broadening management ideas; basing on multi-level fitness needs, subdividing the market; marrying well-known enterprises, digging deep into intangible assets, increasing fund accumulation; integrating Chongqing leisure culture factors, characteristic services, attracting customers.
【学位授予单位】：西南大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：G818
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