OULE健身健康管理公司顾客满意度研究

发布时间：2018-04-10 01:32

本文选题：健身俱乐部　切入点：顾客满意度　出处：《山东理工大学》2017年硕士论文

【摘要】：随着改革开放的逐步深入,人们的生活水平逐步提高,消费水平也随之而上升。在这种情况下,中国城市特别是大城市的生活节奏加快,国人的身体素质面临着严重的问题。在这种趋势下,西方健康消费的理念在中国得到广泛的传播,随之带来的是西方的健康管理服务组织——健身俱乐部,这一组织在中国迅速扩展起来,造成巨大的影响力。近几年来,健身产业面临着严峻的挑战。在这个新的历史时期下,如何去建设顾客需要的健身项目和产品,提高顾客的满意程度,不断完善自我,增强竞争力,实现企业的可持续发展,是所有经营者都需要面对的问题。本文采用了文献资料法,观察法,问卷调查法等多种方法,运用消费者心理学、顾客关系管理学、顾客满意度等理论通过对顾客满意度影响因素的分析,建立相关的结构模型,分析目前OULE健身健康管理公司顾客满意度的现状,以及俱乐部方面采取的相关的管理对策,分析目前顾客满意度存在的问题并进行原因分析,参考不同俱乐部的管理方案,针对性提出相关的对策,提高顾客满意度,增强俱乐部的竞争力,不断促进该公司的发展。通过对OULE健身健康管理公司的相关研究,得出以下结论:(1)OULE健身俱乐部定位为中高端市场群体,会员以女性为主,学历以高中及其以上为主;(2)顾客满意度受环境、设施、教练员、工作人员等因素的影响程度大;(3)OULE健身俱乐部并没有形成完备的会员管理体系和顾客满意度测评体系,对于顾客满意度的重视程度还不高;(4)顾客对于教练员、价格等的顾客满意度较高,对于环境、健身项目和设施等的顾客满意度相对较低。
[Abstract]:With the deepening of reform and opening up, people's standard of living has gradually improved, and the level of consumption has also risen.In this case, the pace of life in Chinese cities, especially in big cities, accelerates, and the physical quality of Chinese faces serious problems.Under this trend, the concept of western health consumption has been widely spread in China, with the health management service organization in the West-fitness club, which has rapidly expanded in China, resulting in great influence.In recent years, the fitness industry is facing severe challenges.In this new historical period, how to build the fitness items and products that customers need, improve the degree of customer satisfaction, constantly improve themselves, enhance competitiveness, and realize the sustainable development of enterprises.It is a problem that all operators have to face.This paper adopts many methods, such as literature, observation, questionnaire, and so on. Through the analysis of the influencing factors of customer satisfaction, the related structural model is established by using the theories of consumer psychology, customer relationship management, customer satisfaction and so on.This paper analyzes the current situation of customer satisfaction of OULE fitness health management company and the relevant management countermeasures adopted by clubs, analyzes the problems existing in customer satisfaction at present and analyzes the causes, and refers to the management schemes of different clubs.To improve customer satisfaction, enhance the competitiveness of the club, and promote the development of the company.Based on the research of OULE Fitness and Health Management Company, the following conclusions can be drawn: 1) the fitness club is positioned as a middle and high-end market group, members are mainly women, and their academic qualifications are mainly high school and above) customer satisfaction is affected by environment, facilities, coaches, etc.The staff and other factors have a great influence on the degree of influence. The health club has not formed a complete member management system and a customer satisfaction evaluation system, and the customer satisfaction degree is not high enough to attach importance to customer satisfaction.The price of customer satisfaction is higher, for the environment, fitness programs and facilities, customer satisfaction is relatively low.
【学位授予单位】：山东理工大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：F274;F719

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