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Xian Tennis Customer Satisfaction Research

Author: XieMeng
Tutor: HuangQian;ShaoQiang
School: Xi'an Institute of Physical Education
Course: Social Physical Education
Keywords: Tennis center Customers Satisfaction
CLC: G845
Type: Master's thesis
Year: 2011
Downloads: 18
Quote: 0
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Abstract


Tennis industry as part of the sport service industry demand of customer is the core of enterprise operation. Through the tennis centre in customer satisfaction survey, can find out the current tennis centre each service advantage and defect, for the management of Xian tennis industry provide valuable information, so as to tennis centre for effective reform, satisfy customer’s requirements, improve their satisfaction and promote Xian tennis better faster development. This paper takes Shaanxi province tennis center customer satisfaction as the research object, by using the method of documentation, expert interview, questionnaire survey and mathematical statistics, study, understand the general customers tennis centre demographic characteristics, satisfaction, and puts forward some factors affecting about improving service quality tennis centre some Suggestions.Research conclusions are as follows:(1) on villager-autonomy in tennis center consumer satisfaction on the comprehensive analysis of the statistics, service quality factor, auxiliary service factor, hardware facilities factor and consumer price factor classified as four common factor. (2) in the questionnaire, the male consumer more than female consumers; 25 to 40 years old and 41-55 years old as the main age; Education degree major in college, bachelor Lord; Month income level concentrated in 4001 and 4001,3001-mainly-5000 high-level income levels. (3) in different gender on public factor analysis, the male consumer satisfaction than women, and comprehensive services to consumers quality factor, hardware facilities factor, consumer price factor and auxiliary service factor has a clear differences. (4) in different age stages of public factor analysis, and comprehensive service quality factor, there are differences of hardware facilities factor, consumer price factor and auxiliary service factor has no significant difference.25 to 34 years of age to the consumer the satisfaction of integrated service quality factor, significant differences were 35 to 44 years old age of consumer price factor of consumers there were significant differences of satisfaction. (5) different use frequency in the consumer service quality satisfaction comprehensive there exist obvious differences, but to the hardware facility, the auxiliary services and consumer price satisfaction no obvious difference. (6) in education degree of public factor analysis, the consumer prices for hardware facilities and the satisfaction has no significant factor differences; To comprehensive service quality factor of satisfaction has clear differences. In this difference, college, undergraduate and graduate student above the most significant differences between. (7) different use time consumers in integrated services and consumer price satisfaction there exist obvious differences, but to hardware facilities and auxiliary service satisfaction does not exist significant differences. (8) in different months income on factor analysis, the public on the integrated service quality and consumer price satisfaction has no obvious difference; And for hardware facilities and auxiliary service satisfaction has obvious difference. (9) in the questionnaire, the lowest satisfaction is tennis centre of consumer price; Satisfaction is the highest tennis centre coaches sport the technical level, the second is service personnel service on when the work efficiency and work serious and responsible attitude and polite enthusiastic attitude.

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