【摘要】：為使大型體育場館更好地發(fā)揮其經(jīng)濟效益和社會效益,使國有資產(chǎn)保值增值,必須深入研究大型體育場館的運營服務(wù)現(xiàn)狀,分析大型體育場館管理體制、現(xiàn)行運行機制、運營管理、服務(wù)質(zhì)量管理等方面存在的問題,總結(jié)出適合地區(qū)發(fā)展實情的體育場館科學運營管理的思路,避免國有資產(chǎn)流失,積極探索新時期體育產(chǎn)業(yè)發(fā)展和城市規(guī)劃的新思路,使體育場館更好地為我國體育事業(yè)和經(jīng)濟建設(shè)的發(fā)展服務(wù)。本文以重慶市奧林匹克體育中心、大田灣體育場、渝北區(qū)體育館、江南體育館以及大田堡體育場五所大型體育場館的服務(wù)質(zhì)量管理為研究對象。采用問卷調(diào)查法、文獻資料法、訪談法、邏輯分析法、數(shù)理分析法進行研究,得出以下結(jié)論:重慶市大型體育場館需要重視對中青年健身消費群體服務(wù)質(zhì)量和服務(wù)態(tài)度的改進,促進健身消費者健身消費的增加。體育場館的服務(wù)質(zhì)量做得較好,但仍有一小部分的消費者對服務(wù)質(zhì)量存有意見,因此重慶市大型體育場館在服務(wù)質(zhì)量上還有改進和提升的空間,場地設(shè)施和服務(wù)質(zhì)量都亟待提高,讓更多的健身消費者能夠在大型體育場館內(nèi)有良好的健身條件和服務(wù)質(zhì)量。經(jīng)濟方面和社會效應(yīng)方面的矛盾,是重慶市大型體育場館服務(wù)質(zhì)量管理中存在的問題之一。部分體育場館管理人員屬于事業(yè)單位在編人員,收入較為固定,積極開發(fā)客戶,服務(wù)健身消費者的意識較為缺乏,導致服務(wù)質(zhì)量管理現(xiàn)狀不佳。稅務(wù)的繳納,一定程度上增加了大型體育場館的財政負擔,并且相關(guān)優(yōu)惠政策的缺失,無疑是加劇了資金上的壓力,對服務(wù)質(zhì)量的提升造成阻礙。大型體育場館的無形資產(chǎn)沒有被開發(fā)出來,導致體育場館的服務(wù)質(zhì)量下降、發(fā)展較為緩慢。目前不少的體育館的服務(wù)設(shè)施不夠完善,滿足不了顧客的需求,導致在顧客的心中位置下降。在重慶市目前的眾多的大型體育場館對于市場的劃分不夠明細、合理,場館沒有對于市場進行實地的勘察,對于消費者的需求沒有進行完整的調(diào)查,導致場館在設(shè)別設(shè)施方面不能夠滿足消費者的需求。重慶市大型體育場館服務(wù)質(zhì)量管理存在的問題是:管理體制尚需改革,管理模式仍存弊端;經(jīng)濟、社會效益矛盾突出,二者兼顧難以協(xié)調(diào);主管部門干預過多,場館難獲更多自主權(quán);經(jīng)營管理水平不高,人才匱乏問題嚴重;優(yōu)惠政策缺失,場館財政負擔沉重;融資渠道單一,無形資產(chǎn)開發(fā)不盡人意;服務(wù)質(zhì)量有待提高,配套設(shè)施仍需完善;健身市場細分不盡合理,會員制尚不健全。重慶市大型體育場館服務(wù)質(zhì)量管理提升的對策:積極響應(yīng)重慶市體制改革規(guī)劃,消除體制性障礙,創(chuàng)新機制、利用內(nèi)外環(huán)境優(yōu)勢,抓住機遇,搶占市場、把握人才聚集優(yōu)勢,完善用人機制,引進人才;順應(yīng)重慶經(jīng)濟發(fā)展趨勢,拓寬融資渠道,引入資金;認清重慶經(jīng)濟環(huán)境,把握市場脈搏,拓寬管理思路;立足多層次健身需求,細分市場;聯(lián)姻知名企業(yè),深挖無形資產(chǎn),增加資金積累;融入重慶休閑文化因素,特色服務(wù),吸引顧客。
[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.
【學位授予單位】：西南大學
【學位級別】：碩士
【學位授予年份】：2017
【分類號】：G818

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