本文選題：健身俱樂部　切入點(diǎn)：顧客滿意度　出處：《山東理工大學(xué)》2017年碩士論文

【摘要】：隨著改革開放的逐步深入,人們的生活水平逐步提高,消費(fèi)水平也隨之而上升。在這種情況下,中國(guó)城市特別是大城市的生活節(jié)奏加快,國(guó)人的身體素質(zhì)面臨著嚴(yán)重的問題。在這種趨勢(shì)下,西方健康消費(fèi)的理念在中國(guó)得到廣泛的傳播,隨之帶來(lái)的是西方的健康管理服務(wù)組織——健身俱樂部,這一組織在中國(guó)迅速擴(kuò)展起來(lái),造成巨大的影響力。近幾年來(lái),健身產(chǎn)業(yè)面臨著嚴(yán)峻的挑戰(zhàn)。在這個(gè)新的歷史時(shí)期下,如何去建設(shè)顧客需要的健身項(xiàng)目和產(chǎn)品,提高顧客的滿意程度,不斷完善自我,增強(qiáng)競(jìng)爭(zhēng)力,實(shí)現(xiàn)企業(yè)的可持續(xù)發(fā)展,是所有經(jīng)營(yíng)者都需要面對(duì)的問題。本文采用了文獻(xiàn)資料法,觀察法,問卷調(diào)查法等多種方法,運(yùn)用消費(fèi)者心理學(xué)、顧客關(guān)系管理學(xué)、顧客滿意度等理論通過(guò)對(duì)顧客滿意度影響因素的分析,建立相關(guān)的結(jié)構(gòu)模型,分析目前OULE健身健康管理公司顧客滿意度的現(xiàn)狀,以及俱樂部方面采取的相關(guān)的管理對(duì)策,分析目前顧客滿意度存在的問題并進(jìn)行原因分析,參考不同俱樂部的管理方案,針對(duì)性提出相關(guān)的對(duì)策,提高顧客滿意度,增強(qiáng)俱樂部的競(jìng)爭(zhēng)力,不斷促進(jìn)該公司的發(fā)展。通過(guò)對(duì)OULE健身健康管理公司的相關(guān)研究,得出以下結(jié)論:(1)OULE健身俱樂部定位為中高端市場(chǎng)群體,會(huì)員以女性為主,學(xué)歷以高中及其以上為主;(2)顧客滿意度受環(huán)境、設(shè)施、教練員、工作人員等因素的影響程度大;(3)OULE健身俱樂部并沒有形成完備的會(huì)員管理體系和顧客滿意度測(cè)評(píng)體系,對(duì)于顧客滿意度的重視程度還不高;(4)顧客對(duì)于教練員、價(jià)格等的顧客滿意度較高,對(duì)于環(huán)境、健身項(xiàng)目和設(shè)施等的顧客滿意度相對(duì)較低。
[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.
【學(xué)位授予單位】：山東理工大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2017
【分類號(hào)】：F274;F719

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