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目的:以杭州一家美容养生会所作为研究对象,研究实施健康管理服务模式对休闲养生行业的作用效果。方法:采用问卷和现场调查结合的方法,问卷采用李克特量表,调查健康管理服务模式实施前后店内3个月的总消费人数、总营业额、重复消费人数、重复消费次数等经营状况;并就顾客满意度调查进行前后对比(总体满意度、感知价值、感知质量、顾客抱怨、顾客忠诚度)。结果:新模式实施后,在总体消费人数、总体营业额、重复消费人数及重复消费次数指标上分别比实施前增加15.6%、46.7%、35.9%、53.2%;对顾客满意度、顾客感知价值、感知质量、顾客抱怨和顾客忠诚度的对比中,实施后与实施前比较,P≤0.01,具有极显著差异。结论:作为新型的管理和服务模式,健康管理模式对美容店的经营状况及顾客反响产生了积极的推进作用。健康管理服务模式可以为提升休闲保健产业的发展提供思路和指导。
OBJECTIVE: To study a health care club in Hangzhou as a research object to study the effect of health management service mode on leisure regimen industry. Methods: The questionnaire was combined with on-the-spot investigation. The questionnaire was designed using the Likert scale to investigate the operating conditions of the three months before and after the implementation of the health management service mode, including the total number of consumers, the total turnover, the number of repeat users and the number of repeated purchases. And compared the customer satisfaction survey before and after (overall satisfaction, perceived value, perceived quality, customer complaints, customer loyalty). Results: After the implementation of the new model, the total number of consumers, the total turnover, the number of repeat consumers and the number of repeated consumption increased by 15.6%, 46.7%, 35.9% and 53.2% respectively compared with that before the implementation of the new model. The customer satisfaction, customer perceived value , Perceived quality, customer complaints and customer loyalty comparison, after implementation compared with before implementation, P ≤ 0.01, with very significant differences. Conclusion: As a new type of management and service mode, the health management mode has a positive effect on the management of the beauty shop and customer response. Health management and service mode can provide ideas and guidance for the development of leisure and health care industry.