1. Optimization of Service Quality for Marathon Events: Model Construction and Efficiency Measurement.
- Author
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LIANG Yuan, LI Pei, WANG Zhaohong, LI Jinglyu, and LI Shuwang
- Abstract
This study is based on the SERVQUAL maturity scale and takes the service of China's golden standard marathon events as an example. By constructing an IPA model,the empirical analysis is conducted using "importance" and "satisfaction" as coordinate units to evaluate the service quality and efficiency for marathon events. It is found that in terms of dimension structures, the respondents have a positive attitude towards the dimensions of " responsiveness" and "assurance" for event services; but the service quality level of marathon events is relatively low in the dimension of "empathy". In terms of indicator setting, the stability of the service system stands out as the bright spot and the core competitiveness of marathon event services. However, there are still some issues such as inefficient allocation and insufficient professionalism of service personnel. Based on this, it is proposed that the perceived experience value of participants should be enhanced from the improvement of "empathy"; the events should attract the widespread participation of social capital from the enhancement of "tangibility"; the establishment and improvement of personnel incentive mechanisms should be achieved from the deepening of "reliability"; and differentiated service plans should be established from the boost of "responsiveness" so as to provide a theoretical basis and practical references for the optimization of the service quality of marathon events. [ABSTRACT FROM AUTHOR]
- Published
- 2023
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