Tian Fengqin, Zhou Jieyou, Liu Fei
National Fitness Research Center, Guangzhou Sport University, Guangzhou, Guangdong, China.
Football School, Guangzhou Sport University, Guangzhou, Guangdong, China.
PLoS One. 2025 Jan 22;20(1):e0317551. doi: 10.1371/journal.pone.0317551. eCollection 2025.
The national fitness initiative in China is a strategic priority, public satisfaction is a key metric for evaluating the effectiveness of public services. The American Customer Satisfaction Index (ACSI) model has proven a robust tool for evaluating satisfaction with public services. The objective of study was to construct a satisfaction model for national fitness public services in China based on the ACSI framework and to explore the complex relationships among its components.
Evaluation dimensions and an item pool were carefully developed by referencing the ACSI model and relevant academic literature. After a panel of experts assessed the initial items pool, the study formed the questionnaire to distribute the residents in Guangzhou, a total of 1,133 valid responses were collected. Data analysis was conducted using SPSS 22.0 and AMOS 16.0 software to evaluate the reliability and validity of the measurement model, the goodness-of-fit of the structural model, and analyze the statistical significance of each path coefficient.
Public expectation does not directly influence satisfaction (path coefficient 0.039, p = 0.103), it exerts a significant and direct influence on perceived quality (path coefficient 0.445, p = 0.003), which in turn demonstrably shapes public satisfaction (path coefficient 0.403, p = 0.005). Perceived quality also directly influences perceived value (path coefficient 0.735, p = 0.006), which in turn significantly impacts public satisfaction (path coefficient 0.554, p = 0.003). Public satisfaction directly and significantly influences both public complaints (path coefficient 0.395, p = 0.003) and public trust (path coefficient 0.699, p = 0.003).
Perceived quality is the most critical factor influencing public satisfaction, which subsequently affects public complaints and trust. Fitness service providers should consistently improve service quality, aligning actual service delivery with public expectations, and enhancing the perceived value for the public. These efforts will bolster the public's satisfaction level.
全民健身计划是中国的一项战略重点，公众满意度是评估公共服务成效的关键指标。美国顾客满意度指数（ACSI）模型已被证明是评估公共服务满意度的有力工具。本研究的目的是基于ACSI框架构建中国全民健身公共服务的满意度模型，并探究其各组成部分之间的复杂关系。
通过参考ACSI模型和相关学术文献，精心制定评估维度和项目池。在专家小组对初始项目池进行评估后，本研究形成问卷并在广州居民中发放，共收集到1133份有效回复。使用SPSS 22.0和AMOS 16.0软件进行数据分析，以评估测量模型的信效度、结构模型的拟合优度，并分析各路径系数的统计显著性。
公众期望并不直接影响满意度（路径系数0.039，p = 0.103），它对感知质量有显著的直接影响（路径系数0.445，p = 0.003），而感知质量又明显塑造了公众满意度（路径系数0.403，p = 0.005）。感知质量也直接影响感知价值（路径系数0.735，p = 0.006），而感知价值又显著影响公众满意度（路径系数0.554，p = 0.003）。公众满意度直接且显著地影响公众投诉（路径系数0.395，p = 0.003）和公众信任（路径系数0.699，p = 0.003）。
感知质量是影响公众满意度的最关键因素，进而影响公众投诉和信任。健身服务提供者应持续提高服务质量，使实际服务与公众期望相符，并提升公众的感知价值。这些努力将提高公众的满意度水平。
