運動健身俱樂部消費者滿意度與抱怨行為之實證研究

The Empircal Study of Consumer Satisfaction in Sport Physique Clubs

韓大衛(David Han) ； 張至滿(Chin-Man Chang) ； 吳龍山(Lung-Shan Wu) ； 黃紹禮(Shaw-Li Huang) ； 蔡妙梧(Miau-Wn Tsai)

《大專體育學刊》 5卷2期 (2003/12) Pp. 133-141

https://doi.org/10.5297/ser.200312_5(2).0011

摘要

本研究以中興健身俱樂部、亞歷山大健康俱樂部消費者為研究對象，採用研究者自編之問卷調查方式，經由隨機抽樣，共獲得有效樣本352份，回收的資料經線性結構關係模式(LISREL)方法進行資料分析。透過消費者參與運動健身俱樂部的事前預期、參與後的實際知覺、整體滿意度、抱怨行為傾向及忠誠度等五個潛在變數，完整探討影響消費者參與運動健身俱樂部滿意度的前因與後果，並建立運動健身俱樂部消費者滿意度模式。本研究發現運動健身俱樂部的消費者其事前期望越高，實際知覺與整體滿意度越高；實際知覺越高，其整體滿意度越高；整體滿意度越高，其忠誠度越高。

關鍵字

滿意度 ； 事前期望 ； 實際知覺 ； 整體滿意度 ； 抱怨行為 ； 忠誠度

並列摘要

The purpose of this study was to investigate the level of satisfaction and the satisfaction model of Sport Physique Club consumers. A self-constructed questionnaire was employed and, by random sampling, 352 valid samples were administered in this study. The obtained data was analyzed and reported by LISREL. The consumers’ satisfaction model of sport physique club was established through the five latent variables: the expectations prior to participation, the post-participation experience, the satisfaction as a whole, the complaint behavior, and the loyalty. The results of the study indicated that when the consumers of sport physique club had higher expectancy prior to participation, the post-participation experience and the satisfaction as a whole were higher, thereby resulting in a higher level of loyalty. Therefore, according to the results, the consumer satisfaction model of sport physique club was established.

並列關鍵字

satisfaction ； expectancy before participation ； true feeling after participation ； satisfaction as a whole ； complaint behavior ； loyalty

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