臺北市市民運動中心顧客滿意度指標之建構

Constructing a Customer Satisfaction Index for Public Sports Centers in Taipei City

黃蕙娟(Hui-Chuan Huang)

《體育學報》 45卷4期 (2012/12) Pp. 321-338

https://doi.org/10.6222/pej.4504.201212.0806

摘要

因應坐式生活形態，加以為順應國際潮流並解決空間不足之窘境，臺北市政府於各行政區闢建便捷、優質且多功能之運動環境。然運動中心以提供運動服務為主，屬高度服務性行業，因此，「使用者滿意度」為關鍵成功要素。有鑑於此，目的：一、彙整現有文獻，建立指標基礎；二、建構顧客滿意度構面與指標內涵。方法：應用修正式德爾菲法，蒐集、彙整與分析相關文獻，歸納核心因子，再進行產官學3回合德爾菲法，整合意見，建構滿意度構面與指標。結果：文獻分析顯示，顧客為研究者為近來研究者最為重視者，而又以滿意度為重點議題。另經德爾菲結果，確認指標同意度達80%保留，滿意度共分6構面，計48題。結論：運動中心應定期調查顧客之滿意情形，以提昇市民之滿意度。本研究成果可作為：一、業務主管機關在評鑑績效之參考指標；二、業管單位規劃、營運及提高績效之參考；三、各運動中心橫向比較之基礎。

關鍵字

公立運動場館 ； 德爾菲法 ； 消費者

並列摘要

In response to sedentary life-styles, in order to adapt to international trends, overcome serious deficiencies in provision of sports and recreational facilities, Taipei City had launched a plan to construct convenient and high quality multi-purpose sports centers in each of its administrative districts. In addition, sports centers primarily provide sports services, they should be considered part. Purpose: of a high-level service industry. Therefore, ”user satisfaction” is a vital functional requirement. On this basis, the aims of the paper were: (1) Constructed the basis for an index of user satisfaction based on the existing literature; (2) Constructed the dimensions of customer satisfaction and a customer satisfaction index. Methods: Used modified Delphi method to collect, organize, and analyze related literature, categorizing according to core categories. A 3-round Delphi method was applied to gather the evaluations and judgments of producers, officials and experts, constructing the dimensions and indiced of customer satisfaction. Results: Analysis of the literature showed that customers had been the primary focus of recent research, with customer satisfaction a core research topic. The Delphi method gave an 80% degree of agreement across a total of six dimensions and 48 items. Conclusion: Sports centers should regularly survey customer satisfaction in order to increase the public's level of satisfaction with sports centers. This research can act as (1) A reference for the authorities to assess performance; (2) A reference for the authorities on sports center planning, operation, and increased performance; (3) A basis for horizontal comparison of sports centers.

並列關鍵字

public sports complex ； Delphi method ； consumers

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