運動俱樂部消費者休閒動機、服務品質與滿意度之研究－以立德南科健康生活館為例

Research on Recreation Motives, Service Quality and Satisfaction of Consumers of Sports Club-An Example of Leader Wellness Center

游正忠(Cheng-Chung Yu) ； 李偉民(Wei-Min Lee)

《高應科大體育》 13期 (2014/12) Pp. 182-199

摘要

本研究主要目的在探討運動俱樂部消費者之休閒動機、服務品質、滿意度及其彼此間相關情形。本研究採用問卷調查法以「運動俱樂部消費者之休閒動機、服務品質與滿意度調查問卷」為研究工具，內容分為消費者基本資料、休閒動機服務品質與滿意度。以立德南科健康生活館之消費者為研究對象，調查所得資料以描述性統計、卡方檢定、單因子變異數及皮爾遜積差相關探討相關情形所得結論如下:1.消費者以男子、年齡「31－40」、教育程度「大專以上」、職業分佈「工程師」所佔比例最高；運動參與方面以每週「2－3」次、「2小時」最多。2.休閒動機由高而低分別為「身心健康需求」、「社會需求」及「成就需求」。3.服務品質由高而低分別為「服務素質」、「人員專業」、「課程設備」及「獨特性」。4.各面滿意度由高而低分別為「人員服務」、「實體感受」及「商品資訊」。5.服務品質與滿意度之間達顯著正相關意義。

關鍵字

運動俱樂部 ； 休閒動機 ； 服務品質 ； 滿意度

並列摘要

The study aimed to understand the recreational motives, service quality of sports club, satisfaction, and related situations of consumers who go to sports clubs. The research adopts questionnaire method with the research tool of ＂Questionnaire of Recreational Motives, Service Quality and Satisfaction of Consumers of Sports Club＂. In the investigation, there are basic information, recreational motives, service quality, and satisfaction. Taking consumers of Leader Wellness Center as research targets and the data was analyzed by mean values, standard deviation, T-test, one-way ANOVA, and multiple regression. The findings are summarized as follows: 1. Male engineer, aged from 31 to 40 and with college or above degrees, among all consumers rank the highest, in the aspect of sports participation, two to three times a week and two hours per time rank the highest. 2. Recreational motives from the highest to the lowest were as follows: Physical and Mental Needs, Accomplishment Needs, and Social Needs. 3. Service quality from the highest to the lowest was as follows: Service Quality, Personal Professions, Courses and Equipments, and the lowest is Uniqueness. 4. In general satisfaction rate was quite low, below Satisfaction degree. Further viewed from every aspect the general satisfaction situation from the highest to lowest was as follows: Personal Service, Actual Feelings, and Products Information. 5. Between service quality and satisfaction there is distinct positive correlation.

並列關鍵字

Sports Club ； recreation motives ； service quality ； satisfaction