室內溫水游泳池顧客之體驗滿意度量表編製研究

The Development of the Scale of Customers' Satisfaction towards Indoor Swimming Pools

陳文銓(Wen-Chung Chen) ； 張家銘(Chia-Ming Chang) ； 李一民(Yi-Min Li)

《生物與休閒事業研究》 3卷2期 (2005/12) Pp. 111-125

https://doi.org/10.30133/BLIR.200512.0002

摘要

本研究主要目的在藉由理論探討及實證性研究分析，以建立室內溫水游泳池顧客滿意度量表。第一階段先以屏東市四家溫水游泳池178位受試樣本，經由項目分析、探索性因素分析及Cronbach α信度等方式進行分析量表信、效度檢驗，結果滿意度量表獲得四個因素：服務品質與態度、環境設施、游泳活動與餐飲服務及游泳相關服務。總解釋變異量為69.06%，總量表Cronbach's α係數為0.92，顯示滿意度量表具有高的信、效度。第二階段以高雄市、高雄縣及屏東縣等三縣之室內溫水游泳池363位受試樣本，進行驗證性因素分析，結果顯示滿意度量表之因素結構，從絕對適配量指標、增值適配量指標及簡效適配量指標等，大部分評估指標皆通過可接受門檻標準，因此滿意度模式是一個有建構效度的模式。在量表之信度分析，結果顯示整體建構信度值為0.87，表示具有高的建構信度。綜合以上分析結果，表示此量表可有效作為溫水游泳池顧客之體驗滿意度測量工具。

關鍵字

顧客滿意度 ； 室內溫水游泳池 ； 探索性因素分析 ； 驗證性因素分析

並列摘要

The purpose of this study was to develop ”The Scale of Customers' Satisfaction towards Indoor Swimming Pool” by means of theoretical exploration and experimental analysis. In the first phase, tested samples selected from 178 customers of four indoor swimming pools in Pingtung City were applied for analyzing the reliability and validity of the scale by means of item analysis, factor analysis, and Cronbach α. Four factors were obtained from the satisfaction scale: service quality and attitude, environment facility, swimming activities, food & beverage and swimming related service. From the total explanatory variation, 69.06%, and the total Cronbach's α, 0.92, it's shown that the satisfaction scale is of high reliability and validity. In the second phase, tested samples selected from 363 customers of the indoor swimming pools in Kaohsiung City, Kaohsiung County, and Pingtung City were applied for conducting confirmatory factor analysis. Concerning the factor structure of the satisfaction scale, it's shown from the absolute fit measures, incremental fit measures, and Parsimonious fit measures that most of the evaluation measures have passed acceptable standards. Thus, the satisfaction model is a model with construct validity. Regarding the reliability of the scale, from the overall construct reliability, 0.87, it's shown that the scale is of high construct reliability. Accordingly, from the findings of the foregoing analyses, it’s concluded that this scale could be served effectively as a tool for measuring the customers' satisfaction towards indoor swimming pools.

並列關鍵字

customers' satisfaction ； indoor swimming pool ； exploratory factor analysis ； confirmatory factor analysis