金門縣身心障礙運動會服務品質與滿意度相關之研究

A Study of the Relationship of Service Quality and Attendee's Satisfaction for the Disabled Game at Kinmen county, Taiwan

謝宛儒(Wan-Ju Hsieh) ； 胡巧欣(Chiao-Hsin Hu) ； 吳一德(I-Te Wu)

《運動休閒管理學報》 12卷3期 (2015/09) Pp. 1-19

https://doi.org/10.6214/JSRM.1203.001

摘要

目的：在探討金門縣身心障礙運動會的服務品質與滿意度間的關係。方法：以參與金門縣身心障礙運動會的相關人員（參賽選手的家長、教師、鄉鎮公所、身心障礙者家長協會等）為研究對象，採隨機取樣，發出120份問卷，回收有效問卷共117份，有效問卷回收率97.5%。以次數分配、百分比、單因子變異數分析、Scheffe法事後比較及典型相關以進行相關分析，顯著水準定為α=.05。結果：一、受試者以女性居多，年齡皆在31-40歲者，多為特教教師，且參加次數則以三次以上者為多數。二、服務品質得分以反應性（3.58±.80）為最高，依序為可靠性、保證性、關懷與有形性。經事後比較發現有形性面向在特教助理員感受顯著高於其他及普通班教師；關懷性面向在特教教師感受顯著高於普通班教師。滿意度得分以人力資源分配為最高（3.50±.84），依序為場地設施、便利性、賽程規劃與環境衛生。經事後比較發現便利性面向在特教教師及特教助理員感受顯著高於學校行政人員；人力資源面向在特教教師及特教助理員感受顯著高於普通班教師。三、服務品質五個構面與滿意度五個構面的各個構面間皆達顯著的正相關。結論：服務品質的各個構面皆會影響滿意度，參賽選手感受到賽會的服務品質知覺越高，則選手的滿意度會越高。

關鍵字

金門地區 ； 身心障礙 ； 服務品質 ； 滿意度

並列摘要

Purpose: We aim to investigate the the relationship of service quality and attendee's satisfaction for the Disabled Game at Kinmen county, Taiwan. Method: The attendees mostly came from teachers, parents of students, country institutions, disabled people etc. We distributed the 120 questionnaires randomly, 117 issues are recovered of which effective rate is 97.5 %. Then we analyze the questionnaires with statistical analysis techniques such as: frequency distribution, percentage, one-way ANOVA, Scheffe method and typical relationship. Significant level α = 0.05. Results: Most attendees are ladies majoring in Special Education, their age: 31 - 40 years old, mostly they attended this special game more than 3 times. The quality of service is as follows: response rate 3.58 ± .80 is the highest, and then reliability, hospitability, safety and practical assistance. Scheffe's test found special education paraprofessionals concerned Practical Assistance while special education teachers concerned Safety more than the normal class teachers. Human resources distribution/assignment got the most satisfactory 3.50 ± 0.84 and then site facilities, convenience, game planning and hygiene of environment/site. Scheffe's test found special education teachers and paraprofessionals emphasized Convenience more than administrative personnel, while Human Resources Distribution/Assignment more than normal class teachers. The aforementioned five parameters: response rate, reliability, hospitality, safety and practical assistance existed positive relationship. Conclusion: Factors related to service quality should affect the satisfaction of attendees. However, the good cognition of attendee might lead to be satisfactory.

並列關鍵字

Kinmen Area ； Disabled People ； Service Quality ； Satisfaction

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