- 期刊
全國社區學生棒球大賽服務品質、滿意度及再參加意願之研究
A Study on Service Quality, Satisfaction, and Intention to Re-participate in the National Community Student Baseball Tournament
摘要
本研究旨在探討全國社區學生棒球大賽家長對於賽事服務品質、滿意度及再參加意願之現況，並分析其家長在賽事服務品質、滿意度及再參加意願於不同個人背景變項之差異情形。本研究以112年全國社區學生棒球大賽家長為研究對象，並採用問卷調查法進行資料蒐集，共發出316份問卷，回收有效問卷307份，研究工具為「全國社區棒球大賽家長對賽事服務品質、滿意度及再參加意願之研究問卷」，統計分析採用獨立樣本t檢定、單因子變異數分析、雪費法事後比較及皮爾森積差相關分析。結果：一、全國社區學生棒球大賽家長對於賽事服務品質、滿意度及再參加意願，最高為「再參加意願」向度；其次為「賽事服務品質」向度；最低為「賽事滿意度」向度。二、不同背景變項的家長對於賽事服務品質、滿意度及再參加意願上，在不同學歷、不同參加次數、不同參賽區別、不同小孩性別皆達顯著差異，透過事後比較發現，僅學歷為高中職（含）以下的參賽學童家長，對於賽事服務品質的同理心高於學歷為專科大學以上的家長。三、全國社區學生棒球大賽服務品質、賽事滿意度及再參加意願之間具有顯著的正向關係。結論：透過本研究可發現，全國社區學生棒球大賽服務品質的優劣，將影響其對賽事滿意度及再參加意願，建議未來主辦單位在賽事辦理應管控服務品質各面向因素，並針對參加者回饋進行來年賽事辦理修正之依據。
並列摘要
This study aimed to investigate the status of parents' perceptions regarding the service quality, satisfaction, and intention to participate again in the National Community Student Baseball Tournament. It also analyzed the differences in parents' perceptions of service quality, satisfaction, and intention to re-participate based on various personal background variables. The study focused on parents of the 2023 National Community Student Baseball Tournament and employed a questionnaire survey method to collect data. A total of 316 questionnaires were distributed, and 307 valid responses were collected. The research tool was used the "Research Questionnaire on Parents' Perceptions of Service Quality, Satisfaction, and Intention to Participate Again in the National Community Baseball Tournament." Statistical analysis included independent sample t-tests, one-way ANOVA, Scheffé's post hoc comparison, and Pearson's correlation analysis. Results: 1. Parents of the National Community Student Baseball Tournament rated their intention to re-participate as the highest dimension, followed by service quality, and the lowest dimension was satisfaction. 2. Parents' perceptions of service quality, satisfaction, and intention to re-participate showed significant differences based on different educational backgrounds, participation frequencies, competition divisions, and the gender of their children. Post hoc comparisons revealed that parents with a high school education or below showed higher empathy for service quality compared to parents with a college education or above. 3. There was a significant positive relationship among service quality, satisfaction, and intention to re-participate in the National Community Student Baseball Tournament. Conclusion: This study revealed that the service quality of the National Community Student Baseball Tournament affected parents' satisfaction and intention to re-participate. It is recommended that future organizers of the tournament focus on controlling the various aspects of service quality in event management and make necessary adjustments based on participant feedback for the following year's tournament.