運動健康俱樂部服務品質對顧客滿意度與再購意願影響之研究

The Movement Healthy Club Service Quality with Buys Research Again the wish Influence to the Customer Degree of Again the Satisfaction

邱裕新(Yu-Shin Chiu)

《運動知識學報》 4期 (2007/06) Pp. 315-322

https://doi.org/10.29596/BGYY.200706.0032

摘要

本研究主要是探討運動健康俱樂部會員對服務品質與顧客滿意度與再購意願之研究，並了解因素其間的差異性與交互作用。本研究抽樣是以台灣地區北部、中部與南部各3所運動健康俱樂部，各50人爲樣本數，總共抽取1050人實施本問卷調查。統計方面是以次數、百分比、標準差、因素分析、Pearson相關分析、獨立樣本t檢定與多變量分析(MANOVA)進行分析。本研究結果顯示在服務品質因素分析，以相關性分析顯示「有形性質」和「向該單位上級管理階層申請訴願」之相關程度最高，表示關係相當密切。在獨立樣本t檢定顯示：男性比女性更同意在服務品質中有形性質、回應性質及保證性質同理心質；顧客滿意度中有相關硬體設施滿意度；再購意願中有負面形象、該單位上級管理階層申請訴願及正面形象等因素之分析。不同人口統計變項對運動健康俱樂部服務品質、顧客滿意度與再購意願之間有顯著差異。多變量分析顯示年齡、婚姻、學歷、職業、月收入與居住所等，在運動健康俱樂部服務品質、滿意度與顧客再購意願之多變量分析當中，部份因素均達顯著之水準。

關鍵字

運動健康俱樂部 ； 服務品質與滿意度 ； 再購意願

並列摘要

This research is mainly discusses the movement healthy club member to serve the quality and the customer degree of satisfaction with buys research of again the wish, and understands during the factor the difference and the correlation. This research sampling is by Taiwan area north, middle and south each 3 movement healthy club, each 50 artificial sample numbers, altogether extract 1050 people to implement interrogate the volume investigation. The statistical aspect is by the number of times, the percentage, the standard deviation, the factor analysis, the Pearson correlation analysis, the independent sample t examination and the multivariable analysis (MANOVA) carries on the analysis. This findings demonstration in the service quality factor analysis, by the relevant analysis demonstrated that ”the visible nature” and the relativity is highest ”to this unit higher authority management echelon application petition”, the expression relations are quite close. Demonstrated in the independent sample t examination: The male agrees compared to the female in the service quality the visible nature, the response nature and the guarantee nature likewise heart nature; In the customer degree of satisfaction has the related hardware facility degree of satisfaction; Buys in the wish to have the negative image, this unit higher authority management echelon analyzes of factor the again and so on application petition and positive image. The different population statistic to the movement healthy club service quality, the customer degree of satisfaction with buys between the wish to have the remarkable difference again variable, Multivariable analysis demonstration age, marriage, school record, occupation, month income and housing and so on, in the movement healthy club service quality, the degree of satisfaction and the customer buy multivariable of analysis middle again the wish, the partial factor reaches the remarkable standard.

並列關鍵字

The movement healthy club ； the service quality and the degree of satisfaction ； buy the wish again