臺北市跆拳道舘學員對道舘服務品質與學習滿意度之研究

Studies on the Gymnasium Service Quality and Learning Satisfaction Perceived by Members of Taekwondo Gymnasium at Taipei City

劉建成(Chien-Cheng Liu) ； 馮家榆(Yia-Yu Fong)

《運動知識學報》 8期 (2011/08) Pp. 102-117

https://doi.org/10.29596/BGYY.201108.0009

摘要

本研究之目的在探討臺北市跆拳道舘學員對道舘服務品質、學習滿意度各變項內各因素之差異；及不同人口統計變項的臺北市跆拳道舘學員在道舘服務品質、學習滿意度上之差異情形。本研究採用問卷調查法，以自編「臺北市跆拳道舘學員對道舘服務品質感受與學習滿意度問卷」進行調查，道舘服務品質量表建構效度為63.65%、信度Cronbach α為.90，學習滿意度量表建構效度為67.63%、信度Cronbach α為.93。研究方法以分層叢集抽樣抽取有效問卷232份，有效回收率92.8%。問卷回收後，以描述性統計、重複量數單因子變異數分析、獨立樣本t考驗、獨立樣本單因子變異數分析進行統計考驗，本研究之顯著水準訂為α=.05。本研究獲得結果為：一、性別以男性佔71.6%為最多，就學年齡以小學三四年級佔25.0%為最多，跆拳道級別以黑帶佔47.4%為最多，參賽次數以3次以上佔37.5%為最多。二、道舘服務品質之構面中，學員重視程度最高為「有形性」與「信任性」，其次為「同理心」。在不同就學年齡方面，高中以上的學員在「信任性」因素比小學五六年級及國中生高、「同理心」因素比小學六年級以下學員低、「有形性」因素比國中生學員低。在不同跆拳道級別方面，高階色帶學員在「同理心」因素比黑帶學員高。在不同參賽次數方面，參加過1~3次比賽的學員在「有形性」因素比參加過3次以上的學員高。三、學習滿意度之構面中，學員滿意程度最高為「教學規劃」，其次為「場舘設施」，最後是「成果效益」。在不同就學年齡方面，小學三～六年級及國中生在「教學規劃」因素比高中以上學員高；小學五六年級學員在「場舘設施」因素比小學二年級以下及高中以上學員高。在不同參賽次數方面，參加0~3次比賽的學員在「教學規劃」及「場舘設施」因素比參加過3次以上的學員高。

關鍵字

跆拳道舘學員 ； 服務品質 ； 學習滿意度

並列摘要

Purpose of this study intends to explore differences between factors within variables for the gymnasium service quality and learning satisfaction perceived by members of Taekwondo gymnasium at Taipei City, and the differences resulted from different population statistics variable as opposed to the gymnasium service quality and learning satisfaction. This research adopted questionnaire survey and used self-compiled ”The gymnasium service quality and learning satisfaction perceived by members of Taekwondo gymnasium at Taipei City questionnaire” during survey. Construct validity scale for gymnasium service quality was at 63.65%, the coefficient of reliability for Cronbach α was at. 90. Construct validity scale for learning satisfaction was at 67.63% and the coefficient of reliability for Cronbach α was at. 93. Research methodology selected stratified cluster sampling with 232 effective questionnaires disseminated with 92.8% of effectively returned ratio. After questionnaires were collected, they underwent further statistical processing through descriptive statistics, one-way ANOVA (repeated measures), independent sample t test, one-way ANOVA (independent samples). Level of significance for this research was set at α=.05. And the findings of this research were as follow: 1. The male was the predominant gender with 71.6% of the total. Predominant ages of schooling for the participants ranged between the 3rd and 4th grades in elementary schools and accounted for 25.0% of the total participants. Ranking for Taekwondo was predominately in black belt and accounted for 47.4%. The majority number of time in contest participation was three and accounted for 37.5%. 2. Among the dimensions for gymnasium service quality, the highest rating given by members included ”tangibles” and ”trustworthiness” and followed with ”empathy”. In the area of different schooling age, members above high school rated the factor of ”trustworthiness” higher than that rated by those who between 5th and 6th graders and in junior highs respectively; whereas in factor like ”empathy”, the rating was found lower than those from those who with schooling below 6th graders; but the ”tangible” factor was rated lower than those who in junior high. In the aspect of different classes in Taekwondo, members in the higher belt classification rated the ”empathy” higher than those who in black belt. In the different number of contest participation, those who participated between 1 and 3 times in the contests rated ”tangible” factor higher than those who participated more than 3 times in the contests. 3. In the learning satisfaction dimension, ”planning in teaching” was rated with the highest satisfaction level by members, followed by ”gymnasium facility” and the lowest being ”achievement effectiveness”. In the aspect of different schooling age, those who in the 3rd to 6th grades of elementary schools rated the factor ”planning in teaching” higher than that from those who above high schools. For those who in 5th and 6th grades rated the factor ”gymnasium facility” higher than that from those who below 2nd grade of elementary school and those who above high school level. In the different no. of time in contest participation, for those who participated between 0 and 3 times, they rated factors like ”planning in teaching” and ”gymnasium facility” higher than that from those who participated to contests more than 3 times.

並列關鍵字

member of taekwondo gymnasium ； service quality ； learning satisfaction