運用Kano二維品質模式探討室外網球場服務品質

Make use of Kano the two-dimensional quality mode inquire into an Outdoor Tennis Court Service quality

楊雅琪(Yang, Ya-Chi)

《運動健康休閒學報》 9期 (2018/06) Pp. 64-71

摘要

近年來台灣網球在國際體壇上傑出的表現逐漸帶動民眾對於網球運動的風氣，但由於休閒運動產業的特殊性，加上消費者對服務品質的要求與日俱增，使得企業難以滿足消費者的需求。鑒於此，本研究為運用Kano二維品質模式探討室外網球場之服務品質，並找出「魅力品質」。本研究結果將可提供網球業者改善服務品質與提升消費者滿意度之參考。

關鍵字

網球場 ； 服務品質 ； Kano二維品質模式

並列摘要

In recent years Taiwanese tennis the outstanding performance arouse people gradually to exercise to the tennis on the international sport world of custom, but because the recreation exercise special of the industry, plus the consumer's request to the service quality to increase with each passing day, make the hard enterprise satisfy the consumer's need. Owing to this, this research for make use of Kano two-dimensional quality mode to inquire into a service quality of outdoor tennis court, and find out ＂the charm quality＂. This research will be able to provide the tennis as a result the operator improve service quality with promote the reference of consumer's satisfaction.

並列關鍵字

The Tennis Court ； Service Quality and Kano two-dimensional quality mode