高爾夫球練習場顧客對服務品質與滿意度之研究

Research on Customer's Service Quality and Satisfaction in Golf Driving Range

吳穌(Su, Wu) ； 林紀玲(Chi-ling, Lin) ； 陳芷昀(Zhi-yun, Chen) ； 徐健嘉(Jian-jia, Xu) ； 利彥均(Yan-jun, Li)

《休閒運動保健學報》 13期 (2017/07) Pp. 1-18

https://doi.org/10.6204/JRSHP.201707_(13).0001

摘要

本研究目的為分析顧客對高爾夫球練習場各項服務品質與滿意度之差異情形。本研究以便利抽樣方式，針對屏東泰隆高爾夫球場163位消費客戶作為研究對象。本研究工具為自編之「高爾夫球運動俱樂部服務品質、滿意度之研究」問卷。所得資料以SPSS 17.0版統計軟體進行描述統計、獨立樣本t考驗、單因子變異數分析等統計分析，結果發現如下：一、在性別因素上，除整體服務品質有差異存在外，其他服務品質構面與滿意度則無顯著差異情形。二、在年齡因素上，服務品質各構面沒有差異存在，而滿意度則在整體及活動與收費兩方面有差異存在。三、在婚姻狀況因素上，服務品質在有形性構面有差異情形，但事後比較則無差異存在；在滿意度各構面上，未婚者的滿意度顯著高於已婚者。四、在教育程度因素上，服務品質各構面均無差異存在，但滿意度構面中僅活動與收費達顯著差異水準。五、在職業因素上，服務品質各構面均無差異存在，在滿意度各構面差異均達顯著水準，但事後比較則均無顯著差異存在。提升顧客服務品質與滿意度感受，是研究者致力研究的部分，希望藉由本研究能提供相關經營策略訊息給與相關業者與同好參考。

關鍵字

高爾夫運動 ； 服務品質 ； 滿意度

並列摘要

The purpose of this study were to analyze the difference between customer service quality and satisfaction of golf driving range. In order to facilitate the sampling method, this study is aimed at the 163 customers of Pingtung Tailong Golf Course. This research tool is a self-compiled questionnaire on the quality and satisfaction of golf club. The data were analyzed by SPSS 17.0 statistical software. Statistical analysis, t test and One-way ANOVA were analyzed. The results were as follows: 1. In the case of gender factors, there was a difference in the quality of service There was no significant difference between surface and satisfaction. 2. in the age factor, the service quality of the facets there are no difference, and satisfaction in the overall and activities and fees are different. 3. there are differences in the quality of service in the marital status, but there were no difference in the aftermath. In the satisfaction level, the satisfaction degree of the unmarried person is significantly higher than the married .4. there are no differences in the quality of service quality, but there is a significant difference between the activity and the fee. 5. In the occupational factors, there is no difference in the quality of service, and there is no significant difference in the difference between the differences in the dimensions of satisfaction. Enhance customer service quality and satisfaction experience, is the study has been committed to improving the part of the hope that through this study can provide relevant business strategy information to the relevant industry and the same reference.

並列關鍵字

golf ； service quality ； satisfaction