室外網球場服務品質分析與改善之研究－IPA與Kano二維品質模式應用

A RESEARCH ON THE ANALYSIS AND IMPROVEMENT OF SERVICE QUALITY OF OUTDOOR TENNIS COURT - AN APPLICATION OF IMPORTANCE-PERFORMANCE ANALYSIS AND KANO TWO-DIMENSIONAL QUALITY MODEL

楊雅琪(Ya-Chi Yang)

《Journal of Data Analysis》 14卷2期 (2019/04) Pp. 69-86

https://doi.org/10.6338/JDA.201904_14(2).0004

摘要

隨著健康觀念意識的提升，民眾在運動的時間與花費上有明顯的上升。網球運動也成為近年來發展最快的運動之一。本研究為利用問卷調查方式並且結合重要度－滿意度分析法、Kano二維品質模式，進行探討台中市室外網球場之服務品質。從397份有效樣本分析結果發現，最需優先改善的服務品質是「網球場能提供正確的帳單和交易資料」，但是落在「無差異品質」，而「網球場能時常更換新球網」是屬於「魅力品質」及落在「繼續保持」。

關鍵字

網球場 ； 服務品質 ； 重要度－滿意度分析 ； Kano二維品質模式

並列摘要

With increasing health consciousness, people have spent more time and money in their exercise time. Tennis has also become one of the fastest growing sports in recent years. This study used questionnaires and integrated importance-performance analysis (IPA) and Kano two-dimensional quality model to explore the service quality of outdoor tennis court in Taichung. Through 397 effective samples are analyzed, the results of this study revealed that ＂Tennis court can provide correct bill and consuming records＂ is the priority service quality for improvement, but indifferent service quality, and ＂Tennis court can replace new net frequently＂ is the attractive quality and must keep up the good work.

並列關鍵字

Tennis court ； service quality ； importance-performance analysis (IPA) ； Kano two-dimensional quality model

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