應用KANO及IPA模式探究弘光科大健身中心之服務品質

Use Kano and IPA Model to Explore the Service Quality of Hungkuang University Fitness Center

吳牧臻(Mu-Chen Wu)

《弘光學報》 90期 (2022/09) Pp. 47-63

https://doi.org/10.6615/HAR.202209_(90).0004

摘要

弘光科大健身中心提供全校師生使用，本研究利用Kano二維模式及重要－表現度分析法探討其服務品質的表現，並以服務品質SERVQUAL量表22題為基礎設計問卷題目，問卷回收218份，有效問卷217份，回收率為99%。二維品質模式分析結果，弘光科大師生對於健身中心的品質屬性皆是「無差異品質屬性」，顯示師生對於這22項服務提供與否都不會影響他們對健身中心的滿意程度。至於重要度與表現之滿意度的研究結果如下：「繼續保持」有10項，意謂重要度與表現之滿意度皆高，表示師生對於健身中心這10項目的表現相當滿意，可以繼續保持現有的服務。「過度努力」有2項，乃指重要程度不高，表現之滿意度卻很高，表示弘光師生對於這2個項目已相當滿意甚至過剩，勿再將可用資源投入這2個項目。「次要改善」的6項，代表重要度與表現之滿意度均不高，屬於次要改善的順序。未來人力經費及各項資源充足後，改善這6項可以提升健身中心的競爭力，將劣勢轉為優勢。「優先改善」有3項，意即重要度高，但表現之滿意度不高，這3個項目是健身中心會員還不滿意的項目，需要深入瞭解原因並予以改善，才能提高滿意度，防止會員流失。研究結果可提供弘光科大健身中心管理者未來強化服務品質之參考建議！

關鍵字

健身中心 ； 服務品質 ； 二維品質模式 ； 重要－表現度分析

並列摘要

The fitness center of Hungkuang University is used by teachers and students of the whole school. This study uses the Kano two-dimensional model and the important-performance analysis method to explore the performance of its service quality, and designs the questionnaire based on the 22 questions of the service quality SERVQUAL scale. 218 questionnaires were collected , 217 valid questionnaires, with a recovery rate of 99%. According to the results of the Kano model analysis, the quality attributes of the fitness center of Hungkuang teachers and students are all ＂indifferent quality attributes＂, which shows that whether the teachers and students provide these 22 services will not affect their satisfaction with the fitness center. The research conclusions on importance and satisfaction are as follows: There are 10 items in ＂continue to maintain＂, which means that both the importance and satisfaction are high, indicating that teachers and students are quite satisfied with the performance of these 10 items and can continue to maintain the existing Service. There are two items in ＂excessive effort＂, which means that the degree of importance is not high, but the satisfaction is high. It means that the teachers and students of Hungkuang are quite satisfied with these two items and do not invest available resources in these two items. The six items in ＂minor improvement＂ indicate that neither the importance nor satisfaction is high, and they belong to the order of minor improvement. In the future, when human resources and various resources are sufficient, improving these 6 items can enhance the competitiveness of the fitness center and turn disadvantages into advantages. There are 3 items in ＂priority improvement＂, which means that the importance is high, but the satisfaction is not high. These 3 items are the items that fitness center members are not satisfied with. It is necessary to understand the reasons and improve them to increase satisfaction and prevent the loss of members. The research results can provide reference suggestions for the managers of Fitness Center of Hungkuang University to strengthen service quality in the future!

並列關鍵字

Fitness Center ； Service Quality ； Kano Model ； Importance- Performance Analysis

參考文獻

弘光健身中心官方網站。上網日期：2020年8月1日，檢自：http://phy.hk.edu.tw/intro/super_pages.php?ID=Introduction

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