服務補救滿意度、關係品質、行為意向關係之研究 －以台中市健身俱樂部為例

The Study on Relationship among Service Recovery Satisfaction, Relationship Quality and Behavior Intention －An Example of Fitness Health Clubs in Taichung City

張玉燕(Yu-Yen Chang)

指導教授 ： 張君如

朝陽科技大學/管理學院/休閒事業管理系/碩士(2010年)

摘要

本研究採立意抽樣法選取台中市5家健身俱樂部進行問卷發放，探討服務補救滿意度、關係品質、行為意向間之關係。正式問卷發放時間為2010年5月17日6月6日，共發出300份，回收300份，扣除12份填答不完整的問卷後，有效問卷共計288份，有效回收率達96％。使用SPSS12.0為本研究的統計軟體，統計分析方式則包含敘述性統計、信度分析、效度分析、因素分析、單因子變異分析、獨立樣本t考驗、Pearson 積差相關分析與階層迴歸分析。
研究結果顯示如下：
一、不同會員的平均每月薪資與健身俱樂部經營類型等變項對服務補救滿意度有顯著性的影響。
二、不同會員的年齡、平均每月薪資、健身俱樂部經營類型等變項對關係品質皆達顯著性影響。
三、不同會員的教育程度與健身俱樂部經營類型等變項對行為意向有顯著性的影響。
四、健身俱樂部服務補救滿意度、關係品質、行為意間有顯著的相關性。
五、健身俱樂部服務補救滿意度對行為意向間，關係品質具有部分的中介效果。

關鍵字

服務補救滿意度 ； 關係品質 ； 行為意向 ； 健身俱樂部

並列摘要

This purpose of this study was to investigate the relationship among service recovery satisfaction, relationship quality, and behavior intention. Purposive sampling was used to select 5 fitness health clubs in Taichung city. The collection of the data was from 2010/05/17 to 2010/06/06. A total of 300 questionnaires had been distributed, of which 300 had been retrieved. After removing 12 uncompleted questionnaires, there were collected 288 valid samples, and the response rate was 96％. SPSS12.0 software was used for this study. The data were analyzed by descriptive statistics, reliability, validity, factor analysis, one-way ANOVA, T-test, Pearson correlation and hierarchical multiple regression.
The findings of this study were as follows:
1.There were significant differences between monthly average salary of different members, the class of fitness health clubs management and service recovery satisfaction.
2.There were significant differences between age, monthly average salary of different members, the class of fitness health clubs management and relationship quality.
3.There were significant differences between education of different members, class of fitness health clubs management and behavior intention.
4.There were significant correlated between service recovery satisfaction, relationship quality, behavior intention of the fitness health clubs.
5.Relationship quality was a mediator between service recovery satisfaction and behavior intention of the fitness health clubs.

並列關鍵字

Service Recovery Satisfaction ； Relationship Quality ； Behavior Intention ； Fitness Health Clubs

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