全國身心障礙國民運動會服務品質與滿意度相關之研究

張佑嘉 ； 黃美珍

《高師大體育》 10期 (2012/11) Pp. 58-74

https://doi.org/10.6305/PENKNU.2012.10.5

摘要

本研究以全國身心障礙國民運動會之服務品質與滿意度為研究主題，以101年全國身心障礙國民運動會之參賽選手為研究對象，共計回收有效問卷515份，以描述統計及典型相關分析結果。本研究結果發現：一、參賽選手以男性居多；年齡以41～50歲以下所佔比例最多；教育程度以高中職學歷人數最多；障礙種類以肢障選手居多；參賽項目以球類項目之參賽選手最多；選手代表縣市以南部地區為多；參加次數則以三次以上者為多數。二、服務品質依序為：反應與保證性、可靠性、有形與關懷性；滿意度依序為：人力資源分配、便利性、環境衛生、場地與賽程規劃。三、服務品質的三個構面：「有形性與關懷性」、「反應性與保證性」、「可靠性」與滿意度的四個構面：「便利性」、「人力資源分配」、「衛生環境」、「場地與賽程規劃」間皆有顯著相關。根據結論提供以下建議做為參考：1.持續辦理相關賽事並鼓勵更多女性選手參與；2.提升服務品質，以提高選手滿意度；3.場地與賽程規劃應考量其便利性。

關鍵字

全國身心障礙國民運動會 ； 服務品質 ； 滿意度

並列摘要

The purpose of this study was to understand the service quality and satisfaction of athletes for the 2012 National Disabled Games in Kaohsiung. The study was 515 valid questionnaires completed by athletes of the 2012 National Disabled Games. The questionnaires were analyzed by descriptive statistics and canonical correlation. The results of this study were as follows: 1.Most athletes were males, aged of 41 and 50 years old, with high school-educated background, physically-challenged athletes in the majority of the disabled kinds, the athletes of ball-game events in the majority, and with the athletes from the southern areas in the majority and they've participated in the game more than three times. 2.The service quality in order of the average scores were ”responsiveness and assurance”, ”the reliability”, and ”the tangibles and empathy”; the satisfaction in order of the average scores were ”the distraction of human resources”, ”convenience”, ”the environmental health”, and ”the facility and arrangement of the sport schedules”. 3. There was a positive relativity found from the three constructs of the service quality: ”the tangibles and empathy”, ”responsiveness and assurance”, ”the reliability” and from the four constructs of the satisfaction: the ”convenience”, ”the distraction of human resources”, ”the environmental health”, and ”the facility and arrangement of the sport schedules”. Finally, based on the research results, the suggestions of this study are as the follow: 1. keeping holding the related sporting events and encouraging more female athletes to participate in the events.; 2. promoting ”the service quality” and ”the satisfaction” of athletes; 3. considering the ”convenience of the place and sports schedules”.

並列關鍵字

National Disabled Games ； service quality ； satisfaction