大台南地區運動健身俱樂部會員服務品質、滿意度與忠誠度之因果徑路關係研究

The Structural Equation Model of Quality of Service, Members' Satisfaction and Loyalty of Fitness Center in Tainan

洪珠媚(Ju-Mei Hung)

《北體學報》 15期 (2007/11) Pp. 193-203

https://doi.org/10.6167/TPEC/2007.15.18

摘要

本研究之目的在於探討俱樂部所提供之各項服務品質、滿意度及忠誠度之結構方程式模式(SEM)因果徑路關係。本研究以問卷調查法來收集所需資料，問卷包含：一、服務品質量表；二、滿意度量表；三、忠誠度問卷。
本研究以台南地區健身俱樂部為研究對象，以便利取樣方式，每間俱樂部發放150份問卷，共計發放600份正式問卷，回收問卷521份，剔除資料填答不全者，合計有效樣本為504份，有效回收率為84.00%。本研究資料處理採結構方程式模式。本研究主要結果為：「服務品質-滿意度-忠誠度」因果徑路模式是適合的，亦即，服務品質愈高則滿意度愈高；會員滿意度愈高則忠誠度愈高；而會員服務品質愈高則忠誠也會愈高。

關鍵字

結構方程模式 ； 因果徑路

並列摘要

The purpose of the present study was to investigate the relationship among quality of life, satisfaction, and loyalty. Three questionnaires were utilized for data collection including (a) Quality of Service Inventory; (b) Satisfaction Inventory. and (c) Loyalty Inventory.
The sample was 600 members selected from members participating in fitness center in Tainan. From the survey returned, 521. Descriptive statistics, independent sample Structural Equation Model were computed for data analysis.
The results indicated that quality of service and satisfaction, satisfaction and loyalty, and satisfaction and loyalty were positively correlated significantly.

並列關鍵字

Structural Equation Model ； Satisfaction ； Loyalty

參考文獻

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