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游泳池服務品質之實證研究 - 以彰化縣ABC泳健世界俱樂部為例

指導教授 : 錢紀明
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摘要


本研究的主要目的在於瞭解彰化縣ABC泳健世界俱樂部的會員類別變項特徵,以分析現有市場;以及瞭解會員對俱樂部所提供之期望與實際感受;並瞭解俱樂部的服務品質是否有缺口存在,及針對影響服務品質因子之調查與分析,找出品質認知差距,以作為彰化縣ABC泳健世界俱樂部改善品質之依據。研究對象為彰化縣ABC泳健世界俱樂部的226位會員,並以「彰化縣ABC泳健世界俱樂部服務品質調查問卷」為研究工具,進行調查之後,根據實際調查所得的資料,分別以描述性統計(次數分配百分比、平均數)、t-test檢定、卡方考驗、變異數分析及Duncan變異比較方法等統計方法進行資料分析處理,結果發現: 一、 彰化縣ABC泳健世界俱樂部的會員中以男性會員所佔的比率較高,年齡則集中在46歲以上居多,其中又以46~55歲居多,學歷則以高中者居多,職業分佈大多為商業,會員每月使用俱樂部的次數以21次以上者居多,而每次使用時間大部分在2小時以內。 二、 會員對預期服務品質較重視的項目,除了「販賣區服務項目足夠」及「各項設施使用方式標示清楚」這2項以外,其餘18個項目皆非常重視。 三、 會員對於服務品質實際感受方面,除了在「販賣區服務項目足夠」、「救生員的值勤安全維護性高」、「救生員能迅速的提供幫助」及「游泳訓練班的師資專業能力強」等4個方面有負面評價外,其餘16個實際感受服務品質項目皆為正面評價,顯示出會員對俱樂部實際感受服務品質良好。 四、 會員對於整體服務品質的看法為:大多數會員對於俱樂部的服務品質抱持著肯定的態度,認為服務品質介於好與很好的就占了68.3%,其中有43.1%的會員認為服務品質很好;至於認為服務品質差的則只占了13.7%,而認為服務品質很差的則沒有。整體而言,會員對於俱樂部的服務品質評價算是相當的高。 五、 將預期服務品質與實際感受服務品質在各項目之差異分析,結果發現所有衡量項目中(缺口1到缺口5),有九個衡量項目因素的統計結果達到顯著水準(P<.05)。這顯示出會員所預期的服務品質與俱樂部提供的服務品質實際感受之後確實有缺口存在。

關鍵字

游泳池 服務品質 缺口

並列摘要


The purposes of this study were to(a)reveal the classified variables characteristics of ABC swimming and health club members in Chuang Hu County and analyze present market,(b)understand the members’ expectancy of the club and real experiences and find out the gap of the club service quality ,(c)survey and analyze those facts which were influential in service quality. It tried to uncover quality cognition gap and help ABC swimming and health club improve its service quality . Two hundred and twenty-six members served as the subjects of this study. The instrument “the questionnaive of the service quality of ABC swimming and health club in Chuang Hu Count.” The data collected were further analyzed with descriptive statistics (including frequency distribution percentage, mean), t-test, Chi-square tests, analysis of variance and Ducan multiple T-comparison. With in the scope of the study, it was concluded that : 1.The ratio of male members was higher than female members; the majority of members were over 46 years old; most of them were between 46 and 55 years old; besides, most of them owned the degree of senior high school and were businessman. Most attended the club 21 times per month and stayed for less than 2 hours everytime. 2.Except two items, “the sufficiency of service in vending area” and “clear directions for using every equipments.” club members pay great attention to other 18 items. 3.Club members’ real experience of service quality : Club members had negative evaluation in four items, “the sufficiency of service items in vending area” , “plenty safeguard of the lifeguard on duty” , “prompt assistance of lifeguard” , “Teachers’ professional qualication in swimming training class” . However, club members have positive evaluation toward other 16 items. It presented that most club members were satisfied with club service quality. 4.Club members’ opinion on general service quality between excellent level and fine level has reached 68.3%. Some of them(43.1%)highly affirmed to club’s service quality. Fewer club members(13.7%)evaluated the service quality negatively. No one totally negated the club service quality. 5.Analyzed the difference between expectancy of the service quality and practical experience of service quality, we found that in all estimative items (from gap1 to gap5), there were 9 estimative items had reached obvious standard(p<0.5). The outcome of the study revealed that there were gaps indeed between club members’ expectancy of the service quality and practical service quality offered by the club.

並列關鍵字

swimming pool service quality gap

參考文獻


李明榮。(民86)。從生活型態看休閒文化演進。師友,336期,4-9。
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