高爾夫球場球員對球場服務品質與滿意度之研究－以2006年Wilson盃高爾夫球錦標賽爲例

A Study of the Service Quality and Satisfaction for the Golf Courts-the 2006 Wilson Golf Championship Game Players as Example

吳振輝(Jean-Huei Wu) ； 杜光玉(Guang-Yu Tu) ； 楊育寧(Yu-Ning Yang)

《嶺東體育暨休閒學刊》 7期 (2009/06) Pp. 87-95

https://doi.org/10.29849/JPELLTU.200906.0009

摘要

本研究旨在透過2006年Wilson盃高爾夫球錦標賽參賽球員的觀點來瞭解其對高爾夫球場服務品質與滿意度之情形。本研究工具主要根據Parasuraman et al.(1985)所提出之「績效與期望差距模式」爲基礎，改編成「高爾夫球場服務品質重視度與滿意度量表」，針對2006年Wilson盃高爾夫球錦標賽參賽球員進行抽樣施測，以瞭解中部三大高爾夫球場服務品質。發出量表350份，回收350份，得有效量表308份，有效回收率爲88%。所得資料以描述統計、因素分析、權重分析進行統計分析，獲致以下結果：一、41~50歲參賽球員所佔人數最多，從事商業佔最多數。二、全國高爾夫球場是本研究參賽球員使用度及滿意度最高的球場。三、參賽球員對高爾夫球場服務需求優先順序前三名分別爲：「球場果嶺草皮維護良好」、「球場發球台美觀、草皮保養好」及「球場的沙坑維護很好」。最後，提供對高爾夫球場經營者以及未來研究之建議。

關鍵字

高爾夫球場 ； 服務品質 ； 顧客滿意度

並列摘要

The purpose of this study is to explore what kind of the relationship between the service qualities and the customers' consumptive behaviors for the golf courts from the golf players of 2006 Wilson Golf Championship Game. Hope to advance the service quality of golf country clubs and customer satisfaction. The questionnaire based on the study of the ”gap between expectation and performance model” of Parasuraman et al. (1985). It was revised to the questionnaire of service quality and satisfaction in golf courts. This study would also investigate in the three bigger golf courts in central Taiwan. 350 participants attended this study and 318 questionnaires were completed. The participation rate was 88%. The collected data were analyzed by descriptive analyses, factor analyses, and weights analyses. The results are as follows: the most people who are 41-50 years and are engaged in business participated the game. The most customers’ satisfaction is the National Garden Golf Court, the second is the Taichung Golf & Country Club. The service needs of the golf courts are as follows: the court preserve the green grass well; the court drive is beautiful and the grass safeguard well; the sand pits preserve well. Finally, these results could provide something for the golf court managers and the further research.

並列關鍵字

golf club ； service quality ； customers' satisfaction