臺北市中山區市民運動中心服務品質與關係品質之研究

本研究旨在探討服務品質與關係品質之關係，採取問卷調查法，針對臺北市中山區市民運動中心使用者進行便利抽樣，並以「服務品質問卷」與「關係品質問卷」作為研究工具，總計發出問卷275份，有效問卷為254份。資料回收整理後以獨立樣本t檢定、單因子變異數分析以及多元迴歸分析等方法進行處理，研究結果如下：一、使用者之服務品質認知，以保證性構面為最高。二、使用者之關係品質認知，以滿意構面為最高。三、在服務品質方面，年齡對反應性呈顯著差異；教育程度對關懷性與反應性呈顯著差異；使用時間亦對關懷性呈顯著差異。在關係品質方面，居住地對承諾與滿意呈顯著差異，使用頻率亦對承諾呈顯著差異。四、服務品質和關係品質各構面間均呈顯著正相關，並以可靠性與信任相關最高。五、服務品質的可靠性、有形性均對關係品質三構面有正向影響。本研究最後建議中心經營團隊一方面可更落實所承諾的服務，深化使用者對中心的承諾感，另一方面亦可改善有形的運動與周邊設施，以提昇使用者之關係品質。

關鍵字

服務品質；關係品質；中山區市民運動中心

並列摘要

This study investigated the relationship among service quality and relationship quality. A convenient sampling survey was undertaken among 275 customers from Taipei Zhong Shan Sports Center, and there were 254 valid samples to answer the ''service quality questionnaire” and the ”relationship quality questionnaire.” The data collected from the questionnaires were analyzed by t-test, One-way ANOVA, and multiple regression. The results indicated that: 1. The highest degree of service quality perceived by users resulted from this research are ”assurance.” 2. The highest degree of relationship quality perceived by users resulted from this research are ”satisfaction.” 3. There were significant difference in service quality on different ”age”, ”education background”, and ”the period of use.” Besides, there were also significant difference in relationship quality on different ”residence area” and ”the frequency of use.” 4. The aspects of service quality were positively relevant to those of relationship quality, and among them, ”reliability” and ”trust” had the most positive relevance. 5. All aspects of relationship quality could be predicted by ”reliability” and ”tangibility.” This study also supported some suggestions to promote service quality and relationship quality for the authorities and future research.

並列關鍵字

Service Quality ； Relationship Quality ； Zhong Shan Sports Center

國際替代計量

臺北市中山區市民運動中心服務品質與關係品質之研究

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