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不同類型大學學生運動社團服務品質比較之研究

A Study on the Service Quality Perceptions and Satisfaction for Participants of Different Kinds of Universities Sports Clubs

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摘要


本研究以宜蘭大學和蘭陽技術學院為例,來探討不同類型大學學生運動社團的服務品質及其滿意度,首先分析大學生參與運動性社團的人口統計特徵,及比較大學生對參與運動性社團服務品質的事先期望與實際體驗之評價,進而探討大學生之背景變項、服務品質對服務品質滿意度的預測功能。本研究採便利性抽樣選取樣本,共發出問卷375份,有效回收問卷356份,所得資料以描述性統計、因素分析、獨立樣本t檢定及多元迴歸分析等統計方法進行分析。研究結果發現如下:一、兩校大學生參與運動性社團以男生居多,運動性社團參與者似乎有越高年級參與者越少的趨勢,選擇運動性社團則以球類居多。二、兩校大學生參與運動性社團對服務品質之期望與實際體驗的感受排序也趨一致,兩校學生運動性社團參與者對各項服務品質事先期望之因素構面,其優先情形依序為:「物質環境品質」的服務品質嚮往期望最高,其次依序為「結果品質」,「互動關係品質」和「計畫品質」,兩校學生運動性社團參與者對各項服務品質實際體驗所感受到滿意程度之因素,皆以「結果品質」為最高,第二為「互動關係品質」,第三為「計畫品質」,第四為「物質環境品質」。三、兩校之運動性社團參與者對社團提供之服務品質知覺都感到不滿意。四、宜大學生運動性社團所提供的「互動關係品質」和「計畫品質」服務品質滿意度均高於蘭技。五、「物質環境品質」、「計畫品質」和「大三與大四對比組」三個變項,能有效預測服務品質滿意度。

並列摘要


The purpose of this study was to investigate university and college participants of sports clubs, as well as their expectations from the clubs and their evaluations of the clubs after having actual experience. It also compares participants of university and college to explore the differences between the aspects and the prediction power of satisfaction. This research adopt convenient to sample and choose sample. It analyzes 356 completed questionnaires after issuing 375 copies. The descriptive statistics, variable analysis, independent-samples t-test, and multiple regression analysis were used to determine the relationships between variables. The results are shown as follows. 1. Two schools of University participants of sports clubs are dominantly males, person who takes part in corporation have high grades little trend, participating in ball sports. 2. Two schools of University Participants' expectations from sports clubs are in the order of "Physical Environment Quality", "Outcome Quality", "Interaction Quality", and "Program Quality". Their evaluations of actual experience in the clubs are in the order of "Outcome Quality", "Interaction Quality", "Program Quality", and "Physical Environment Quality". 3. The results of this study indicate that two schools of university participants in sports clubs are not satisfied with the overall service quality. 4. The unsatisfactory variables of "Interaction Quality" and "Program Quality" that NIU offer are better than LYIT. 5. "Physical Environment Quality", "Program Quality" and "Grade three and grade four of the university contrast group" are able to predict service quality satisfaction.

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