國民運動中心智慧化關鍵成功因素之研究

本研究旨在建構國民運動中心智慧化關鍵成功因素並分析運動中心營運主管對於各構面指標重要性認知與實際運用狀況落差情形。本研究採德爾菲 (Delphi Method) 專家問卷及分析階層程序法 (Analytic Hierarchy Process, AHP) 調查11位專家學者，取得一致共識以建構關鍵成功因素及分析其權重指數，再以問卷評估北、中、南、東等地區國民運動中心智慧化關鍵成功因素營運者重要性認知及實施程度，所得結果如下：一、匯聚專家共識，提出國民運動中心智慧化關鍵成功因素，計 4 項構面，25個題項。構面分別為「顧客使用智慧化」、「營運管理智慧化」、「設施設備智慧化」與「創新營運智慧化」。二、「顧客使用智慧化」構面，需透過強化線上支付多元性、強化課程預約點名系統、改採為無人自動售票機等措施加強；「營運管理智慧化」構面，需透過增進財務會計系統之即時性及完整度、設施設備維護管理系統資訊化、改善廠商管理系統等措施加強；「設施設備智慧化」構面，需透過良善維護保全影像監控系統、透過機電空調中央監控系統有效節約能耗、跨領域加強建築資訊管理系統專業知能等措施加強；「創新營運智慧化」構面，需透過加強健康管理系統，導入科技化身體指數檢測、體適能檢測器具並考量成立體適能檢測站等措施加強。三、運動中心營運者對運動中心智慧化關鍵成功因素於「重要性認知」各構面與「實施程度」各構面之間平均數，並無明顯差異。但各構面之「重要性認知」與「實施程度」指數間之平均數，顯有明顯差距。未來在營運管理實務層面，可朝向優先考量顧客使用、增加營運管理資訊即時性、增進設施設備科技化、滾動式修正創新營運作為等議題進行運作；在學術研究層面，則可考量依不同場館類型修改獨立智慧化關鍵成功因素指標、持續發展智慧化關鍵成功因素次級指標、擴大智慧化關鍵成功因素實地調查範圍等範疇進一步探究。

關鍵字

國民運動中心；智慧化；營運管理；創新營運

並列摘要

This research aims to construct the key success factors for the intelligentization of the civil sports centers as well as to analyse the gap between the sports center operators’ perception for the importance of each dimension index and the actual application status. By using the Delphi method and Analytic Hierarchy Process, 11 experts/scholars were consulted to reach a consensus to construct key success factors and analyse the weighted index. Subsequently, the researcher uses questionnaires to evaluate the key success factors for the intelligentization of civil sports centers in the North, Central, South, and East regions. The results are as follows: 1. This research brings together the consensus of experts and puts forward the key success factors for the intelligentization of the civil sports center, including 4 dimensions and 25 topics. The dimensions are "intelligent customer use", "intelligent operation management", "intelligent facilities and equipment", and "intelligent innovation operation". 2. In terms of the dimension of “intelligent customer use”, it needs to be enhanced by strengthening the diversification of online payment, upgrading the booking/appointment system, as well as transferring to automatic ticket vending machines. For the dimension of “intelligent operation management”, it needs to be enhanced through measures such as improving the real-time and completeness of the financial accounting system, informatising the maintenance and management system of facilities and equipment, and improving the management system of manufacturers. With regards to the dimension of “intelligent facilities and equipment”, it needs to be enhanced through measures such as maintaining the security/monitoring system, saving energy through the central monitoring system of air-conditioning, strengthening knowledge of construction information management system across professional fields. Concerning the dimension of “intelligent innovation operation”, it needs to be enhanced by strengthening the health management system, introducing scientific and technological body index testing, physical fitness testing equipment, and consider establishing testing hubs of physical fitness 3. There is no significant difference in the average number of the key success factors of the intelligentization of the civil sports center among the sports center operators between the dimensions of "importance awareness" and the dimensions of "implementation level". However, there is a significant gap between the averages of the "importance awareness" and "implementation level" of each dimension. In the future, this research leads the following issues: in terms of the practical level of operation management, the issues including making customer-using a priority, increasing the real-time operation and management information, enhancing the technology of facilities and equipment, and rolling amendments to innovative operations. The academic level of recommendations including modifying independent Intellectualized key success factor indicators according to different venue types, supporting sustainable development secondary indicators of Intellectualized key success factors, and expand the scope of field investigations on intellectualized key success factors to further explore.