嘉義市國民運動中心APP滿意度、信任、系統品質與態度模式之研究

引言：本研究目的主要在探討民眾對於嘉義市國民運動中心APP之滿意度、信任、系統品質與態度之關係。方法：應用問卷調查法，於2021年7月27日至7月31日，針對使用嘉義市國民運動中心APP之運動參與者為研究對象，共計施測300份，扣除填答不完整問卷，共計有效問卷286份，有效問卷率為95.33%。研究資料分別應用SPSS及Amos統計軟體進行研究樣本描述性統計分析及結構方程模式分析模型之收斂效度、區別效度、適配度及路徑分析。結果：使用嘉義市國民運動中心APP運動參與者以男性、20～29歲、專科或大學為主。結構方程模型分析結果顯示收斂效度、區別效度及整體模式適配度良好。經路徑分析顯示：滿意度與系統品質對信任非標準化迴歸係數.500（C.R. = 6.609＞1.96）與.180（C.R. = 2.62＞1.96）達顯著水準；系統品質對滿意度非標準化迴歸係數.603（C.R. = 10.135＞1.96）達顯著水準；信任對態度非標準化迴歸係數.683（C.R. = 11.293＞1.96）達顯著水準。結論：根據本研究結果提出對於嘉義市國民運動中心APP管理與運動推展實務上之建議如可透過線上即時服務來降低或消彌顧客抱怨。經由提升正向滿意度與降低負向滿意度的服務目標。

關鍵字

系統品質；滿意度；信任；態度

並列摘要

Introduction: The purpose of this study was to explore the relationship between satisfaction, trust, system quality and attitudes towards the APP of Chiayi National Sports Center. Method: Questionnaire survey was applied in this study. From July 27 to July 31, 2021, a total of 300 questionnaires were applied to the sports participants using the APP of Chiayi National Sports Center. After deducing incomplete questionnaires, a total of 286 valid questionnaires were obtained, with an effective questionnaire rate of 95.33%.The statistical software SPSS and Amos were used for descriptive statistical analysis and structural equation model analysis for convergence validity, discriminant validity, fit and path analysis。The results showed that most of the sports participants used the APP of Chiayi National Sports Center were male, 20-29 years old, and college students or college students. Results: The structural equation model analysis showed that convergence validity, discriminant validity and overall mode fit were good. The path analysis shows: The non-standardized regression coefficient between satisfaction and system quality to trust was .500(C.R.=6.609 ＞1.96) and .180(C.R.=2.62 ＞1.96); the non-standardized regression coefficient of system quality to satisfaction was .603(C.R.=10.135 ＞1.96) which reached the significant level; the non-standardized regression coefficient of trust to attitude was .683(C.R.=11.293＞1.96) reached the significant level. Conclusion: According to the results of this study, this paper put forward some practical suggestions for the APP management and sports promotion of Chiayi National Sports Center, as Customer complaints can be reduced or eliminated through online real-time services. Through the service goal of improving positive satisfaction and reducing negative satisfaction.