User Satisfaction with the Taipei National University of the Arts Swimming Pool Before and After Outsourcing Management
休閒運動 ； 服務品質 ； 滿意度 ； 游泳館 ； leisure and sports ； service quality ； satisfaction ； swimming pool
|Volume or Term/Year and Month of Publication||
13期（2018 / 04 / 30）
67 - 86
Taipei National University of the Arts (TNUA) has outsourced the operation and management of its swimming pool to a professional firm for 3 years since 2014. The contract for the outsourcing job will soon expire; therefore, user satisfaction with the outsourced swimming pool should be assessed to inform the development of future strategies for the pool’s management. The swimming pool was managed by the university’s Physical Education Office before an outsourcer took over the job. A survey of user satisfaction with the pool was conducted in 2013, and the survey was administered again in 2017. Therefore, this study compared users'perceived service quality of the swimming pool and satisfaction with the pool before and after it was managed by an outsourcer. The findings are as follows. First, when the Physical Education Office was in charge of the swimming pool, users reported higher perceived service quality in terms of＂staff performance,＂ ＂facility comprehensiveness,＂＂comfort,＂and＂user-friendliness＂as well as greater overall satisfaction. Notably, the scores of ＂comfort＂ and＂staff performance＂ were significantly lower when the pool was managed by the outsourcer. Second,＂comfort＂and＂user-friendliness＂were the main influencing variables of user satisfaction. On the basis of the findings, the TNUA can improve user satisfaction with its swimming pool by constantly improving the comprehensiveness of facilities, service performance of staff, comfort, and user-friendliness.