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游泳池服務品質之實證研究 - 以彰化縣ABC泳健世界俱樂部為例

By [[author]]尤聰銘 and 尤聰銘


[[abstract]]The purposes of this study were to(a)reveal the classified variables characteristics of ABC swimming and health club members in Chuang Hu County and analyze present market,(b)understand the members’ expectancy of the club and real experiences and find out the gap of the club service quality ,(c)survey and analyze those facts which were influential in service quality. It tried to uncover quality cognition gap and help ABC swimming and health club improve its service quality . Two hundred and twenty-six members served as the subjects of this study. The instrument “the questionnaive of the service quality of ABC swimming and health club in Chuang Hu Count.” The data collected were further analyzed with descriptive statistics (including frequency distribution percentage, mean), t-test, Chi-square tests, analysis of variance and Ducan multiple T-comparison. With in the scope of the study, it was concluded that : 1.The ratio of male members was higher than female members; the majority of members were over 46 years old; most of them were between 46 and 55 years old; besides, most of them owned the degree of senior high school and were businessman. Most attended the club 21 times per month and stayed for less than 2 hours everytime. 2.Except two items, “the sufficiency of service in vending area” and “clear directions for using every equipments.” club members pay great attention to other 18 items. 3.Club members’ real experience of service quality : Club members had negative evaluation in four items, “the sufficiency of service items in vending area” , “plenty safeguard of the lifeguard on duty” , “prompt assistance of lifeguard” , “Teachers’ professional qualication in swimming training class” . However, club members have positive evaluation toward other 16 items. It presented that most club members were satisfied with club service quality. 4.Club members’ opinion on general service quality between excellent level and fine level has reached 68.3%. Some of them(43.1%)highly affirmed to club’s service quality. Fewer club members(13.7%)evaluated the service quality negatively. No one totally negated the club service quality. 5.Analyzed the difference between expectancy of the service quality and practical experience of service quality, we found that in all estimative items (from gap1 to gap5), there were 9 estimative items had reached obvious standard(p<0.5). The outcome of the study revealed that there were gaps indeed between club members’ expectancy of the service quality and practical service quality offered by the club.

Topics: 游泳池, 服務品質, 缺口, swimming pool, service quality, gap, [[classification]]59
Year: 2010
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