運動健身俱樂部之服務品質、顧客滿意度與會員生活滿意度之相關性研究—以台南市為例

NHUIR > College of Management > Department of Tourism Management, The M.A. Program of Tourism Management and Leisure Environment Management > Disserations and Theses(M.A. Program in Tourism Management) > Item 987654321/20415

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Title:	運動健身俱樂部之服務品質、顧客滿意度與會員生活滿意度之相關性研究—以台南市為例
Other Titles:	A STUDY ON THE RELATIONSHIPS OF SERVICE QUALITY, CUSTOMERS' SATISFACTION, AND LIFE SATISFACTION THE CASE OF SPORT FITNESS CLUBS IN TAINAN CITY
Authors:	林佳樺 Lin, Chin-hua
Contributors:	旅遊事業管理學系碩士班張清標 Ching-piao Chang
Keywords:	生活滿意度;顧客滿意度;運動健身俱樂部;服務品質 Life Satisfaction;Customer's Satisfaction;Quality of Service;Sport Fitness Club
Date:	2008
Issue Date:	2015-05-09 17:21:36 (UTC+8)
Abstract:	本研究的目的是在探討運動健身俱樂部的服務品質、顧客滿意度及會員生活滿意度之間是否具有相關性，同時也調查運動健身俱樂部會員的個人背景變項和服務品質、顧客滿意度及會員生活滿意度之間是否有差異性存在。本研究以台南市運動健身俱樂部為研究範圍，採隨機抽樣方式抽取四家運動健身俱樂部進行問卷調查。使用的統計方法包括描述性統計、信度分析、因素分析、皮爾森相關分析、獨立樣本t檢定、單因子變異數分析、與雪費事後檢定。研究結果發現如下：1.運動健身俱樂部服務品質和顧客滿意度之間存在正相關。2.運動健身俱樂部顧客滿意度和會員生活滿意度之間存在正相關。3.女性會員在服務品質、顧客滿意度與會員生活滿意度等三個構面的滿意程度都大於男性會員。4.不同年齡的會員在顧客滿意度構面上具有顯著差異；會員使用俱樂部的頻率和每次停留的時間在服務品質、顧客滿意度與會員生活滿意度之間具有顯著差異性；會員的婚姻狀況和會員生活滿意度之間具有顯著差異性；會員的年所得和顧客滿意度與會員生活滿意度之間具有顯著差異性。　　The purpose of this study was to examine the relationship between quality of service, customer’s satisfaction, and member’s life satisfaction of sport fitness clubs in Tainan city. This study also examined these three factors as they related to the demographic variables. Statistical Package including Descriptive Statistics, Factor Analysis, Reliability Analysis, Pearson Product-Moment Correlation Coefficient, Independent-Samples t Test, One-Way ANOVA, and Scheffe Method were used to analyze the collected data. The results of this study concluded that: 1.There was a positive relationship between quality of service and customer’s satisfaction of sport fitness clubs. 2. There was a positive relationship between customer’s satisfaction and member’s life satisfaction of sport fitness clubs. 3. Female members had higher degree of satisfaction than male members in quality of service, customer’s satisfaction, and member’s life satisfaction. 4. There was a significant difference found between member’s age and customer’s satisfaction; there were significant differences found between the frequency of participating the sport fitness club, and the time of participating the sport fitness club at quality of service, customer’s satisfaction, and member’s life satisfaction; there was a significant difference found between member’s marital status and member’s life satisfaction; there were significant differences found between member’s year income and customer’s satisfaction and member’s life satisfaction.
Appears in Collections:	[Department of Tourism Management, The M.A. Program of Tourism Management and Leisure Environment Management] Disserations and Theses(M.A. Program in Tourism Management)

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