本研究旨在瞭解運動賽會服務品質及滿意度之情形-以2012年全民運動會水上救生競賽為例。本研究採用問卷調查法，問卷總計發放253份，回收有效問卷計有211份，有效問卷回收率為84.4%。研究工具分為三部分，依序為服務品質量表、滿意度量表、人口統計變項問卷，採用Likert五點量表進行計分。問卷回收後，以SPSS12.0統計套裝軟體進行：獨立樣本t檢定、描述性統計分析、單因子變異數分析、雪費法、典型相關分析等統計方法進行資料之處理與分析。研究結果發現：參與者性別以「男性」居多；年齡層以「20歲」以下為最大宗；教育程度以「大學」比例最高；職業以「學生」為主要族群；月收入以「20,000以下」佔多數；婚姻狀況以「未婚」居多數，居住地以「北部」佔多數。服務品質之現況以『專業態度』得分最高，其次為『傳遞承諾』、『即時反應』、『關懷需求』、『實體形象』。滿意度之現況以『人力資源』、得分最高，其次為『場館設施』、『賽程規劃』、『選手表現』、『服務便利』。性別、年齡、教育程度、職業等，在服務品質與滿意度之構面均有顯著差異存在。服務品質與滿意度之結果呈現正相關，即賽會服務品質越好，則參與者滿意度越高。

　　The purpose of this study was to understand the service quality and satisfaction for sport events - a case study of 2012 citizens games life saving competition. This study used questionnaires, 253 questionnaires were issued, 211 valid questionnaires were collected, 84.4% of the valid questionnaires. The questionnaires consisted of three parts, service quality scale, satisfaction scale, demographic information, using (likert) way to answer the five-point scale scoring. The instruments used in study included the demographics, the service quality and the satisfaction scale. The data using spss12.0 statistical software packages for data processing and analysis, the following statistical methods: independent samples t test, descriptive statistical analysis, one-way ANOVA, steffen's method, canonical correlation analysis, the results were as follows : participant gender is mostly "male" for ages up to 20 years of age; university to the largest groups for level of education occupational "students" as the main ethnic groups; monthly income "less than $ 20,000" majority; marriage the majority as "unmarried" residence the majority of the "northern". The status of the service quality scored the highest is professional attitude, followed by "delivery commitment", "immediate reaction", "care needs", "physical image". Satisfaction the highest score is "human resources", followed by “the venues and facilities”, “schedule planning "," player performance”, "convenience services". The results showed that: gender, age, education level, occupation, in the dimensions of service quality and satisfaction are significant differences exist. There were positive relations between service quality and satisfaction.