Publication:

彰化市全民健身運動中心之服務品質及滿意度之研究

本研究旨在探討彰化市全民健身運動中心服務品質與顧客滿意度之現況，研究對象為99年1月至4月到此運動中心運動之顧客，採用問卷調查法，以便利抽樣之方式共計發出400份問卷，有效問卷為387份。研究結果顯示彰化市全民健身運動中心顧客在背景變項上，以女性、年齡36-50歲、已婚者，學歷在高中（職），月收入在20,001-30,000元，進館時間以18:00-22:00，每週2-4次者最多，且選擇此場館的原因以喜歡運動中心的環境以及得知此場館原因以親友推薦佔最多數。場館服務品質以反應性構面最高，關懷性構面最低。顧客滿意度則以價格及課程構面最高，環境設備構面最低。

The aim of this research is to discuss the current customer satisfaction of service quality of national gymnasium in ChungHua City. The sample of this study is those customers who came to gymnasium to do exercise between January and April in 2010. The methodology of this study is questionnaire, from which conveniently dispatches four hundred copies of questionnaire questions to implement this research. The valid questionnaires are three-hundred and eighty seven copies eventually. The result of this research unveils that the variables of customer background at national gymnasium shows the major number of gymnasium users is located on female members whose age are between thirty-six and fifty years old in terms of their marriage status, their education level, income and visiting time and the reasons to choose this gymnasium. Therefore, this study appeals that these female members are married, having senior high school diploma, earning NT 20001-30000 per month, visiting time between 18:00-22:00, coming to do exercise from two to four times every per week whereas the reasons to choose this gymnasium is the gymnasium environment and most likely recommended by families or friends. The highest percentage of service quality is responding aspect while the lowest percentage of service quality is concern aspect. However, the price and curriculum obtain the highest percentage of customer satisfaction while the facility of environment has been scored the lowest percentage of customer satisfaction.