Publication:

健身俱樂部會員客訴研究

台灣地區近年來經濟成長快速，俱樂部相繼成立，連帶引起許多消費糾紛。本研究旨在探討健身俱樂部會員之客訴情形，以歸因理論做為結論探討之依據，並分述健身俱樂部與顧客抱怨等文獻支持本研究，透過研究者自編之「健身俱樂部會員客訴情形問卷」於台中地區連鎖經營型、單點經營型及飯店附屬經營型三類等三家健身俱樂部，對會員進行施測，以方便抽樣法抽取300名會員，有效問卷數共計230份。內容探討變項為會員對服務不滿意、場地設施不滿意、期望利益不滿意與基本資料。利用描述性統計與單因子變異數分析進行資料結果分析。研究結果發現，單點經營型態健身俱樂部在客訴情形上，低於連鎖經營型與飯店附屬型之健身俱樂部；而提出客訴之會員特性，以入會時間與婚姻狀況之變項達顯著（p< .05）。

本研究建議俱樂部業者應重視會員客訴問題，並成立一個專門解決會員不滿之客訴部門。對於入會一年以上與已婚之主要客訴族群，需盡力解決其客訴情形，以增加其再購買之意願，進而成為俱樂部之固定收入。

Recently economic growth and density of population increase in Taiwan, health club establish one after another, and related to result in complaint of consumption. The purpose of this study was to investigate the consumer complaint of health club members. By attribution theory to explain conclusion, and support research by literature about health club and consumer complaint. A questionnaire that designed by researcher called condition of consumer complaint in health club was employed in three health clubs in Taichung , that included investor-owned independent health club, commercial chained health club and hotel health club. It tested 230 samples in health club by convenience sampling. And include four factors: dissatisfying of service, dissatisfying of ground and facilities, dissatisfying of expected values and demographic. The data was analyzed by descriptive statistics, and one-way ANOVA. The findings reveal that the condition of consumer complaint in investor-owned independent health club is less than in commercial chained and hotel health club. Demographic is significant in time of joining a club and marital condition.（p< .05）

The study recommend that the management of health club must pay attention to the consumer complaint, and establish a department to solve their problems. In order to increase the volition of repurchase and make it becomes the fixed income, health club have to do their best to solve people’s problems especially the main consumers that join the club for over one year and get married.