楊峰州Yang, Feng-Chou2017-02-272025-07-302017-02-272017-02-27https://ir.ntus.edu.tw/handle/987654321/70969學位類別：碩士校院名稱：國立台灣體育大學系所名稱：休閒運動管理研究所學號：19702008畢業學年度：98年論文頁數：77頁　　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.目　次 第壹章　緒論 　第一節　研究背景與動機……………………………………………1 　第二節　研究目的……………………………………………………3 　第三節　研究問題……………………………………………………3 　第四節　研究範圍……………………………………………………3 　第五節　研究限制……………………………………………………4 　第六節　操作性名詞定義……………………………………………4 第貳章　文獻探討 　第一節　運動中心之內涵……………………………………………5 　第二節　服務品質之內涵……………………………………………11 　第三節　滿意度之內涵………………………………………………17 第叁章　研究方法 　第一節　研究架構……………………………………………………27 　第二節　研究流程……………………………………………………28 　第三節　研究對象……………………………………………………29 　第四節　研究工具……………………………………………………31 　第五節　資料處理分析………………………………………………40 第肆章　結果與討論 　第一節　運動中心顧客背景資料……………………………………41 　第二節　彰化市全民健身運動中心服務品質與顧客滿意度之現況45 　第三節　不同背景變項對服務品質與顧客滿意度之差異情形……48 　第四節　彰化市全民健身運動中心服務品質與滿意度之相關性…54 第伍章　結論與建議 　第一節　結論…………………………………………………………56 　第二節　建議…………………………………………………………59 參考文獻…………………………………………………………………61 附錄………………………………………………………………………68505259 bytesapplication/pdf服務品質;顧客滿意度Service quality;Customer satisfactionthesis