運動俱樂部顧客期望之研究－以大台北地區為例

Customers' Expectation of Service in Taipei Fitness Centers

10.6213/JLRIM.2014.7(1)2

黃致豪(Chih-Hao Huang)；范智明(Chih-Ming Fan)；林高正(Kao-Cheng Lin)

運動俱樂部 ； 顧客期望 ； 顧客服務品質 ； Fitness Centers ； Customers' Expectation ； Customers Service Quality

休閒產業管理學刊

7卷1期（2014 / 03 / 01）

23 - 39

繁體中文

本研究旨在探討大台北地區運動俱樂部顧客對於所提供服務方面之期望。研究方法採問卷調查法，以大台北地區共6間運動俱樂部會員為研究對象，並以Kimand Kim（1995）編製之運動中心品質量表（Quality Excellence of Sports Centers，QUESC）為研究工具，共發出400份問卷，計回收問卷347份，回收率為86.8%。所得數據以百分比、變異數分析（ANOVA）及鄧肯氏多變域測驗（DMRT）等統計方法進行分析。本研究主要結論如下：一、顧客對於運動俱樂部員工之服務態度及專業能力，收費制度以及課程規劃與時段彈性方面顯得相當重視。二、不同性別與顧客期望之間存在顯著差異。本研究結果，期能提供運動俱樂部管理者於經營運動俱樂部時能系統化地蒐集相關資訊以確認顧客需求，以常態性服務來改進服務之傳遞，確認顧客之各項需求設置應變處理標準，提供正向回饋。

The purpose of this study aims to identify the aspects of service delivery deemed most important by the customers of Taipei fitness centers. The study was based on the Quality Excellence of Sports Centers, QUESC instrument developed by Kim and Kim (1995). A total of 347 individuals who were members of fitness centers in Taipei completed the questionnaires. Descriptive statistics, an analysis of variance (ANOVA) and Duncan's multiple range tests were used for data analysis in this study. The aspects of service delivery desired more by fitness centers users refer to the tangible elements of the facilities, the personnel attitudes and abilities, attributes related to the cost of participation and items related to the programming and scheduling of services provided. This study sought to address questions on the way certain demographic variables and patterns of use might affect fitness centers' customers' desires, so that a information package can be applied in making decisions for improving fitness centers service delivery.

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