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題名：運動俱樂部顧客期望之研究--以大臺北地區為例
書刊名：休閒產業管理學刊
作者：黃致豪 引用關係／范智明 引用關係／林高正 引用關係
作者(外文)：Huang, Chih-hao／Fan, Chih-ming／Lin, Kao-cheng
出版日期：2014
卷期：7:1
頁次：頁23-39
主題關鍵詞：運動俱樂部；顧客期望；顧客服務品質；Fitness centers；Customers' expectation；Customers service quality
原始連結：連回原系統網址new window
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  • 被引用次數被引用次數:期刊(2) 博士論文(0) 專書(0) 專書論文(0)
  • 排除自我引用排除自我引用:2
  • 共同引用共同引用:65
  • 點閱點閱:37
本研究旨在探討大臺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，以大臺北地區共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.
期刊論文
1.Howat, G.、Murray, D.、Crilley, G.(1999)。The relationships between service problems and perceptions of service quality, satisfaction, and behavioral intentions of Australian public sports and leisure center customers。Journal of Park and Recreation Administration，17(2)，42-64。  new window
2.Kim, D.、Kim, S. Y.(1995)。QUESC: An instrument for assessing the service quality of sport centers in Korea。Journal of Sport Management，9(2)，208-220。  new window
3.Afthinos, Yanni、Theodorakis, Nicholas D.、Nassis, Pantelis(2005)。Customers' expectations of service in Greek fitness centers: Gender, age, type of sport center, and motivation differences。Managing Service Quality，15(3)，245-258。  new window
4.Kim, C.、Kim, S. Y.(1998)。Segmentation of sport center members in Seoul based on attitudes toward service quality。Journal of Sport Management，12(4)，273-287。  new window
5.Chelladurai, P.、Chang, K.(2000)。Targets and standards of quality in sport services。Sport Management Review，3(1)，1-22。  new window
6.Papadimitriou, D.、Karteroliotis, K.(2000)。The service quality expectations in private sport and fitness centers: A reexamination of the factor structure。Sport Marketing Quarterly，9(3)，157-164。  new window
7.Philip, G.、Hazlett, S. A.(1997)。The measurement of service quality: A new P-C-P attributes model。International Journal of Quality & Reliability Management，14(3)，260-280。  new window
8.Jensen, J. B.、Markland, R. E.(1996)。Improving the Application of Quality Conformance Tools in Service Firms。Journal of Services Marketing，10(1)，35-55。  new window
9.Hartline, M. D.、Jones, K. C.(1996)。Employee Performance Cues in a Hospital Service Environment: Influence on Perceived Service Quality, Value, and Word-of-Mouth Intentions。Journal of Business Research，35(3)，207-215。  new window
10.Fornell, C.、Wemerfelt, B.(1987)。Defensive Marketing Strategy by Customer Complaint Management: A Theoretical Analysis。Journal of Marketing Research，24(4)，337-346。  new window
11.李城忠、林孟潔(20051200)。運動健身俱樂部個人教練之專業知能、顧客滿意度與顧客忠誠度之研究。人文暨社會科學期刊，1(2)，55-64。new window  延伸查詢new window
12.高俊雄(19951000)。臺北市健康體適能俱樂部經營管理型態初探。大專體育，22，39-53。new window  延伸查詢new window
13.Grönroos, Christian A.(1984)。A Service Quality Model and its Marketing Implications。European Journal of Marketing，18(4)，36-44。  new window
14.Garvin, David A.(1987)。Competing on the Eight Dimensions of Quality。Harvard Business Review，65(6)，101-109。  new window
15.Levitt, Theodore(1972)。Production-Line Approach to Service。Harvard Business Review，50(5)，41-52。  new window
16.Parasuraman, A. P.、Zeithaml, Valarie A.、Berry, Leonard L.(1985)。A Conceptual Model of Service Quality and Its Implication for Future Research。Journal of Marketing，49(4)，41-50。  new window
17.Fisk, Raymond P.、Brown, Stephen W.、Bitner, Mary Jo(1993)。Tracking the Evolution of the Services Marketing Literature。Journal of Retailing，69(1)，61-103。  new window
會議論文
1.趙麗雲(2006)。台灣健身運動俱樂部的發展現況與趨勢。2006年旅遊休閒建康學術研討會。台北市。  延伸查詢new window
學位論文
1.李家齊(2011)。顧客預期心理對顧客保留之影響(碩士論文)。臺灣大學。  延伸查詢new window
2.胡善進(2004)。顧客之服務預期心理、客製化服務內容及客製化服務類型對滿意度與忠誠度之影響--以車險服務為例(碩士論文)。國立成功大學。  延伸查詢new window
3.楊偉智(2001)。以關係管理觀點探討新產品開發績效之研究(碩士論文)。靜宜大學。  延伸查詢new window
4.宋曉婷(2001)。台北市健康俱樂部會員轉換行為之研究(碩士論文)。朝陽科技大學。  延伸查詢new window
圖書
1.Williams, C.、Buswell, J.(2003)。Service quality in leisure and tourism。CABI Publishing。  new window
2.Rogers, P.、Chaytor, S.(1994)。Managing a leisure management contract。London：Longman。  new window
3.Manning, R. E.(1986)。Studies in outdoor recreation: A review and synthesis of the social science literature in outdoor recreation。Corvallis, OR：Oregon State University Press。  new window
4.Zeithaml, Valarie A.、Bitner, Mari Jo(1996)。Services Marketing。New York, NY：McGraw-Hill。  new window
5.Nachmias, David、Frankfort-Nachmias, Chava(1987)。Research Methods in the Social Sciences。New York：St. Martin's Press。  new window
6.Nunnally, Jum C.(1967)。Psychometric Theory。McGraw-Hill。  new window
其他
1.台灣運動科技發展協會(2009)。Fitness Clubs未來發展服務趨勢，http://tsta.bestmotion.com/Contest/ShowPost.aspx?AID=53&FID=18， 2013/08/20。  延伸查詢new window
圖書論文
1.高俊雄(1996)。臺北市健康體適能俱樂部健康經營管理型態之研究。運動休閒管理論文集。臺北：品度。  延伸查詢new window
2.Bitner, Mary Jo、Hubbert, Amy R.(1994)。Encounter Satisfaction versus Overall Satisfaction versus Quality: The Customer's Voice。Service Quality: New Directions in Theory and Practice。Thousand Oaks, CA：Sage。  new window
 
 
 
 
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